Support Manager

Support Manager

Location: Remote

Working Hours: 40 hours per week

Contract type: Full-time Contractor

About the Role

We're looking for an experienced Support Manager to take responsibility for the performance and day-to-day management of our Support Department.

This role is focused on people management, performance, accountability, and ensuring the department runs effectively. You will manage a remote team, monitor performance against KPIs, handle escalations, and work closely with the Head of Operations to ensure departmental targets are met.

What You’ll Be Doing:

• Lead and manage the Support Team
• Monitor individual and team performance against agreed KPIs
• Conduct regular 1:1s and performance reviews
• Manage performance concerns and improvement plans where required
• Support recruitment, onboarding, and training activities
• Oversee the day-to-day operation of the department
• Monitor workloads and ensure work is distributed appropriately
• Ensure learner applications are processed accurately and within expected timeframes
• Review departmental performance and identify issues requiring attention
• Manage escalated learner, stakeholder, and operational matters
• Build and maintain positive working relationships with college partners
• Prepare and submit departmental reports
• Ensure compliance with company procedures, UK GDPR requirements, and data protection standards.
• Work closely with the Head of Operations and other departments to achieve business objectives

Requirements

• Bachelor's degree in any discipline preferred, or equivalent management experience.
• At least 5 years' experience managing support, operations, or customer service teams
• Exceptional written and spoken English, with the confidence to lead meetings, deliver feedback, and communicate clearly with UK colleagues, partners, and learners.
• Experience managing remote, international teams.
• Experience working to KPIs and performance targets
• Strong organisational and people management skills
• Experience handling performance management and team development
• Experience using CRM systems and reporting tools

What We Offer

• Fully remote working.
• Full training provided - no prior experience with UK colleges required.
• A supportive and collaborative team culture.
• The opportunity to make a meaningful impact on learners' educational journeys.

How to Apply

If you're passionate about helping learners achieve their goals and enjoy working in a collaborative, performance-driven environment, we'd love to hear from you.

To apply, please complete our application form via the link below or click apply:

https://forms.gle/HAHfpnufPmdUKVRw5

Please ensure your application is completed in full, as incomplete applications may not be considered.

Shortlisted candidates may be invited to complete one or more assessments as part of the recruitment process. These may include skills assessments, English proficiency assessments, and/or an audio sample.

Due to the high volume of applications we receive, only shortlisted candidates will be contacted. If you do not hear from us within 15 business days of submitting your application, please assume that your application has not been successful on this occasion.

About My Free Course

My Free Course partners with UK colleges to help adults access funded online learning. Our mission is to connect individuals with government funded learning opportunities by partnering with colleges, providing guidance and support to help every learner succeed. Our team works closely with learners from the moment they apply until they’re fully enrolled. We focus on clarity, accuracy, and a smooth learner experience - and we’re expanding our team.