Customer Experience Supervisor

About The Role

We are looking for a Customer Experience Supervisor to join a dynamic team at Printworks Campus.

Our welcoming reception areas and contact centre are a hub of activity and at the centre of the action. We are the first and last point of contact for our students, staff & visitors and the first place to go for advice or assistance. Therefore, first impressions are very important, and the service we provide needs to be second to none.

We are responsible for working alongside the Student Recruitment and Customer Experience Department in ensuring the customer experience team are on point at all times and ready to jump into action.

So it's important you are passionate about delivering great customer service by ensuring you are approachable and ultimately love speaking to people and building relationships to deliver great customer service.

We encourage you to apply as soon as possible, as we may close the vacancy early if we receive a high volume of interest.

• Manage the day-to-day running of the customer experience team including the completion of rota.
• Be part of the normal rota to cover the front desk/reception to ensure that the highest level of reception service is delivered consistently to students, staff, stakeholders and external visitors to exceed their expectations. As well as provide cover during any sickness or holiday cover.
• 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.
• As we are a multi-campus site, flexibility and willingness to work across all sites within Leeds City Centre is required occasionally to cover annual leave/sickness and the same applies to cover a late shift.
• Ensure a consistent excellent reception service at designated campus – issuing student s, checking s, answering telephone calls and any other admin duties required.
• Work to flexible and diverse workflows and shift patterns in line with business needs including some evenings and weekends.

• 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.
• Experience of training and developing a team.
• Experience of using Microsoft Office and Google applications.
• Good attention to detail and accuracy.

The group offers a range of excellent benefits, including:

Annual Leave

• Curriculum and Management: 44 days plus bank holidays
• Curriculum support and business support: 39 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.

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…