Explore Learning Online - Community Manager

Are you passionate about providing exceptional support to our community members? At Explore Learning, we believe in nurturing relationships and delivering outstanding service to every family we support. As a Community Manager, you’ll play a vital role in shaping a positive journey for our members — from the moment they join, through to their continued engagement and growth. Your mission will be to retain members, deliver an outstanding service, and contribute to the continued growth of our community through sign-ups via ex-members, siblings, and referrals. This is a varied and rewarding role, ideal for someone who thrives in a people-first, fast-paced environment. You working hours will be on a rotational basis covering Monday – Saturday. Typical working pattern of Tues-Saturday and Mon – Fri This is subject to change if required.

1. Member Engagement & Retention

• Conduct initial calls to new members and maintain ongoing communication to ensure a high quality experience.

• Hold progress meetings to support retention and engagement.

• Prepare for and deliver trial sessions aimed at regaining retention losses.

• Manage prospects through confirmation calls, consultations, and ex-member outreach.

• Handle last attendance calls and member queries, including cancellations and session changes.

• Promote and secure new sign-ups via sibling, referral, or ex-member channels.

• Keep your Community Lead informed on performance priorities and seek support where needed.

2. Communication & Service Delivery

• Listen and respond to voicemails, emails, and Teams messages in a timely and professional manner. • Maintain accurate and up-to-date Dora notes for all member interactions.

• Ensure a positive member experience during showtime, including behaviour management and real-time support.

• Attend and contribute to team meetings, community huddles, and coaching sessions.

• Deliver skills sessions aligned with team and member needs.

3. Operational & Administrative Support

• Manage debt calls and oversee finance reconciliation.

• Respond to and resolve helpdesk tickets.

• Monitor Compass Action Lists to enable progress interventions and drive internal quality standards.

• Complete required Prodeceo modules and e-learning.

• Support and implement any company-wide changes.

• Respond immediately to any safeguarding concerns or issues.

• Ensure all processes align with compliance and regulatory standards.

4. Growth & Development

• Seek learning and development opportunities that align with community growth goals.

• Provide feedback and coaching support where needed to enhance overall team performance.

• Collaborate effectively with Community Lead, Community Sales Managers, Tutor Coordinators and external partners to share insights and best practices.

• Be an expert in your designated community, seeking additional knowledge to ensure continuous learning opportunities"

Skills Required

• Proven experience in supporting and retaining community members.

• Strong communication and interpersonal skills.

• Ability to manage and respond to safeguarding concerns.

• Organised, proactive, and detail-oriented.

• Skilled in coaching, feedback, and peer development.

• Comfortable handling financial queries and reconciliation tasks.

• Knowledge of compliance and regulatory frameworks.

• Passionate about providing outstanding service and driving community growth.

• Collaborative mindset with a team-first attitude.

What’s in it for You:

• Pioneering Opportunity: Be a part of the fastest-growing arm of our business and help shape the future of online education.
• Supportive Environment: Work closely with your team and collaborate with the wider online team, fostering a collaborative and innovative atmosphere.
• Career Growth: Take on a challenging role where you can develop your skills, contribute meaningfully, and advance in your career.
• Remote Work: Enjoy the benefits of remote work while making a real difference in the lives of our students and families.

If you are a dynamic, motivated person who thrives in a high-interaction, customer-facing role, then this role could be right for you; Join Explore Learning - Unlocking Potential, together.

Starting salary: £27,000 

Contract: Full time, Fixed term contract (12 months) working fully remotely.

Working Hours (typical week): 

Additional Perks:

• Enjoy 31 annual days off (27 flexible + 4 gifted days when centres are closed at Christmas).
• You’ll have an additional 3 paid days you can take for a personal or religious celebration, wellbeing or a volunteer day.
• You'll also receive additional holiday time based on your length of service.
• There will be the potential to earn an additional individual performance contribution based on the performance of your centre of £1250 twice a year.
• Benefit from staff discounts including gym memberships and sportswear, free 16-25 or 26-30 railcard, free counselling services, access to My Possible Self (a wellbeing app), a cycle to work scheme, and a discounted Tastecard. 
• An additional length of service reward will give you access to private health insurance with Vitality.
• We offer fully subsidised tuition for the children of all salaried staff and 50% off Explore Learning membership fees for all immediate relations of staff members.
• Take advantage of our referral bonus offering, payroll giving scheme, enhanced parental leave, and pension options.