Customer Experience Team Leader

Teaching Vacancies; Leeds; On-site; GBP 28,000 - 29,000; Full time

Benefits offered by this job

Annual leave benefits

Pension schemes

CPD opportunities

Travel and commuting discounts

Job summary

Luminate Education Group is seeking a Customer Experience Team Leader to lead and support our busy reception and contact centre teams across multiple sites in Leeds. This role is the first point of contact for students, staff and visitors, ensuring outstanding customer experience and strong, proactive leadership.

You will motivate and support your team, promote high standards of service, and be flexible to travel across campuses to cover annual leave, sickness, and occasional late shifts.

Qualifications

• 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.

Responsibilities

• 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 Pudsey is required occasionally to cover annual leave/sickness and the same applies to cover a late shift.

Skills

Customer service

Team leadership

Flexibility

Problem solving

Training

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 Pudsey 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

What the college offers its staff

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:

• Local Government Pension Scheme

CPD opportunities:

• Qualifications including PGCE, Apprenticeships, Leadership and Management courses.
• 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

Commitment to 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 a job with us if you are barred from engaging in regulated activity in connection to children.

£27,632 with progression to £29,255 per annum