Customer Experience Assistant

Leeds City College; Leeds; Hybrid; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Flexible and hybrid working

Discounted travel

Wellbeing initiatives

Job summary

Leeds City College is seeking a Customer Experience Assistant to join the campus reception team, delivering friendly guidance to students, visitors and stakeholders as they navigate applications and enrolment.

You will handle face-to-face, telephone, email and web chat inquiries, identify needs, research issues and provide solutions, while supporting events and campus activities across Leeds sites.

Qualifications

• Relevant Customer Service qualification/training/experience.
• Experience of working in a customer focused role/environment.
• Good communication skills.
• Good IT skills and knowledge of Microsoft Office/Google applications.
• Knowledge of data protection and confidentiality requirements.
• Good attention to detail and accuracy.
• Problem Solving skills.
• Literacy and Numeracy at Level 2 or above.

Responsibilities

• 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.

Skills

Relevant Customer Service

Customer focused role

Good communication

IT skills / Microsoft Office

Data protection knowledge

Attention to detail

Problem solving

Literacy and Numeracy Level 2+

Education

Literacy and Numeracy Level 2+

Tools

Microsoft Office/Google apps

Job description

• Relevant Customer Service qualification/training/experience.

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 looking for one Customer Experience Assistant to work across our campus receptions.

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.

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

The group offers a range of excellent benefits, including:

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

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 - 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.

Luminate Education Group consists of; Harrogate College, Keighley College, Leeds City College, Leeds Sixth Form College, Pudsey Sixth Form College, Leeds Conservatoire and University Centre Leeds.

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 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. 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.