Head of Operations and Customer Service
A challenging and exciting leadership role with responsibility for the worldwide delivery of London College of Music Examinations exams and for meeting all customer-facing support needs. The right candidate will combine experience in planning and delivery with strong customer service skills.
The University of West London (UWL) is ranked the best modern* university (non-specialist) in London in the Complete University Guide 2023.
We are the top University in the UK for Student Experience and for Teaching Quality in the Times and Sunday Times Complete University Guide 2024 and University of the Year for Social Inclusion in the Daily Mail University Guide 2024.
The UWL community is a diverse body of students and staff who work together to create an environment of success and achievement. We celebrate the diversity of our staff and promote our values in practice through our commitment to inclusivity, progression, and success.
*University status awarded in or after 1992.
The College
London College of Music Examinations (LCME), established in 1887, is a university-owned, inclusive board for performance exams that offer qualifications and awards in music, drama, communications, and creative media.
London College of Music is one of the longest leading-established exam boards for the creative arts in the UK and strives for inclusivity and equality in line with the UWL mission.
At LCME, our roots trace back to 1887 when we were founded as an independent music conservatoire. For over a century, we have been at the forefront of nurturing talent, igniting passion, and providing supportive structures for individuals around the world to showcase their skills and achieve their aspirations.
Our brand story is woven with threads of empowerment, self-expression, and personal growth through the transformative power of performance. We believe that every performance, be it a concert, recital, or examination, is an opportunity for growth, self-discovery, and the unlocking of one’s true potential.
LCME offer Music examinations in Music, and in Drama and Communication which are held at centers worldwide as well as online. Our qualifications are unique in the graded exam sector in being awarded by a university.
The Role
The postholder will take responsibility for organising and co-ordinating Examinations Delivery for LCME and for meeting all customer-facing support needs. They will manage the team of operations and customer service staff, and will assume responsibility for the administration of the lifecycle of LCME representatives and centers, ensuring information is co-ordinated and communicated to business development, line management and HR as and when required.
The Person
The successful candidate will be educated to degree level or have equivalent experience and will combine excellent operational, customer service and line management experience with strong administrative, organisational, CRM and process management skills.
How to Apply
Please email hr.recruitment@uwl.ac.uk if you need any assistance with the application process.
For informal enquiries about the position, please contact Ben Norbury, Head of LCM Examinations, ben.norbury@uwl.ac.uk.
Additional Information
Read more about working at the University of West London.
Our department is under-represented in terms of staff from BAME (Black, Asian andminority ethnic) backgrounds, of LGBT+ identities, and with disabilities. UWL is committed to having a diverse and inclusive workforce, supports the gender equality Athena SWAN Charter, and is a Disability Confident Employer as well as a Diversity Champion for Stonewall, the leading LGBT+ rights organisation. We welcome applications from all sections of the community, particularly those mentioned above to increase diversity in our workforce.
Candidates must be able to demonstrate their eligibility to work in the UK in accordance with the Immigration, Asylum and Nationality Act 2006.
Please be advised that it is expected that appointment within a grade will normally be at the minimum point.
An Enhanced DBS Certificate is required for this post (to be undertaken upon appointment).
This post is not available for UWL students.
This position does not meet the University criteria for Skilled Worker sponsorship.
The University of West London reserves the right to close the role prior to this date should a suitable applicant be found.
About the Provider
London College of Music Examinations
London College of Music Examinations (LCME) is a university-owned, inclusive board for performance exams. Established in 1887, we offer globally recognised qualifications and awards in music, drama, communications, and creative media.
