Customer Experience Supervisor

Luminate Education Group; Leeds; On-site; GBP 26,000 - 28,000; Full time

Job summary

A leading education provider is seeking a Customer Experience Supervisor to manage the customer experience team at their Leeds campuses. This role involves ensuring exceptional service at reception, supporting admissions, and leading a dynamic team. The ideal candidate is passionate about customer service and has experience in a similar role, with opportunities for career progression.

Benefits

Generous Annual Leave

Memberships and Discounts

Travel and Commuting Discounts

Learning and Development Opportunities

Flexible and Hybrid Working

Qualifications

• Previous customer service experience in a reception or front-of-house role.
• Experience managing or leading a team.
• Ability to work flexibly across various tasks and changing priorities.

Responsibilities

• Manage the day-to-day running of the customer experience team.
• Ensure the highest level of reception service is delivered.
• Support admissions campus team leaders in the application process.

Skills

Customer service

Team management

Problem-solving

Attention to detail

Tools

Microsoft Office

Google applications

Job description

This role will be based at our Pudsey Sixth Form campus but it is part of a team that will also cover all our Leeds based campuses if needed.

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

Our welcoming reception areas and contact centre are a hub of activity and at the centre of the action. We are the first and last point of contact for our students, staff & visitors, and the first place to go for advice or assistance. Therefore, first impressions are very important, and the service we provide needs to be second to none. We are responsible for working alongside the Student Recruitment and Customer Experience Department to ensure the customer experience team is on point at all times and ready to jump into action.

It's important that you are passionate about delivering excellent customer service, approachable, and love speaking to people and building relationships to deliver great customer service.

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

What You Will Do

1. Manage the day-to-day running of the customer experience team, including completing the rota.
2. Be part of the regular rota to cover the front desk/reception, ensuring the highest level of reception service is delivered consistently to students, staff, stakeholders, and visitors, exceeding their expectations. Also, provide cover during sickness or holiday absences.
3. Support and work with the admissions campus team leaders on the application to interview to enrolment process, including tracking students through various data processing systems and communication channels such as phone, text, email, letter, and online processes.
4. Flexibility and willingness to work across all campuses within Leeds City Centre are required to cover annual leave/sickness and late shifts.
5. Ensure a consistent excellent reception service at designated campuses—issuing student ID passes, checking ID badges, answering calls, and performing other admin duties as required.
6. Create an environment that motivates and develops staff across all campuses, enabling colleagues to achieve job fulfilment.
7. Manage the College visitor system, ensuring all visitors sign in and training is provided to staff across campuses.
8. Work with flexible and diverse workflows and shift patterns, including some evenings and weekends, based on business needs.

About You

1. Previous customer service experience in a customer-focused, reception, or front-of-house role.
2. Experience managing or leading a team.
3. Ability to work flexibly across various tasks and changing priorities.
4. Effective problem-solving and decision-making skills.
5. Experience in training and developing a team.
6. Proficiency in Microsoft Office and Google applications.
7. Good attention to detail and accuracy.

There are many benefits available to our staff, including:

• Generous Annual Leave— at least 39 days plus bank holidays for full-time staff, including Christmas closure days (pro-rata for part-time). Support Staff: 39 days; Academic: 44 days; Senior Management: 44 days.
• Memberships and Discounts— discounts via schemes like TOTUM (formerly NUS).
• Travel and Commuting— discounted travel options through Metro card, Northern Rail, First Bus, Arriva Bus, and Cycle to Work schemes.
• Learning and Development— including staff development days.
• Flexible and Hybrid Working— depending on role requirements.

About Us

Leeds City College is among the largest further education providers in the country, offering a vibrant, diverse learning environment with a focus on innovative education that is supportive, inspiring, and life-changing. Our values prioritize students first, and we are committed to lifelong learning and staff development. We offer numerous opportunities for career progression.

Join us on our journey to be the best for our students, apprentices, staff, and stakeholders.

Safeguarding

We are committed to safeguarding and promoting the welfare of all students, including children, young people, and vulnerable adults. All staff and volunteers must share this commitment. 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 embracing equality and diversity, ensuring fair treatment and opportunities for all, and continuously improving our practices to promote a diverse workforce that reflects our community.

Recruitment Agencies

We do not accept unsolicited CVs from agencies and will not be liable for fees in relation to such submissions. We will contact agencies directly if support is needed.

• No recognition of unsolicited CVs.
• No liability for fees from unsolicited applications.
• Salary: Starting at £26,429, progressing to £27,981 per annum.
• Frequency: Annual.
• Job Reference: LUM591/1900.
• Contract Type: Permanent, Full Time.