Customer Experience Officer - Nelson, United Kingdom - Nelson and Colne College Group

Nelson and Colne College Group

Verified Company

Nelson, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Customer Experience Officer

Job title:
Customer Experience Officer

Salary:
Up to £23,453.64 per annum, depending on experience

Hours:37 per week

Contract type:
Permanent

Site:
Lancashire Adult Learning

Closing date:
Midnight - Tuesday 28 November 2023

Interview date:
Monday 11December 2023

- 'Would you like to be part of a team that aims to create the extraordinary?'_

Our Organisation
This role is advertised by NCC Professional Services.

Part of Nelson and Colne College Group, NCC Professional Services provides expert business support services to the wider College Group.

Nelson and Colne College Group is a beacon for educational excellence, made up of a family of colleges - Nelson & Colne College, Accrington & Rossendale College and Lancashire Adult Learning.

The College Group is the only Further Education college in Lancashire to be graded as 'Outstanding' under the new Ofsted inspection framework.

Together the Group forms a Sixth Form, Skills and Technology Centre, University Centre, employer training and adult learning provider delivering exceptional teaching and learning to all ages and at all levels.

The Exciting Role
An exciting opportunity has become available for a Customer Experience Officer.

Based within a highly creative and experienced team, the Customer Experience Officer will work to build relationships between applicants, curriculum areas and the College in order to support recruitment.

Working within a dedicated team you will deliver quality, effective and engaging customer experiences, both in person and through digital and direct media, at one of the leading Colleges within the country.

Playing a key role in converting applicants to students this role will provide you with the opportunity to build key relationships with our applicants and utilise College systems and data to determine the best activity to meet customer need.

What You Will Be Doing:

Delivering a 'customer first approach' in regards to enquirer and applicant management, and ensuring a highquality customer experience at every stage.
Driving activity through the 'learner pipeline' from enquiry to enrolment, to ensure the highest possible conversion rates, whilst operating as an Account Manager for a selected curriculum area, ensuring the best transition process for each learner along the customer pipeline.
Working to, and measuring against, conversion pipeline KPIs for all curriculum areas, evaluating successes and building these into future activities.
Supporting the Customer Experience Coordinator in working with curriculum teams to develop personalised, holistic customer journeys shaping all customer touchpoints.
Liaising with internal stakeholders to ensure all customers get an effective and impactful service, and supporting all Customer Pipeline touchpoints direct, phone, digital and oncampus experiences to deliver a seamless, effective and positive experience and to further enhance applicant conversion.

What We Are Looking For:

This role requires someone with experience of tracking customer/applicant touchpoints and their effectiveness, as well as a proven track record of innovative approaches to customer communications.

We are also looking for someone who has experience of supporting customer experiences through events, marketing activity, schools' activity or admissions processes and carrying out market research to inform delivery of activities.

We are looking for a creative thinker with a keen eye for design and messaging, who is passionate and enthusiastic.

Our Customer Experience Officer will be an individual who has a highly responsive, flexible and adaptable attitude, is able to prioritise and deprioritise effectively, and has excellent organisational skills, with a clear ability to multi-task, re-prioritise and juggle conflicting deadlines, display initiative and be solution-focused.

What We Offer in Return:

Generous annual leave entitlement increasing to a maximum of 28 days (with service), plus Bank Holidays and closure days totalling 41 days per year
Access to a workplace pension scheme with employer contributions of 5%
Enhanced occupational sick pay scheme and access to family friendly policies and benefits
A range of health and wellbeing benefits and support
Staff recognition scheme, including long service awards
Free onsite parking on all College sites