Multi-Site Customer Experience Lead

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

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.