Customer Experience Supervisor

Leeds City College; Leeds; On-site; GBP 25,000 - 30,000; Full time

Job summary

Leeds City College is seeking a Customer Experience Supervisor to lead a dynamic team at their Pudsey Sixth Form campus. The role involves managing daily operations, ensuring exceptional service, and supporting admissions. Ideal candidates will have customer service experience and strong leadership skills, with a commitment to fostering a positive environment.

Benefits

Generous annual leave

Excellent pension schemes

Memberships and discounts

Discounted travel options

Opportunities for professional development

Employee wellbeing initiatives

Flexible working arrangements

Qualifications

• Previous customer service experience, preferably in reception or front-of-house roles.
• Experience managing or leading a team.
• Flexible and able to adapt to changing priorities.

Responsibilities

• Manage the daily operations of the customer experience team.
• Cover the front desk/reception as part of the rota.
• Support the admissions team with application processing.

Skills

Customer service

Team management

Problem-solving

Attention to detail

Tools

Microsoft Office

Google applications

Job description

About The Role

This role will be based at our Pudsey Sixth Form campus but 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 central hubs of activity. As the first and last point of contact for students, staff, and visitors, the service we provide must be exceptional. You will work alongside the Student Recruitment and Customer Experience Department to ensure the team is prepared and effective at all times.

It is essential that you are passionate about delivering excellent customer service, approachable, and enjoy building relationships.

We encourage early applications as the vacancy may close early if we receive high interest.

What You Will Do

• Manage the daily operations of the customer experience team, including scheduling.
• Cover the front desk/reception as part of the rota to ensure high-quality service to all visitors and stakeholders, including during sickness or holiday leave.
• Support the admissions team with application processing, tracking students through various data systems, and communication via phone, email, and online platforms.
• Work flexibly across campuses within Leeds City Centre, including occasional late shifts to cover absences.
• Maintain a consistent, high-quality reception service, including issuing student ID passes, checking IDs, answering calls, and performing administrative duties.
• Create an environment that motivates and develops staff across campuses.
• Manage the visitor system, ensuring all visitors are signed in and staff are trained accordingly.
• Work flexible hours, including some evenings and weekends, to meet business needs.

About You

• Previous customer service experience, preferably in reception or front-of-house roles.
• Experience managing or leading a team.
• Flexible and able to adapt to changing priorities.
• Strong problem-solving and decision-making skills.
• Experience in training and developing staff.
• Proficient in Microsoft Office and Google applications.
• Attention to detail and accuracy.

Benefits

We offer numerous benefits, including:

• Generous annual leave: 39 days for support staff, 44 days for academic and senior management staff, plus bank holidays.
• Excellent pension schemes, including Teachers’ Pension and Local Government Pension Scheme.
• Memberships and discounts, such as TOTUM card.
• Discounted travel options and cycle-to-work schemes.
• Opportunities for professional development and staff training.
• Employee wellbeing initiatives.
• Flexible and hybrid working arrangements depending on role requirements.

About Us

Leeds City College is among the largest further education providers nationally, offering vibrant, inclusive learning environments and a broad range of courses and apprenticeships. We are committed to lifelong learning, staff development, and creating opportunities for career progression.

Safeguarding and Equality

We are dedicated to safeguarding our students and fostering an inclusive workplace that values diversity. All successful candidates will undergo pre-employment checks, including an enhanced DBS, and must share our commitment to safeguarding and equality.

Recruitment

We do not accept unsolicited CVs from recruitment agencies. All applications are handled directly.