At FutureLearn, we’re passionate about the power of lifelong learning. We help learners from all over the world progress in their careers – and invest in their futures.

We truly believe that up-skilling is a worthy investment, and we hope to empower our learners to take control of their careers through personalised learning pathways – giving them progress at their fingertips.

Partnering with 260+ world-class educational partners, including prestigious universities, global brands and industry partners, we offer our 20 million-strong learner community the opportunity to discover and access flexible, high-quality online courses and degrees.

We’re not here just to teach new skills (although we do that well), we want to help transform lives. FutureLearn is looking to build our teams with people who share our passion for lifelong learning, career empowerment and education for all. If that sounds like you, get in touch. You could help us achieve our biggest goal yet – becoming the world’s best AI-powered, career-based learning platform and OPM.

What is the opportunity?
Lead and manage the Sales Educational Consultant team to meet recruitment and enrolment targets, ensure consistent high‑quality applicant advice, and maintain operational compliance with institutional policies and OfS expectations. Combine people leadership, performance management, process improvement and data‑driven decision making to optimise the enquiry-to-enrolment journey.

An operational lead with a hands-on approach, excellent coaching skills, strong analytical capability and deep commitment to fair admissions practice and regulatory compliance. Able to balance commercial targets with student-centred service and maintain meticulous operational control.

What does success look like:

• Lead, coach and develop a team of Sales Educational Consultants (typical size 6–12): set objectives, run regular 1:1s, performance reviews and career development.

• Own day‑to‑day operational delivery: workload allocation, rota planning, SLA adherence, quality assurance and meeting throughput targets (calls, applications, offers and enrolments).

• Drive team performance to meet/exceed KPIs (lead response time, conversion rates, applications, offers, enrolments) through coaching, forecasting and performance interventions.

• Produce, maintain and present reports/dashboards (Power BI/SalesForce/Excel) on team activity, pipeline health and conversion metrics to senior management.

• Implement and maintain standard operating procedures, quality frameworks, calibration sessions and call/email reviews to ensure consistent, accurate and compliant advice.

• Manage escalations, complex cases and complaints originating from the team; ensure timely resolution and root‑cause follow up.

• Lead process improvement and operational change projects (CRM enhancements, automation, voice/AI pilots, form optimisation) working with IT and Marketing, and in close collaboration with the Sales Ops Manager.

• Ensure compliance with data protection (GDPR), consumer protection and OfS guidance in all applicant communications and processes; prepare evidence for audits and regulatory reporting as required.

• Coordinate closely with Admissions, Academic Schools, Student Services and Marketing to align messaging, offer handling and handover processes.

• Recruit, induct and onboard new advisors in collaboration with the Enrolment Trainer; foster a culture of high performance, inclusivity and continuous learning.

What you bring to the table:

Essential skills, knowledge and experience

Experience

• Proven people management experience (minimum 2–3 years) leading operational or sales/advisory teams, preferably in higher education student recruitment or other regulated customer‑facing environments.

• Demonstrable track record of meeting or exceeding team targets and driving measurable performance improvements.

• Experience with CRM systems and operational tooling (Salesforce, HubSpot, Anthology/CampusNexus or equivalent).

• Experience managing complaints/escalations and working with stakeholders (academic staff, compliance, student services).

Education

Degree or equivalent professional experience.

Relevant professional qualifications in management, project management or customer service are desirable.

Knowledge

• University application processes (UCAS/direct), basic fee/funding routes and applicant lifecycle.

• Admissions criteria, recruitment funnels, SLA management and quality assurance practices.

• CRM lifecycle management, reporting creation, performance management techniques and coaching methodologies.

• OfS regulatory expectations on consumer protection, access & participation and transparency; GDPR requirements for applicant data handling and audit-ready record-keeping.

Skills

• Coaching, performance management, recruitment and team building.

• Ability to create and interpret dashboards, run root-cause analysis and translate data into actionable interventions.

• Clear written and verbal communication, presentation to senior stakeholders, liaison with academic teams.

• Process mapping, SLA enforcement, quality assurance and escalation management.

• Problem solving & decision making: rapid assessment of operational issues and implementation of mitigations.

• Manage a high-volume, seasonal workload and model professional behaviour under pressure.

• Commitment to delivering excellent applicant experience and fair, auditable decision-making.

• Manage rejection, shifting priorities and seasonal demand peaks.

• Work effectively with diverse international applicants and cultural contexts.

Desirable skills, knowledge and experience

• Prior experience in higher education student recruitment leadership.

• Experience with automation, AI/voice pilots, and CRM/marketing integrations.

• Experience working with international recruitment or employer-sponsored programmes.

• Knowledge of equality, diversity and inclusion best practice applied to admissions/recruitment.

What happens next?

Ready to go for it? Click 'Apply', include your CV and tell us why you'd like to become a FutureLearner, and how you’ll nail this role.

Recruitment Process

Please contact jobs@futurelearn.com if you require any reasonable adjustments or alterations to be made to support you through the recruitment process.

Diversity Statement

We value all the great benefits that diversity brings and encourage everyone to bring their whole self to work – At FutureLearn we are proud to have Diversity and Inclusion at the centre of everything we do. We are committed to Equal Employment Opportunity regardless of race, colour, national origin, ethnicity, gender, age, disability, sexual orientation, gender identity or religion.

We can't wait to meet you! #FutureLearnCareers