Customer Experience Assistant

Job Title:
Customer Experience Assistant

Salary: £25,948 per annum

Closing Date:

We are seeking a Customer Experience Assistant to join a dynamic team that handles a wide range of enquiries—no two days are the same. You will provide guidance and information to help students find the right course and career path.

We are a friendly, passionate team dedicated to delivering an outstanding customer experience to our diverse community of students, visitors, and stakeholders.

We take pride in supporting students on their journey and love seeing them start their day with a smile, enjoying their learning experience.

Based in central Leeds with great transport links, we’re part of the 50+ strong Customer Experience and Student Recruitment team within Luminate Education Group. Our teams are located across various Leeds campuses.

• Greet everyone with a smile, be friendly and enthusiastic to all students, visitors, and stakeholders.
• Provide outstanding customer service, information and guidance across multiple contact channels, including face‑to‑face, telephone, email and web chat, representing the Luminate brand.
• Provide information and guidance to current and prospective students on their journey from application to enrolment.
• 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.

• Relevant customer service qualification/training/experience.
• Experience working in a customer‑focused role/environment.
• Good IT skills and knowledge of Microsoft Office/Google applications.
• 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.

• 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 staff development days;
  Qualifications including PGCE, Apprenticeships, Leadership and Management courses.
• Employee wellbeing initiatives:
  Family friendly policies, discounted onsite spa and gym.
• 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.

All successful applicants will be required to complete mandatory pre‑employment checks including an enhanced DBS check, online checks and must have two satisfactory references. Note it is a criminal offence to apply if barred from regulated activity involving children.

We recognise, value and champion diversity & inclusion. We are committed to ensuring that both staff and students achieve their full potential.