Customer Experience Assistant

Luminate Education Group; Leeds; On-site; GBP 60,000 - 80,000; Full time

Job description

Please Note: The application deadline for this job has now passed.

About the Role

We’re a friendly, passionate team dedicated to delivering an outstanding customer experience to our diverse community of students, visitors, and stakeholders.

We take pride in supporting students on their journey and love seeing them start their day with a smile, enjoying their learning experience.

Based in central Leeds with great transport links, we’re part of the 50+ strong Customer Experience and Student Recruitment team within Luminate Education Group. Our teams are located across various Leeds campuses.

As a Customer Experience Assistant, you’ll join a dynamic team handling a wide range of enquiries—no two days are the same. You’ll provide guidance and information to help students find the right course and career path.

What You Will Do

• Greet everyone with a smile, be friendly and enthusiastic to all students, visitors, and stakeholders.
• Provide outstanding customer service, information, and guidance over several different contact facilities, including face to face, telephone, email, and web chat that represents the Luminate brand.
• Provide information and guidance to current and potential students on their journey from application to enrolment.
• Identify customers' needs, clarify information, research every issue, and provide solutions and/or alternatives.
• Take an active part in all college student recruitment related events such as open days and curriculum specific activities.
• Promote course specific curriculum programs and activities.
• Work to flexible and diverse workflows and shift patterns in line with business needs including the occasional Saturday.

About You

• Experience of working in a customer-focused role/environment.
• Good IT skills and knowledge of Microsoft Office / Google applications.
• Knowledge of data protection and confidentiality requirements.
• Good attention to detail and accuracy.
• Literacy and Numeracy at Level 2 or above.

About Us

Luminate Education Group is a collective of education providers based in Yorkshire with one clear purpose: to make a positive difference to people’s lives through genuinely transformative education and training.

We offer a wide range of job vacancies across our business support functions including Finance, Human Resources, ITSS, Marketing, Communications, Executive Support, Estates, and Food Services. Our large size and diverse range of member organisations means there are always exciting opportunities to progress.

As an education provider, we are committed to lifelong learning and investing in our workforce, and you’ll have access to a broad variety of training and professional development designed to help you continually develop and grow.

Join us on the journey to being the best that we can collectively be for our students, apprentices, staff, and our stakeholders.

SAFEGUARDING

At Luminate Education Group, we are committed to the safeguarding and welfare of all our students including children, young people, and vulnerable adults. We expect all our staff and volunteers to share this commitment. We follow the Safer Recruitment requirements and best practice as set out within Keeping Children Safe in Education statutory guidance. All successful applicants will be required to complete mandatory pre-employment checks which include an enhanced DBS check, online checks, and must have two satisfactory references. Please be aware that it is a criminal offence to apply for this post if you are barred from engaging in regulated activity in connection to children.

EQUALITY, DIVERSITY AND INCLUSION

Our commitment to Equality, Diversity, and Inclusion (EDI) in recruitment is key to our Group’s values. We are dedicated to fostering a workplace that embraces equality, diversity, and inclusion in all its forms, where every candidate is treated with fairness, respect, and equity. Our recruitment processes are designed to ensure equal opportunities, remove bias, and promote a diverse talent pool. We continually assess and improve our practices to ensure that every individual, regardless of background, has an equal chance to succeed. By championing EDI, we aim to create a workforce that reflects the richness of our communities and drives innovation through diverse perspectives.

RECRUITMENT AGENCIES

We kindly request that recruitment agencies do not forward any unsolicited CVs in relation to any of our advertised roles or speculatively. If we require support with any of our vacancies, we will get in touch with agencies directly.

• We do not recognise submissions of unsolicited or speculative CV applications from recruitment agencies.
• We shall not be liable for any fee/commission in the event we employ a candidate that may have been submitted as an unsolicited/speculative application from an uninstructed recruitment agency.
• Contract Type: LEG - Permanent - Full Time