Support Lead - Lumina Learning Limited : Job Details

As a Support Lead, you will take charge of our support function, ensuring we deliver an exceptional experience to both clients and practitioners. You will lead and develop our Support Co-ordinator, act as the key escalation point for complex queries, and drive improvements across our processes and systems.

You will balance hands-on operational support with strategic oversight, making sure our day-to-day activities run smoothly while also fostering a culture of continuous improvement. By building strong relationships, collaborating across teams, and anticipating stakeholder needs, you will play a vital role in keeping our support service responsive, efficient, and client-focused.

What you will be doing:

• Leading, mentoring, and developing our Support Co-ordinator.
• Handling escalated client and practitioner queries with confidence and care.
• Overseeing and refining support processes to ensure efficiency and consistency.
• Providing hands-on support when needed – yes, you’ll still roll up your sleeves!
• Building strong relationships with clients and practitioners, anticipating needs before they arise.
• Reporting on team performance and championing continuous improvement.
• Partnering with our Commercial, Marketing, and Tech teams to align on messaging and initiatives.

What We’re Looking For:

• 2+ years’ experience in client support, customer service, or community engagement.
• Strong communication, coaching, and stakeholder management skills.
• Calm under pressure with a client-first mindset and commercial awareness.
• Organised, tech-savvy, and confident using Microsoft Office and digital tools.
• Degree-level education or equivalent experience.
• Based in the UK with the right to work.