Customer Experience Team Leader

Leeds City College; Leeds; On-site; GBP 29,000 - 36,000; Full time

Benefits offered by this job

Annual leave 44 days + BHs

Pension schemes

CPD opportunities

Discounted travel

Hybrid/ flexible working options

Job summary

Leeds City College is seeking a Customer Experience Team Leader to oversee reception and contact centre operations across multiple campuses. You will motivate and support staff, maintain high service standards and ensure timely responses to student, staff and visitor inquiries.

In this role you will travel between Print Works (LS10) and Pudsey Sixth Form (LS28) campuses, manage rota and training, and collaborate with admissions to support enrolment processes.

Qualifications

• Previous customer service experience in a front of house role.
• Experience of managing or leading a team.
• Ability to work across a number of tasks and changing priorities.
• Ability to problem solve and make effective decisions.
• Ensure customer service assistants regularly receive training on Front of House systems.
• Ensure the campus team provides excellent customer service across campuses.

Responsibilities

• Manage the day-to-day running of the customer experience team, including reception, contact centre calls, web chat, text, emails and online contact for Luminate Education Group.
• Create and manage rotas, covering annual leave and sickness to meet SLAs.
• Ensure mandatory training is completed and deliver training as needed.
• Support admissions team leaders with applications to interview and enrolment, tracking students through data systems and communication channels.
• Participate in college recruitment events such as open days; may work weekends.
• Be flexible to cover across all sites within Leeds City Centre and Pudsey campuses.

Skills

Team leadership

Customer service

Flexibility

Decision making

Training delivery

Brand representation

Job description

About The Role

We are looking for a Customer Experience Team Leader to lead and support our busy reception and contact centre teams. As the first point of contact for our students, staff and visitors, you will play a key role in creating positive first impressions and ensuring we consistently deliver an outstanding customer experience.

Working closely with the Student Recruitment and Customer Experience Department, you will motivate and support your team, promote high standards of service and ensure colleagues are confident, prepared and ready to respond to a wide range of customer needs.

If you are passionate about customer service, enjoy building relationships and have the leadership skills to inspire others, this is a great opportunity to make a real difference to the experience of our students, staff and visitors.

You will need to be willing to travel across all sites - with responsibility of managing the Customer Experience Team at our Print Works (LS10) and Pudsey Sixth Form (LS28) Campuses.

What You Will Do

• To manage the day-to-day running of the customer experience team, including reception, contact centre calls, web chat, text, emails and dedicated inbox and online contact for Luminate Education Group.
• Completion of rota, covering any annual leave and sickness to meet the agreed SLA.
• Ensure that the customer experience team are compliant with all mandatory training and deliver any training needed to successfully carry out their role.
• To support and work with the admissions campus team leaders to support the application to interview to enrolment process, including the tracking of students through a range of data processing systems along with phone, text, email, letter and online processes.
• Take an active part in all college student recruitment related events such as open days and curriculum specific activities, which may include working an occasional weekend.
• As we are a multi-campus site, flexibility and willingness to work across all sites within Leeds City Centre and Pusdey is required occasionally to cover annual leave/sickness and the same applies to cover a late shift.

About You

• Previous customer service experience in a customer focused reception or front of house role.
• Experience of managing or leading a team.
• Must be able to work flexibly across a number of tasks and changing priorities.
• Ability to problem solve and make effective decisions.
• To ensure the customer service assistants regularly receive training on the Front of house systems.
• To ensure that the campus team provides an excellent level of customer service that represents the company’s brand across all campuses.

Benefits

• Annual Leave: Curriculum and Management: 44 days plus bank holidays
• Annual Leave: Curriculum support and business support: 39 days plus bank holidays
• Pension Schemes With Generous Employer Contributions: Teachers’ Pension Scheme
• Pension Schemes With Generous Employer Contributions: Local Government Pension Scheme
• Pension Schemes With Generous Employer Contributions: 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 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.