City of Wolverhampton College is a leading provider of further education and training in the West Midlands, committed to its core purpose of 'defining futures'. We pride ourselves on creating an inclusive and empowering environment where students and apprentices are equipped with the skills, knowledge, and positivity needed to thrive.
Role Purpose
As part of the Colleges Management Team, the Customer Experience Manager will provide operational management of all front‑end customer services, including admissions, enquiries, enrolment, and the wider services that support prospective learners before they join the College. The postholder will champion a seamless, efficient and inclusive customer experience, ensuring every prospective student receives timely information, high‑quality support, and a warm welcome from the moment they make contact. This role will drive improvements in customer satisfaction, conversion rates, responsiveness, consistency of service, and the overall experience of prospective learners and their families.
Key Responsibilities
Admissions & Customer Journey Management
* Lead the end‑to‑end applicant journey, from initial enquiry to enrolment, ensuring a seamless, responsive, and customer‑focused experience.
* Manage operational administration for all stages of the funnel, including applications, interviews, and offers, maintaining high standards of accuracy throughout.
* Drive continuous improvement by monitoring key metrics (volumes, response times, and conversion rates) to streamline processes and enhance the applicant experience.
* Oversee frontline support services, ensuring prospective learners receive professional advice in line with safeguarding, GDPR, and equality standards.
* Maintain clear and timely communication with prospective learners, parents/carers, schools, and external agencies, responding to enquiries and complaints in line with College policies.
Student Finance & Support
* Oversee day‑to‑day Student Finance operations, ensuring the efficient processing of bursaries, travel support, hardship funds, and other financial assistance.
* Ensure equitable assessment of applications, providing clear, accessible information regarding eligibility and documentation and that applications are assessed fairly, timely and consistently.
* Collaborate with Finance and Support teams to identify and remove financial barriers for vulnerable learners while ensuring strict audit compliance.
Operational Leadership & People Management
* Provide day‑to‑day leadership for the Customer Experience team (Admissions, Enrolment and Student Finance), managing workloads and priorities, staffing levels, and cover during peak periods.
* Foster a high‑performance culture through supervision, coaching, and performance management, centred on collaboration and professionalism.
* Manage external communications with parents, schools, and agencies, handling complex enquiries and complaints in accordance with College policy.
* Review processes regularly, identify inefficiencies and propose refinements to ensure the service remains effective, efficient, compliant and customer‑centred.
* Provide regular updates/reports to managers and curriculum teams regarding application numbers, progress against targets, operational issues and areas of risk.
* Contribute to cross‑college working groups and ensure staff across the College understand and support the admissions and pre‑entry processes.
Data Integrity & Compliance
* Maintain the accuracy and integrity of enrolment data, overseeing regular data cleansing and system updates in collaboration with the Funding and Compliance team.
* Ensure systems are used consistently and that student records meet internal and external compliance standards.
* Ensure cross‑departmental alignment by working with Safeguarding, SEND, and Curriculum teams to support the transition of learners with additional needs.
* Report on progress, providing regular updates to senior management regarding application targets, operational risks, and service improvements.
* Uphold institutional standards, ensuring that Safeguarding, Equality & Diversity, and GDPR principles are embedded across all customer‑facing operations.
Being part of the College Leadership Team
* Contribute to the development and implementation of the College Strategy and role model a visible, values‑driven leadership that promotes trust, accountability, professionalism, and continuous improvement.
* Prepare and present clear, timely papers and reports to support effective and informed decision‑making.
* Manage budgets proactively in line with financial regulations, ensuring value for money and contributing to income generation and capital investment where appropriate.
* Deputise for Senior Management Team members, attending meetings and representing the College in key activities as required.
* Participate fully in Human Resources procedures including the Annual Performance Review process, return‑to‑work and attendance policy, and quality and performance management policies.
Other Duties and Responsibilities
* Ensure staff as well as visitors and contractors understand and consistently apply Safeguarding and Equality and Diversity measures to maintain a healthy, sustainable and productive learning environment.
* Undertake a Duty Principal role on a rota basis at one of the College's campuses, to support wider College activities.
* Carry out any other duties as directed by your Line Manager.
Safeguarding
The College is committed to safeguarding and protecting the welfare of learners and expects all who work with or on behalf of the College to share this commitment. All roles within the College therefore are subject to DBS regulations. The job holder for this role should have a DBS Enhanced Child disclosure.
Equality, Diversity, and Inclusion
The college is committed to the promotion of equality, diversity, and inclusion in all its activities and to encouraging access to our college from all groups, irrespective of race, gender, age, disability or sexual orientation. We are working to create an environment in which cultural diversity and individual difference are positively valued in an environment free from harassment and discrimination.
Annual Performance Review
The College requires all colleagues to undertake full participation.
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