Customer Experience Team Lead - Bradford, United Kingdom - Bradford College

Bradford College

Verified Company

Bradford, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

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.

From undergraduate, postgraduate and professional qualifications to distance learning and short community courses.

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.

Pre-employment checks will be undertaken for this post including a check with the Disclosure and Barring Service.