Multi-Campus Customer Experience Team Lead

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

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.