The Organisation

The ParentPay Group brings together a number of brands, offering an array of services that support schools to achieve better outcomes for their pupils, streamline administration and reduce costs. Fundamentally, creating more time for learning.

Their applications have revolutionised the way schools engage with parents and carers, and transformed school catering, data analytics and children’s attitude to money.

Across the UK and mainland Europe, more than 30,000 schools and 8 million parents trust ParentPay on payments, communication, and management systems. In the UK alone they provide services to over 14,000 schools, across 200 local authorities, managing over £58 million a month in online payments, and communication to 3 million parents.

The Opportunity

A need has arisen to inject a best practice approach to Group Service Management including leadership of the ParentPay service desks, change and configuration management, leadership of Major Incidents, including responsibility for Service Delivery. Although the Group’s contact centres are the vital public face of their operations, a holistic approach to Service Management is vital for growth and customer excellence. The role of Director of Service Management will be responsible for managing the portfolio both in the UK and in India, and will include responsibility for our European entities in due course. In total there are circa 130 staff spanning all UK contact sites and their facility in India and the successful candidate will work with the team to ensure service levels are achieved and the service and experience customer care delivers to their customers is continually improved.

Key areas of focus are firstly ensuring the ongoing quality of customer care and support is best in class, measured by industry standards. Secondly improving the quality and use of data for reports and forecasting and to drive our business forward. Finally, the use of technology and AI to improve the experience for our customers is a key area of development.

The successful candidate will be a customer focused individual, with an inquisitive approach and mindset, looking at ways of improving the support ParentPay offer to schools and parents alike. They will lead, motivate and train the customer service advisors and the wider ITSM team, whilst also having the ability to report directly into the board.

Additional Details

The role will require a certain degree of travel across their sites in the UK, however the main locations will be Chelmsford and their headquarters in Coventry. The expectation is to be present on a site 3 days a week.

A competitive base salary along with company pension, individual private healthcare and 25 days holiday are included with the role. 

Rob Fain

Principal Consultant – IT & Digital Leadership

Berwick Partners

07989410140

rob.fain@berwickpartners.co.uk