Senior Head of Customer Service

The Learning Lab

Senior Head of Customer Service

The Learning Lab

Job Nature: Permanent

Position Level: Experienced, Manager

Job Category: Customer Service, Brand/Product Management, Consumer Services, Business Development

Qualification: Bachelor's / Honours, Masters / PhD

The Senior Head of Customer Service must lead the transformation of the current The Learning Lab (TLL) Customer Service Department into a passionate, professional, best-in-class team and navigate the challenges that will be faced internally and externally over this time.

This position calls for an enthusiastic leader with a proven track record of developing exceptional customer service programmes, reducing complexity, and fostering an engaged, motivated team to deliver world-class customer service standards. This position requires a forward thinker with exceptional organisational and detail skills, great leadership skills, a problem-solving approach, and a firm grasp and vision of what an excellent customer experience should be like.

Job responsibilities

  • Increase Net Promoter Score (NPS) year on year. Increase promoters and decrease detractors.
  • Champion the customer throughout the different centres, balancing customer needs with business requirements and presenting a compelling case for internal change and improvement.
  • Champion the Customer Service Department (CSD). This entails assessing and managing the Customer Service team to continually improve processes and outcomes.
  • Measuring and reporting. Agree on priorities and standards, and subsequently manage the CSD team to deliver them.
  • Manage all customer service processes, remembering that we are becoming more proactive and engaging customers earlier in the buying cycle.
  • Ensure that the SMS and CRM systems in place are being used to the required standards and identify and promote any areas of efficiency.
  • Troubleshooting. As problem areas for customer service are identified, you must engage the Director of Marketing, Enrolment and Customer Service to agree on priorities and then engage your Customer Service team to address these areas and make the planned changes quickly and effectively.
  • Financial analysis. Manage your budget effectively and be able to promote requirements for additional funding where they can increase the customer recommendation ratings and increase overall business performance. Report your expenditure as required.
  • Planning. Work with the Director of Marketing, Enrolment and Customer Service to drive continual improvement in people, technology, processes, and services. Establish and test new strategies to improve the customer service experience.
  • Ensure the right calibre of staff are recruited, and in accordance with company policy and procedures.
  • Lead, motivate, communicate with, develop, appraise and performance manage staff to ensure they are fully motivated to achieve their best performance to meet the company’s needs. Ensure that poor performance is not tolerated and is remedied via support, training or disciplinary action as appropriate. Liaise with Human Resources on all employment issues.
  • Training. Ensure continual up-skilling in customer services through evaluation, development and training of staff.
  • Day to day management. Manage your Customer Service team to deliver what customers need and to continually improve your team’s efficiency and effectiveness. In addition, ensure that you build a positive team culture with strong positive engagement.
  • Ensure the department operates in accordance with Company policies and procedures.
  • Any other ad-hoc duties as assigned.

Snapshots of our ideal candidate

  • Preferably possesses a Bachelors’ Degree in a relevant discipline.
  • Minimum 5 years of managerial experience of leading a team in a customer service orientated environment.
  • Able to commit to working 4 weekdays and 1 weekend (either Saturday or Sunday).
  • Experience of and commitment to excellent customer service management.
  • Ability to build strong rapport across all levels, demonstrating strong leadership, communication and interpersonal skills.
  • Experience in managing change projects to drive business.
  • Excellent English and Chinese language proficiency (in order to liaise with Chinese speaking clients and Customer Service Associates).
  • Resilient under pressure.

Expect the best for the best – an attractive remuneration package.
To find out more, please visit Please note that only shortlisted candidates will be contacted within 2 weeks.

Company Overview

The Learning Lab is Singapore’s leading national provider of academic enrichment and tuition programmes. We write, develop and offer in-house curriculum and programmes in English, Maths, Science and Chinese for students at the preschool, primary, secondary and pre-tertiary levels. Since our founding in 2001, we have established a reputation among parents, students and educators for consistently producing Singapore’s top students at the PSLE. Our alumni have been admitted into NUS, NTU, SMU, Stanford, Harvard, Princeton and Yale in the US, and Oxford. Several have garnered prestigious private and public sector scholarships, including half a dozen being awarded the Singapore Public Service Commission’s President’s Scholarship. Our distinctive and highly regarded brand of education is designed to ensure both academic excellence and world-readiness. At The Learning Lab, we are guided by our mission in everything we do: · To provide compelling, interactive and thought-provoking lessons to encourage all students to think beyond the confines of the classroom while ensuring that they achieve their best possible academic results; and · To nurture students so they dream big, plan well and achieve success. We will go the extra mile to help your child lay the foundation to success, both in school and in life, through nurturing a lifelong love for learning.
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