• By The City and Guilds Group

This is a fantastic opportunity to manage our Fulfilment Function at strategic and operational levels and deliver a best in class customer service experience. Responsibilities cover the effective management of, and improvements to, a number of operational systems and platforms owned or operated by Operations.

About the role
Key areas of responsibility in this role will include:

The end to end fulfilment of products and services. You will manage, develop and maintain the operational processing capability to meet core business needs for the fulfilment of Exam Materials and Results Issue.
Operations improvement through performance management. You will lead innovation in business processes and systems to optimise performance, reduce costs and deliver improvements that exceed customer expectations.
Financial management. You will identify, maintain and improve financial and operational plans to meet organisational requirements and ensure the efficient use of resources.
Business forecasting, strategy and policy determination. You will provide strategic direction to the functions future performance, including efficient use of resources, improvement in customer service and increase in margins to deliver operational KPIs.
People management. You will manage and develop staff to ensure optimum team performance and maintain a culture of service excellence and continual business improvement.
Management information. You will build, measure and maintain an effective Fulfilment reporting facility in order to guide and inform policy decisions.
About you
This is a key, senior role within the organisation and we need someone with significant experience in an operational or service delivery environment. You will also need proven people management skills.

Your career to date will demonstrate a track record of initiating and managing change, to deliver service enhancements and excellence. You will be familiar with managing multiple suppliers in both a UK and international market. Your financial skills should demonstrate that you have successfully managed multi million pound operational budgets.

Fully familiar with Lean Management methodologies in a fulfilment environment, you will have a knowledge of using DMAIC principles, or similar, when instigating change programmes

Finally, you must be able to use and interpret statistical data and information to measure performance and drive change. You’ll have excellent planning, problem solving and time management skills. You must be able to persuade and influence at both an operational and strategic level.

What Do We Offer?
You’ll be based in a fantastic location in EC1A, surrounded by shops, bars and restaurants. We’re easily accessible with Farringdon, City Thameslink, Blackfriars and many more stations nearby. Offering the opportunity to work in a large, fast-paced, engaging environment with opportunities to develop your existing skills and explore new ones.

Working for us means working for an innovative, market-leading organisation. You’ll be entitled to an excellent Total Reward Package which typically includes:

25 days’ holiday, plus bank holidays and office shutdown over Christmas
Life assurance
Flexible working opportunities
Great pension scheme.
Our Story & Mission
The City & Guilds Group is a global leader in skills development. Our purpose is the same today as it has always been, to enable people, organisations and economies to develop their skills for growth. Backed by a Royal Charter, we have more than 135 years of experience in making sure that people can contribute to successful businesses and thriving economies.

Today, the Group consists of City & Guilds, ILM, Kineo, Digitalme, The Oxford Group and Gen2. Our businesses provide a broad and imaginative range of products and services that help people achieve their potential through work-based learning. Together, they set the standards for corporate learning, technical training and skills credentialing. Everything we do – from the way we work, our products and services, to our charitable investments – seeks to make a difference to individuals and communities around the world.

At The City & Guilds Group our success is driven by the people we work with – our people make us who we are. We pride ourselves on our ability to offer an equal opportunity to all our staff and we value diversity within our inclusive culture. We recognise that a diverse workforce is the only way we will achieve our ambitious business goals, so we work hard to be flexible way to accommodate everyone.

Next Steps
Please apply via the following link:


Once we have received your application you will be emailed a link to complete a game-based assessment that will be used in addition to your application form to assess your suitability for our organisation,

Apply Here

Upload CV