Customer Experience Supervisor (LUM591/914)

About the Role

• Manage the day-to-day running of the customer experience team including the completion of rota
• 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 is required occasionally to cover annual leave/sickness and the same applies to cover a late shift

What You Will Do

• Manage the day-to-day running of the customer experience team including the completion of rota
• 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 is required occasionally to cover annual leave/sickness and the same applies to cover a late shift
• You will be expected to be be a part of the normal rota (covering between 15 - 20 hours per week), this may include some early evening or early morning shifts

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

Benefits

There are plenty of benefits available to our staff members, here are just a few:

• Annual leave entitlement - If you work full time, you'll get at least 27 days holiday plus bank holidays and up to 5 discretionary closure days at Christmas (pro rata for part time staff).
  • Support Staff 27 days (increasing to 32 days after 5 years service)
  • Academic 37 days
  • Senior Management 37 days
• Generous Pension schemes
  • Teachers’ Pension Scheme 
  • Local Government Pension Scheme 
• Memberships and discounts - employees can sign up to various membership cards and discount schemes such as TOTUM card (formerly NUS card). 
• Travel and commuting - discounted travel available through Metro card, Northern Rail, First Bus, Arriva Bus and Cycle to work schemes.
• Learning and development opportunities -  including staff development days
• Employee wellbeing initiatives
• Flexible and hybrid working opportunities - this will vary depending on role requirements

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 including children, young people, and vulnerable adults. We expect all our staff and volunteers to share this commitment. We follow the Safer Recruitment requirements and best practice as set out within Keeping Children Safe in Education statutory guidance. 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

We recognise, value and champion diversity & Inclusion. As we engage with a diverse student population we want to ensure we reflect that in our staff population too. For us diversity is about building happy teams, full of people that want to learn and be inspired by each other, by our different experiences and backgrounds. It is important to us that both staff and students achieve their full potential.  Diversity is important to us, but inclusion is equally, if not more important. It’s not just about having the representation but also providing the people we recruit with opportunities and valuing everyone’s contributions and perspectives.

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