Customer Experience Assistant

Luminate Education Group; Leeds; On-site; GBP 20,000 - 25,000; Full time

Job summary

A leading educational institution in Leeds is seeking a Customer Experience Assistant to enhance service delivery across campuses. The role involves providing exemplary customer service, guiding students and visitors, and working collaboratively with various departments. Ideal candidates will have strong communication skills and a passion for customer satisfaction. Benefits include generous leave, travel discounts, and opportunities for professional development.

Benefits

Generous annual leave

Memberships and discounts

Discounted travel options

Learning and development

Flexible and hybrid working

Qualifications

• Experience in a customer-focused role/environment.
• Good IT skills with knowledge of Microsoft Office and Google applications.

Responsibilities

• Ensure the highest level of customer service is delivered consistently.
• Provide customer service through calls, webchat, email, and face-to-face.
• Work with KPIs and meet or exceed set targets.

Skills

Customer Service

Communication

Attention to Detail

Education

Literacy and Numeracy Level 2

Tools

Microsoft Office

Google Applications

Job description

This role will be based at our Pudsey Sixth Form Campus, but you will be part of a team expected to cover all our Leeds-based campuses.

We are looking for a Customer Experience Assistant to join a dynamic team.

Our welcoming reception areas and contact centre are hubs of activity and central to our operations. We are the first and last point of contact for students, staff, and visitors, and the first place they turn to for advice or assistance. Therefore, first impressions are crucial, and the service we provide must be exemplary. We work closely with the Student Recruitment and Customer Experience Department to ensure our team is prepared and responsive at all times.

It is important that you are passionate about delivering excellent customer service, approachable, and enjoy speaking with people and building relationships to enhance the customer experience.

We encourage you to apply promptly, as we may close the vacancy early if we receive a high volume of applications.

What You Will Do

1. Ensure the highest level of customer service is delivered consistently to students, staff, stakeholders, and visitors, surpassing their expectations at reception.
2. Provide customer service, information, and guidance through various contact methods (calls, webchat, email, face-to-face).
3. Work with KPIs and meet or exceed set targets.
4. Attend coaching, 1-to-1s, and staff development sessions to improve knowledge and productivity.
5. Identify customer needs, clarify information, research issues, and provide solutions or alternatives.
6. Deliver excellent customer service that reflects the company's brand.
7. Follow campus health and safety and emergency response procedures, including first aid.
8. Work flexible shifts, including evenings and some weekends, in line with business needs.

About You

1. Experience in a customer-focused role/environment.
2. Good IT skills, with knowledge of Microsoft Office and Google applications.
3. Strong attention to detail and accuracy.
4. Literacy and Numeracy at Level 2 or above, or a commitment to achieve this within one year.

Willingness to work across campuses within Leeds City Centre and Pudsey is essential.

Our staff benefits include:

• Generous annual leave - at least 39 days plus bank holidays for full-time staff, including Christmas closure days. (Support staff: 39 days, Academic: 44 days, Senior Management: 44 days)
• Memberships and discounts - access to schemes like TOTUM card.
• Travel and commuting - discounted travel options via Metro card, Northern Rail, First Bus, Arriva Bus, and cycle schemes.
• Learning and development - including staff development days.
• Flexible and hybrid working - depending on role requirements.

About Us

Leeds City College is one of the largest further education providers in the country, renowned for apprenticeships and innovative education in a vibrant, diverse environment. Our values prioritize students and support lifelong learning and staff development. We offer numerous opportunities for career progression.

Join us in our journey to excel for our students, apprentices, staff, and stakeholders.

Safeguarding

We are committed to safeguarding and welfare, following Safer Recruitment practices. Successful applicants will undergo pre-employment checks, including an enhanced DBS, online checks, and references. It is a criminal offense to apply if barred from regulated activity involving children.

Equality, Diversity, and Inclusion

Our commitment to EDI is integral to our values. We strive to create a workplace that promotes fairness, respect, and diversity, ensuring equal opportunities for all candidates. We are dedicated to continuous improvement in our practices to foster an inclusive environment. For more information, please click here.

Recruitment Agencies

We do not accept unsolicited CVs from recruitment agencies. All support will be initiated directly by us if needed. We are not liable for fees related to unsolicited applications.

• Unsolicited CV submissions from agencies will not be recognized.
• We will not pay fees for unsolicited applications.
• Contract Type: LEG - Permanent - Full Time