About the Role
Full Time | 37 hours per week (Monday to Friday) | Based at Park Lane Campus
We're looking for a friendly, motivated individual to join our busy Customer Experience Team at our central Leeds campus, with easy access to public transport.
In this role, you will deliver outstanding customer service by providing accurate information and guidance via telephone, email, and web chat, ensuring every interaction reflects the Luminate Education Group’s values and brand. You’ll play a key part in supporting prospective and current students as they explore their course and career options.
Previous experience is not essential, as full training will be provided. You’ll also have access to ongoing training and development opportunities to support you in your role and help you progress within the organisation.
Early applications are encouraged, as the role may close before the advertised closing date.
What You Will Do
1. Be the friendly and welcoming voice for all who contact the Luminate Education Group, delivering a positive and memorable experience to students, prospective students, staff, and stakeholders.
2. Provide exceptional customer service, information, and guidance across multiple communication channels, including telephone, email, and web chat, ensuring all interactions reflect the Luminate brand.
3. Support students throughout their journey from initial enquiry and application to enrolment by offering clear, accurate, and timely advice.
4. Actively listen to and identify customer needs, clarify queries, and conduct any necessary research to deliver effective solutions or alternative options.
5. Play an active role in student recruitment events, including open days and subject-specific activities, helping to promote the college and its offerings.
6. Promote courses and curriculum-specific programmes, ensuring prospective students understand the opportunities available.
7. Work flexibly within a varied workflow and shift pattern to meet business needs, including occasional Saturdays for events and peak periods.
About You
8. Experience of working in a customer-focused role or environment, with a commitment to delivering excellent customer service
9. Strong IT skills, including working knowledge of Microsoft Office and Google Workspace applications
10. Clear and confident communication skills, both written and verbal
11. Excellent attention to detail and a high level of accuracy in all tasks
12. Effective problem-solving skills, with the ability to use own initiative and make informed decisions where required
13. Literacy and numeracy skills at Level 2 or above, or a willingness to achieve this within 12 months of appointment
Benefits
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.
About Us
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 the journey to being the best that we can collectively be for our students, apprentices, staff and our stakeholders.
SAFEGUARDING
At Luminate Education Group we are committed to the safeguarding and welfare of all our students. We expect all our staff and volunteers to share this commitment. All successful applicants will be required to complete mandatory pre-employment checks which include an enhanced DBS check, online checks and must have two satisfactory references.