Service Manager

About the role

Wall Street English is looking for a Service Manager for its centre in Tunisia. Reporting to the Centre Director and the National Service Manager, you are responsible for the delivery of service and the educational experience for students in your centre. You lead the Service team of teachers, personal tutors and receptionists so that they give students a consistent premium experience, which strengthens the brand through renewals and referrals.

Key responsibilities

• Lead the Service team and make sure it delivers a premium educational experience to students.
• Create an environment where students and alumni are inspired to engage with English in the centre, online and in real life.
• Guarantee student learning through quality control and by promoting the Wall Street English method.
• Ensure Standard Operating Procedures are followed at all times to keep the global brand consistent.
• Partner with the Centre Director to strengthen the link between the Service and Sales teams and to meet internal sales targets.
• Track, analyse and report centre service performance and propose improvements.
• Promote the Wall Street English method and encourage staff and students to use it effectively.
• Drive engagement of staff, students and alumni in informal learning communities using digital tools, social media and in-centre promotion.
• Recruit, train and develop Service staff, and coach them to provide a premium service.

Required profile

• Native speaker of English.
• University degree.
• At least 5 years of experience in team management.
• International experience.
• CELTA or equivalent certificate in TEFL.