Customer Experience Team Leader

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