About the Role
We're looking for a proactive and inspiring Customer Service Team Leader to join our team and help shape the front-line experience for everyone who walks through our doors or contacts us. Our vibrant reception areas and customer experience team are central to campus life and you’ll be right at the heart of the action.
As the first and last point of contact for students, staff, and visitors, the Customer Service Team plays a vital role in delivering exceptional service. First impressions count, and we’re committed to making sure every interaction is professional, welcoming, and helpful.
In this role, you'll lead by example by supporting and motivating your team to deliver a consistently outstanding experience. Working closely with the Student Recruitment and Customer Experience Department, you’ll ensure that the team is always ready to respond promptly, effectively, and with a positive attitude.
We encourage you to apply as soon as possible, as we may close the vacancy early if we receive a high volume of applications.
What You Will Do
- Lead and manage the day to day running of the Customer Experience Team to ensure they deliver an exceptional first point of contact for all internal and external customers and stakeholders
- Support and collaborate with Admissions Campus Team Leaders across the Group to facilitate the application-to-enrolment process. This includes tracking applicants through various data systems and managing communication via phone, text, email, letters, and online platforms, deliver an exceptional first point of contact for all internal and external customers and stakeholders.
- Ensure the Customer Experience Team remains fully compliant with all mandatory training requirements and provide any additional training necessary to support high performance and service excellence.
- Ensure the delivery of a consistent, high-quality reception service at the designated campus that reflects the Group's brand values. Responsibilities include issuing student ID passes, verifying identification against ProSolution records, handling incoming telephone enquiries, and completing general administrative tasks as required.
About You
- English & Maths qualification at Level 2 or above
- Experience in a customer-facing role, supported by relevant training or a qualification in customer service
- Demonstrated ability to effectively manage and motivate a team
- Ability to analyse data and use insights to inform decision-making
- Skilled in using digital platforms, including social media and web programs, to manage and respond to customer enquiries
Benefits
The group offers a range of excellent benefits, including:
Annual leave:
Curriculum and Management: 44 days plus bank holidays
Curriculum support and business support: 37 days plus bank holidays
Pension schemes with generous employer contributions
Teachers’ Pension Scheme
Local Government Pension Scheme
People’s Pension Scheme
CPD opportunities:
Annual staff conference plus 2 additional staff development days.
Qualifications including PGCE, Apprenticeships, Leadership and Management courses.
Employee wellbeing initiatives: Family Friendly Policies, discounted onsite spa (Printworks) and gym (Park Lane).
Travel and commuting: Discounted travel available through Metro card, Northern Rail, First Bus, Arriva Bus and Cycle to work schemes.
Flexible and hybrid working opportunities: Please speak to the recruiting manager regarding flexible opportunities as these differ between roles.
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. We expect all our staff and volunteers to share this commitment. 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. 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 do not accept unsolicited CV’s and applications from agencies and will not be liable for any fee in connection with a candidate that has been submitted speculatively through any agency that has not been expressly instructed for a particular vacancy as part of our Preferred Supplier List.
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