Customer Service Team Leader - Various fixed term contracts

Job summary
1 x 12 month Fixed Term Contract and 1 x 10 month Fixed Term Contract

What we do is a hot topic for 2 million students. Want to join the conversation?

AQA is an education charity and the largest provider of GCSEs and A-levels in the UK. We have a passion for inspiring lessons and great learning.

Our Teacher Services team manages all inbound contact from our customers about our qualifications. This includes phone calls, emails, tweets and letters from examiners, moderators, past students and other staff within schools and colleges. The team is grouped into different subject areas so that when a customer contacts us they are responded to by a Customer Service Adviser who is a specialist in that area.

Our core opening hours are 08:00 – 17:00 Monday to Friday, however during peak periods we will extend our opening hours.

About you

This crucial role is responsible for the management and performance of a team of people in Teacher Services, aiding the delivery of world class customer service. Responsible for driving consistency and quality in every customer interaction the team handles. As a group of team leaders you will support the team to deliver the departmental metrics and objectives. It is a fast paced environment, with lots of variety and a chance to really make a difference.

To apply you will be:

•experienced in people management and have a passion for coaching and mentoring your team to support their ongoing development
•extremely customer focused, with plenty of experience in a similar role
•ideally from a Customer Service environment and familiar with associated processes, procedures and systems
•collaborative and enjoys working with others to achieve the organisation and team vision, contributing expertise and developing self and others to achieve excellence
•experienced in dealing with complex and challenging queries
•willing to work flexibly in a team
•very organised with the ability to manage conflicting priorities and deadlines
•able to build and maintain positive working relationships with a range of individuals and external stakeholders


At AQA we recognise our employees’ contribution and in return we are proud to offer an extensive reward and benefit package. This includes:

•25 days’ annual leave rising to 30 days, plus all Bank Holidays and additional Christmas leave
•35 hour working week
•Excellent contributory pension
•Life assurance
•An enhanced maternity/paternity
•Investment in Personal development with a new personalised LMS
•On-going career and development opportunities on our website.

How to apply

To apply, please upload your CV and covering letter as one document via our website.

Closing date for applications is 10:00am on Monday 14 October 2019. (However, applications will be reviewed as we receive them and if a suitable candidate is identified, we reserve the right to close our adverts sooner).