Customer Experience Contact Centre Assistant

** COVID-19 INFORMATION: Due to the ongoing COVID-19 pandemic you may experience some delays during the recruitment process. We apologise for any inconvenience this may cause.**

Luminate Education Group consists of; Harrogate College (HC), Keighley College (KC), Leeds City College (LCC), Leeds Conservatoire (LC) and White Rose Academies Trust (WRAT)_._ Luminate Education Group is one of the fastest improving and most innovative education groups in the country.
**WHAT WE DO**

We are a friendly, enthusiastic team with a passion for working with a diverse group of people, to deliver an outstanding customer experience to our students, visitors and stakeholders. We take pride in guiding our students on their journey to achieve their aspirations. Our perfect day is to see all our students start their college day with a smile and to have a fun whilst they learn We are a part of a 50 plus strong Student Recruitment and Customer Experience Department and we are located in central Leeds with easy access to the train and bus station. You will be part of a constantly growing team of customer experience assistants working in a busy contact centre, no one day is the same, you will deal a variety of enquiries including giving information and guidance to potential and current students to guide them to their chosen course and career path. We offer numerous benefits, from a minimum of a week’s Christmas break, bank holidays off, gym memberships, discounted travel, wellbeing and staff development days, and training & development packages to support your role and progression, and much more.
**WHAT YOU WILL DO**
- To be that friendly and enthusiastic voice on the other end of the phone - providing a positive and memorable service to all students, potential students, staff, and any other stake holders across Luminate Education Group
- Identify customers' needs, clarify information, research every issue and provide solutions and/or alternatives
- Take an active part in all college student recruitment related events such as open days and curriculum specific activities
- Promote course specific curriculum programs and activities
- Work to flexible and diverse workflows and shift patterns in line with business needs including the occasional Saturday
**YOUR PROFILE**
- Relevant Customer Service qualification/training/experience
- Experience of working in a customer focused role/environment
- Knowledge of data protection and confidentiality requirements
- Good communication skills -Good attention to detail and accuracy
- Problem Solving skills
- Literacy and Numeracy at Level 2 or above
**A LITTLE BIT ABOUT LEEDS CITY COLLEGE**

Leeds City College is part of the Luminate Education Group, and is one of the UK’s largest FE establishments with around 1,440 employees and over 22,560 students. We offer a curriculum as diverse as our students within a vibrant and multicultural learning environment. Our goal is to deliver excellent and innovative education which supports and inspires every student to achieve their ambitions.
**BENEFITS & REWARDS**

We have a range of excellent benefits and rewards at Leeds City College, including:

- Annual leave entitlement starting from 27 days + 8 bank holidays and up to 5 discretionary college closure days at Christmas
- Excellent pension schemes with the West Yorkshire Pension Fund and the Teachers’ Pension
- Discounted travel cards for those who regularly use public transport across the region with Northern Rail and Metro
- Exceptional learning and development opportunities for all of our staff

You can read about these benefits, and others in more detail by downloading the Staff Benefits document attached to this vacancy.
**SAFEGUARDING**

Luminate Education Group is committed to the safeguarding of children, young people and vulnerable adults. We expect all staff and volunteers to share this commitment.

All successful applicants are required to complete all mandatory pre-employment checks, including:

- Proof of right to work in the UK
- Enhanced Disclosure and Barring Services (DBS) check
- Children’s barred list check (we may also check the adult barred list if the role involves working with vulnerable adults)
- Two professional references
- Fitness to work, this is conducted by our occupational health partners, NHS Airedale
- Section 128 check for all staff entering management roles
- Prohibition check for all staff entering teaching related roles

**Please Note**: All successful applicants who have lived or travelled overseas for three months or more in the past five years will be required to undertake an overseas check as part of the pre-employment checks.

**RIGHT TO WORK IN THE UK**

Many of the new routes require sponsorship from an employer. Luminate Education Group is not a licenced sponsor. We are unable to employ anyone without current, and appropriate right to work in the UK.

There is no change to immigration and right to work for British and Irish Citizens.
**EQUALITY, DIVE