Customer Experience Team Lead - Bradford, United Kingdom - Bradford College
Description
Responsibilities include:
- Managing staff rotas and schedules, working collaboratively with colleagues to respond to the changing needs of the service
- Liaising with the Student Recruitment team to provide support from Customer Services for open days, applicant events, and other events and ensure appropriate staff cover
- Identifying system and process improvements
- Leading on usage of new college CRM system and ensure quality data entry is consistent at all times by all users
- Working as an extension of the Admissions team, supporting with outbound communications to applicants to support the customer journey.
- Overseeing and ensuring that all enquiries and leads are recorded and followed through, using the college systems, and all policies, processes and procedures for enquiries and advice are followed
- Playing a key role in liaising with the wider Student Recruitment team regarding college developments and operations, course information, recruitment issues, and hosting events for learners, prospective learners, and visitors
- Managing the tracking and monitoring of visitors, phone calls, enquiries, incidents and requests
- Managing the logging and process for lost property
- Monitoring, evaluating and reporting on the work of the Customer Service Team to ensure associated department KPIs are met
For the full job description and person specification, please
Education & Training
- Level 3 (e.g A-Level) Qualification
- GCSE 9 or equivalent level 2 qualification in Maths or be prepared to pass a test prior to interview to demonstrate level 2 ability and then if appointed achieve within an agreed timescale
- GCSE 9 or equivalent level 2 qualification in English or be prepared to pass a test prior to interview to demonstrate level 2 ability and then if appointed achieve within an agreed timescale
- A Customer Service qualification is desirable but not essential
Experience
- Experience of leading/supervising a team in a customerfacing role
- Excellent organisational and time management skills
- Information and advice skills
- Able to handle complaints professionally
- Performance Managing a team.
- Experience of systems that support customer relationships, and student records is desirable but not essential
Bradford College
At Bradford College our ambition is to transform the lives of our learners, help them to aim higher and support them to achieve their goals.
Located in the heart of Bradford, we offer a wide range of courses at varying levels, with something to suit everyone.
Our aim is to attract and retain knowledgeable, passionate and focused individuals who can inspire, motivate and support both learners and colleagues.
With a can-do attitude and desire for continuous self-improvement, you could make a difference to the lives of everyone at Bradford College.
Benefits of working at Bradford College:
- Generous annual leave entitlement (6 weeks in addition to bank holidays and efficiency days)
- Pension scheme (Local Government or Teachers Pension Scheme)
- Development Opportunities (training days and Personal Development Plans)
- Money saving options with local organisations
- Employee Assistance Programme and a range of wellbeing activities
- Discounted Parking
- Short walk from Bradford Train Stations
- If you have the drive to further develop your skills and abilities, you will be given the support and opportunities you need to enhance your career. This includes access to inhouse training and CPD, professional and academic qualifications and mentoring.
We are committed to safeguarding and promoting the welfare of young people and vulnerable adults and expect staff and volunteers to share this commitment.
More jobs from Bradford College
-
Customer Services Officer
Bradford, United Kingdom - 4 days ago
-
Assistant Principal
Bradford, United Kingdom - 2 weeks ago
-
Apprentice Quality Assistant
Bradford, United Kingdom - 1 week ago
-
Maths Lecturer
Bradford, United Kingdom - 2 weeks ago
-
Head of IT and Learning Technologies
Bradford, United Kingdom - 2 days ago
-
Lecturer - Film and Media
Bradford, United Kingdom - 5 days ago