Student Recruitment and Admissions Contact Centre Team Leader
- Recruiter
- Luminate Education Group
- Location
- Leeds, West Yorkshire
- Salary
- £21,346 - £23,213 per annum
- Posted
- 07 Sep 2018
- Closes
- 21 Sep 2018
- Job Level
- Administrator / Officer / Advisor
- Job Function
- Student Services / Recruitment
- Contract Type
- Permanent
- Hours
- Full Time
Leeds City College is one of the UK’s largest FE establishments with around 1200 employees and over 35,000 students. Offering a diverse curriculum within a vibrant and multicultural learning environment, our goal is to deliver excellent and innovative education which supports and inspires every student to achieve their ambitions.
Are you a contact centre Team Leader who is target driven and has experience of leading, motivating and developing a customer service team in a contact centre environment
Are you an ambitious and driven individual who has proven experience of supervising in a call centre environment?
Are you looking for an opportunity to develop with new digital communication technologies?
Are you the strongest link when it comes to developing and implement processes and procedures to keep the department as efficient and compliant as possible.
Then you need to know more about one of the largest FE college groups in the North of England.
The 50 plus strong Student Recruitment and Marketing Department is located in central Leeds with easy access to the train station and the contact centre is the hub of all communication with potential and existing students.
You will be leading a team of customer service advisors setting objectives and training the team with a long term goal in mind.
Below are the just some of the tasks your typical day will be filled with:
- To manage the day to day running of the contact centre, including contact calls, web chat live, text and online contact.
- To lead and manage the student recruitment and Admissions contact centre team for the contact centre inclusive of contact calls, web chat live, text and online contact.
- To manage customer queries and respond appropriately including hand over and resolution.
- To work with the wider marketing department to ensure campus based activities are promoted and to ensure the Student Recruitment and Admissions team play an active role in the delivery of open days.
- To manage the text messaging system for the student recruitment including topping up the system, reporting on usage and responses to shot text system.
Must haves…
- Supervisory Contact Centre Experience.
- Experience of developing and implementing processes and procedures.
- Experience of building and maintaining effective relationships.
- Confident in the use of technology and digital communication.
- Enable a culture of 'first time resolution' by empowering teams with the tools and knowledge to provide excellent customer service over a variety of processes.
- Experience of monitoring departmental success; develop and monitor KPIs to ensure consistent high quality service for customers.
Employees of Leeds City College enjoy a wide range of benefits. To find out more about what we offer click on the following link: http://www.leedscitycollege.ac.uk/the-college/jobs-and-careers/benefits/
Leeds City College is committed to Equality of Opportunity (ensuring everyone is treated fairly) and safeguarding children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. All successful applicants are required to complete an enhanced Disclosure and Barring Services (DBS) check as well as mandatory pre-employment checks which may also include checking social media profiles. We positively welcome applications from all sections of the community.