Leeds City College

Customer Service Team Leader (LCC2308)

Leeds, West Yorkshire
LC5 Commencing at £22,062 with progression to £23,948 PA
08 Feb 2021
01 Mar 2021
Contract Type
Full Time

** COVID-19 INFORMATION: Due to the ongoing COVID-19 pandemic you may experience some delays during the recruitment process. We apologise for any inconvenience this may cause. **

Please use the person specification (on the job description under "Documents Available") to complete your supporting statement.

Luminate Education Group consists of; Harrogate College (HC), Keighley College (KC), Leeds City College (LCC), Leeds Conservatoire (LC) and White Rose Academies Trust (WRAT) Luminate Education Group is one of the fastest improving and most innovative education groups in the country. 


We are a 50 plus strong Student Recruitment and Marketing Department and are located in central Leeds with easy access to the train station, our customer experience teams are located at various campus sites across Leeds and part of Luminate education group.

We are looking for a passionate Customer Service professional with team leader experience in front of house and wants to be part of a team of Customer Experience Executives.  Our main focus is to deal with a variety of different questions and queries face to face or over the telephone and assist our new students journey from application to enrolment.

Do you have front of house customer experience?  committed to driving outstanding customer service, motivating to developing a customer experience team?


  • Manage the customer experience team
  • Ensuring that the highest level of reception service is delivered consistently to students, staff, stakeholders and external visitors to exceed their expectations
  • To ensure reception cover at main campuses including sickness and holiday cover
  • To ensure the customer service assistants regularly receive training on the Front of house systems
  • 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
  • To ensure that the campus team provides an excellent level of customer service that represents the company’s brand 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 establish working relationships with campus teams and attend campus meetings to ensure quality customer service and knowledge of day to day operations across all campuses
  • To ensure that the customer experience teams play an active part of the campus health and safety & emergency response procedures administrating first aid and fire marshalling duties


  • Relevant Team Leader Qualification at level 3 or above
  • Relevant Customer service qualification or training
  • Literacy and numeracy qualification at Level 2 or above
  • First aid at work certificate
  • Proven experience as working on Front of House or Customer Service setting
  • Experience of managing a team and running a front of house setting or similar
  • Experience of using Microsoft Office and Google applications
  • Knowledge/ experience of data protection and confidentiality requirements


Leeds City College is part of the Luminate Education Group, and is one of the UK’s largest FE establishments with around 1,440 employees and over 22,560 students. We offer a curriculum as diverse as our students 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. 


We have a range of excellent benefits and rewards at Leeds City College, including:

  • Annual leave entitlement starting from 37 days + 8 bank holidays and up to 5 discretionary college closure days at Christmas
  • Excellent pension schemes with the West Yorkshire Pension Fund and the Teachers’ Pension
  • Discounted travel cards for those who regularly use public transport across the region with Northern Rail and Metro
  • Exceptional learning and development opportunities for all of our staff


Luminate Education Group is committed to the safeguarding of children, young people and vulnerable adults. We expect all staff and volunteers to share this commitment. 

All successful applicants are required to complete all mandatory pre-employment checks, including:

  • Proof of right to work in the UK
  • Enhanced Disclosure and Barring Services (DBS) check
  • Children’s barred list check (we may also check the adult barred list if the role involves working with vulnerable adults)
  • Two professional references 
  • Fitness to work, this is conducted by our occupational health partners, NHS Airedale 
  • Section 128 check for all staff entering management roles
  • Prohibition check for all staff entering teaching related roles

Please Note: All successful applicants who have lived or travelled overseas for three months or more in the past five years will be required to undertake an overseas check as part of the pre-employment checks.

More information on overseas checks can be found on the government website: https://www.gov.uk/government/publications/criminal-records-checks-for-overseas-applicants 

All offers of employment are subject to satisfactory pre-employment checks.


The UK Government introduced a new points based immigration system on 1 January 2021. You can read about the new immigration routes on the Gov.UK website here: https://www.gov.uk/guidance/new-immigration-system-what-you-need-to-know#visa-application-process 

Many of the new routes require sponsorship from an employer. Luminate Education Group is not a licenced sponsor. We are unable to employ anyone without current, and appropriate right to work in the UK.  

If you are an EU, EEA or Swiss citizen and you were resident in the UK on or before 31 December 2020, you have until 30 June 2021 to apply to the EU Settlement Scheme, you can continue to prove your right to work in the UK with your passport and identity card up until 30 June 2021. 

There is no change to immigration and right to work for British and Irish Citizens. 


We positively welcome applications from all sections of the community, all candidates will be treated fairly irrespective of race, gender or gender identity, disability, sexual orientation, religion and belief or age.


For more information about the role please contact:

Maxine Hey  maxine.hey@leedscitycollege.ac.uk

Please use the person specification (on the job description under "Documents Available") to complete your supporting statement.

We cannot accept CVs as part of the application process. 

Due to the high volume of applications we receive, we are unable to respond to every applicant. If you have not heard from us within four weeks of the closing date, please assume that your application has been unsuccessful on this occasion. 


Luminate Education Group vacancies generate a lot of interest and we receive many calls and emails from recruitment agencies. Although we do appreciate the interest you have shown in Luminate Education Group, our policy is to recruit candidates directly wherever possible. We therefore do not accept any cold calls, speculative emails or CVs from agencies. Speculative emails and CVs will be deleted unread. 

To apply for this role, please follow the link.

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