Customer Experience Assistant

Leeds City College; Leeds; On-site; GBP 22,000 - 28,000; Full time

Job summary

A prominent educational institution in Leeds is seeking a Customer Experience Assistant to provide exceptional service to students and stakeholders. You will guide students in their course selection and support them throughout their journey in a vibrant, dynamic environment. A background in customer service and strong communication skills are essential. The role offers opportunities for professional development and a supportive team culture.

Benefits

Generous annual leave

Pension schemes with employer contributions

CPD opportunities

Employee wellbeing initiatives

Flexible working opportunities

Qualifications

• Experience of working in a customer-focused role/environment.
• Good communication skills essential for guiding students.
• Knowledge of data protection and confidentiality requirements.

Responsibilities

• Provide outstanding customer service across multiple contact facilities.
• Assist students from application to enrolment.
• Identify and address customer needs and provide solutions.

Skills

Customer Service

Communication Skills

Problem Solving

Attention to Detail

IT Skills

Education

Relevant Customer Service qualification/training/experience

Literacy and Numeracy at Level 2 or above

Tools

Microsoft Office

Google Applications

Job description

About The Role

We are seeking a Customer Experience Assistant to join a dynamic team that handles a wide range of enquiries—no two days are the same. You will provide guidance and information to help students find the right course and career path. We are 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. We encourage you to apply as soon as possible, as we may close the vacancy early if we receive a high volume of interest. If you’ve applied for this role within the last three months, there’s no need to reapply, we truly appreciate your continued interest.

What You Will Do

• Greet everyone with a smile, be friendly and enthusiastic to all students, visitors, and stake holders.
• To 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

• Relevant Customer Service qualification/training/experience.
• 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 communication skills.
• Good attention to detail and accuracy.
• Problem Solving skills.
• Literacy and Numeracy at Level 2 or above.

Benefits

Annual Leave
Curriculum and Management: 44 days plus bank holidays
Curriculum support and business support: 39 days plus bank holidays

Pension Schemes With Generous Employer Contributions
Teachers’ Pension Scheme
Local Government Pension Scheme
People’s Pension Scheme

CPD Opportunities
Annual staff conference plus 2 additional staff development days.

Qualifications Including PGCE, Apprenticeships, Leadership And Management Courses

Employee wellbeing initiatives: Family Friendly Policies, discounted onsite spa (Printworks) and gym (Park Lane).

Travel and commuting: Discounted travel available through Metro card, Northern Rail, First Bus, Arriva Bus and Cycle to work schemes.

Flexible and hybrid working opportunities: Please speak to the recruiting manager regarding flexible opportunities as these differ between roles.

About Us

Leeds City College is one of the largest further education institutions in the country and is one of the biggest providers of apprenticeships regionally. We provide a vibrant and diverse learning environment, delivering excellent and innovative education which is supportive, inspiring and life changing. Leeds City College’s values put students first and are at the heart of everything the college does. We are committed to lifelong learning and investing in our staff. You’ll have access to a broad variety of training and professional development designed to help you continually develop and grow. We offer a wide range of job vacancies, and our large size means there are always exciting opportunities to progress. 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. We expect all our staff and volunteers to share this commitment. 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 with 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. To find out more about what our commitment to EDI means to us please Click here to learn more about our EDI objectives.

RECRUITMENT AGENCIES

We do not accept unsolicited CV’s and applications from agencies and will not be liable for any fee in connection with a candidate that has been submitted speculatively through any agency that has not been expressly instructed for a particular vacancy as part of our Preferred Supplier List.