Customer Experience Supervisor (LUM591/1900)

About the Role

This role will be based at our Pudsey Sixth Form campus but it is part of a team that will also cover all our Leeds based campuses if needed.

We are looking for a Customer Experience Supervisor to join a dynamic team.

Our welcoming reception areas and contact centre are a hub of activity and at the centre of the action. We are the first and last point of contact for our students, staff & visitors and the first place to go for advice or assistance. Therefore, first impressions are very important, and the service we provide needs to be second to none. We are responsible for working alongside the Student Recruitment and Customer Experience Department in ensuring the customer experience team are on point at all times and ready to jump into action.

So it's important you are passionate about delivering great customer service by ensuring you are approachable and ultimately love speaking to people and building relationships to deliver great customer service.

We encourage you to apply as soon as possible, as we may close the vacancy early if we receive a high volume of interest.

What You Will Do

• Manage the day-to-day running of the customer experience team including the completion of rota.
• Be part of the normal rota to cover the front desk/reception to ensure that the highest level of reception service is delivered consistently to students, staff, stakeholders and external visitors to exceed their expectations. As well as provide cover during any sickness or holiday cover.
• 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.
• 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.
• To ensure a consistent excellent reception service at designated campus– issuing student ID passes, Checking ID badges answering telephone calls and any other admin duties required.
• Achieves and creates an environment that allows colleagues to achieve job fulfilment by motivating and developing staff across all campuses.
• Manage the College visitor system insuring all visitors are signed into the college and training is given to all staff across all campuses.
• To work to flexible and diverse workflows and shift patterns in line with business needs including some evenings and weekends.

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.
• Experience of Training and developing a team.
• Ability to work flexibly across a number of tasks and changing priorities.
• Experience of using Microsoft Office and Google applications.
• Good attention to detail and accuracy.

Benefits

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

• Generous Annual leave entitlement - If you work full time, you'll get at least 39 days holiday plus bank holidays. This includes closure days at Christmas (pro rata for part time staff).
  • Support Staff 39 days
  • Academic 44 days
  • Senior Management 44 days
• Excellent 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

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. We continually assess and improve our practices to ensure that every individual, regardless of background, has an equal chance to succeed. By championing EDI, we aim to create a workforce that reflects the richness of our communities and drives innovation through diverse perspectives. 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 kindly request that recruitment agencies do not forward any unsolicited CVs in relation to any of our advertised roles or speculatively. If we require support with any of our vacancies we will get in touch with agencies directly.

• We do not recognise submissions of unsolicited or speculative CV applications from recruitment agencies.
• We shall not be liable for any fee / commission in the event we employ a candidate that may have been submitted as an unsolicited/speculative application from an uninstructed recruitment agency.

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