Customer Service Manager

LAL, having recently celebrated over 30 years in the industry, is a well-established, international English language provider for adults and juniors, supported by a large German parent company. We are looking for a talented Customer Service Manager whose job will be to assist with the smooth running of the school and ensure that there is a high level of client satisfaction at all times.


To support the General Manager in delivering customer expectations.


LAL London

Line Manager:

General Manager

Hours of work/contract type:

37.5 hours per week, permanent contract


Main Responsibilities and Tasks:

  • Initiate and finalise quotes for both group and individual enquiries and lend support following enquiries initiated by Student Advisers, the Admissions Team and other parties.
  •  Liaise with all departments in the school to ensure all necessary provision is in place to meet customer expectations.
  •  Liaise with individual customers, International Group Leaders, ETOs and ETAs in situ as required.
  •  Gather market intelligence as directed by the Head of Marketing.
  •  Provide the Marketing Department with regular updates for company media, publications and statistics.
  •  Organise and participate in agent visits and familiarisation-trips.
  •  Monitor and provide reports on school statistics.
  •  Follow up, review and act upon student and group leader feedback.
  •  Support the Marketing Department with promotional campaigns.
  •  Ensure marketing materials are current and available in situ.
  •  Provide support to the Sales and Marketing Departments including brochure orders, booking of and preparation of workshops.
  •  Apply optimum customer service techniques when responding to enquires and complaints from students, host families, group leaders and work agents and other stakeholders.
  •  Support the Operations Department with student arrivals and in arranging emergency appointments and accompanying students as required.
  •  Monitor the quality of service provided to students both inside the school and on outside activities/excursions.
  •  Cover the emergency line on a rota basis.
  •  Any additional duties as required by the business.


Person Specification:



  • A Level Standard or equivalent


  • Degree qualification or equivalent



  • Experience in a Client Relationship management role
  • Experience in a Sales and Marketing role for a middle sized company or larger
  • Experience of using full range of Microsoft Office Suite


  • Language School Experience

Skills, Knowledge and Abilities


  • Excellent level of spoken and written English
  • Accuracy and attention to detail, particularly when working to tight deadlines
  • Ability to work on own initiative as well as part of a team
  • Strong Customer Service ethic


  • Ability to speak and write in key languages other than English

Personal Attributes


  • Willingness to work non-standard office hours when necessary
  • Enhanced DBS disclosure – clear (or willingness to undergo disclosure check)
  • Driving licence

  • Salary: Competitive
  • Location: Twickenham
  • Division: LAL London
  • Contract lengthPermanent

How to apply

Please ensure that you meet the requirements in the Job Description and Person Specification before applying. You can apply on-line using the link below, or download and complete an application form.

On-line application form

You can apply online by clicking the button below: Apply Online

PDF application form

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Application Form (163kB)