Customer Experience Team Leader (LCC2635)

WHAT WE DO 

We are a 50 plus strong Student Recruitment and Marketing Department and  our customer experience teams are located at various campus sites across Leeds and are part of Luminate Education Group.

Our aim is to build a friendly, enthusiastic team with a passion for working with people and to deliver an outstanding customer experience to our students.

You will be part of a team of customer service advisors whose main focus will be to deal with a number of different questions and queries while supporting our student journey from application to enrolment.

WHAT YOU WILL DO

• Manage the day to day running of the contact centre, including contact calls, web chat, text and online contact for the Luminate Education Group.
• Lead and manage the customer experience contact centre team.
• Ensure that contact centre team are compliant with all mandatory training and deliver any training needed to successfully carry out their role to the standard expected.
• Deliver any training to develop the team and any training packages developed by Customer Experience Co-ordinator.
• Lead on advice and guidance to potential students.
• Work with the admissions campus team leaders for the Luminate Group,

YOUR PROFILE 

You will have Level 3 in IAG Relevant Customer service qualification or training.

Substantial experience of working in a customer focused role/ environment.

Experience of managing a team.

WANT TO FIND OUT MORE?

For more information about the role please contact:

Maxine Hey  maxine.hey@leedscitycollege.ac.uk

We cannot accept CVs as part of the application process. 

A LITTLE BIT ABOUT LUMINATE EDUCATION GROUP

Luminate Education Group consists of; Harrogate College (HC), Keighley College (KC), Leeds City College (LCC), Leeds Conservatoire (LC) and White Rose Academies Trust (WRAT).  This is an exciting time to join this rapidly growing education group, with an Ofsted grade of 'good' with 'outstanding' features, you will be working at one of the fastest improving and most innovative education groups in the country.

BENEFITS & REWARDS 

We have a range of excellent benefits and rewards at Luminate Education Group, including:

• Annual leave entitlement starting from 27 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

SAFEGUARDING 

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.

RIGHT TO WORK IN THE UK

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. 

EQUALITY, DIVERSITY & INCLUSION

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.

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. 

INFORMATION FOR RECRUITMENT AGENCIES 

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.