Learner Experience Team Leader

The Learner Experience Team Leader is a pivotal role responsible for managing a team of dedicated professionals who deliver an end-to-end service to all learners attending the Fire Service College. This role ensures a seamless learner journey from pre-arrival through to post-course completion, with a strong emphasis on safeguarding, learner support, and quality assurance.

The postholder will oversee the enrolment, registration, and induction processes, ensuring learners are fully prepared and supported before arriving on site. This includes registration with awarding bodies, completion of pre-course work, and identification of any special educational needs and disabilities (SEND) or required adjustments. During the learners’ time at the College, the team acts as the primary point of contact, providing ongoing support and guidance. Post-course, the team continues to support learners in completing submissions and portfolios, acting as coaches to help them meet course requirements.

As a key member of the Academic Services team, you will work collaboratively with other departments to support our business objectives. You will ensure we deliver our objectives within the Academic Services and ensure every customer has an outstanding learning experience.

We offer hyrbid working, with 2 days working from home.

Responsibilities

• Represent Capita Fire Service College as the professional education provider of choice

• Build professional relations with colleagues to encourage a positive working environment.

• Motivate, inspire, and drive the business through your actions.

• Liaise with Sales and the Training Delivery team and other stakeholders

• Responsible for supporting delegates to ensure that delegates are supported pre and post course in achieving their qualification.  

• Responsible for the End-to-end process of learner support for delegates to ensure timely completion and Certification.

• Lead and manage the Learner Experience team, ensuring high-quality service delivery across all stages of the learner journey.

• Oversee the enrolment, registration, and induction of learners, ensuring all pre-arrival requirements are met.

• Ensure learners are registered with the appropriate awarding bodies and have completed any required pre-course work.

• Coordinate the communication of essential information to learners prior to arrival, including course details, logistics, and SEND-related adjustments.

• Act as the main point of contact for learners during their time on site, ensuring their needs are met and any issues are resolved promptly.

• Support learners post-course in completing submissions and portfolios, providing coaching and guidance to help them meet academic and professional standards.

About You

• Outstanding people skills, with the ability to adapt to meet individual needs

• Honest, trustworthy, and professional

• Flexibility to adapt working pattern to support business needs and work 
  over weekends should you be required to support business needs

• Formal qualification in education, training, or learner support.

• Experience working within emergency services or public sector training 
  environments.

• Knowledge of safeguarding frameworks and SEND legislation.

About Fire Service College:

The Fire Service College is a leading organisation for fire prevention and protection and response, providing assessed, accredited and assured fire and multi-service training for emergency service professionals globally.

With over 40 years’ experience in delivering fire and rescue training internationally, we specialise in equipping today’s firefighters and other emergency responders with the best possible skills and training to learn the latest techniques and procedures. Our unique incident ground, at one of the premier fire training venues in the world, coupled with our expert instructors, provides the opportunity for our learners to train and exercise in a realistic and challenging environment, for a learning experience that is second to none.

What’s in it for you?

• A competitive basic salary (Up to £32,000)

• 23 days’ holiday (rising to 27) with the opportunity to buy extra leave

• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice

• Auto-enrolment to our company pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more

• Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology

• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform

Unlock Your Potential with Capita

At Capita, your career can take you wherever your ambition leads. You'll become part of a diverse network of talented, forward-thinking professionals working across a wide range of disciplines and sectors. We’re committed to your growth — offering endless opportunities to expand your skills, explore new paths, and advance your career.
 

Join us and discover a career with purpose. #CareersWithPurpose

🤝 Customer first, always​🧑‍💻 Fearless innovation​✅ Achieve together​💙 Everyone is valued

What we hope you’ll do next:

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.