Customer Experience Assistant (LUM105/1834)

We’re 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.

As a Customer Experience Assistant, you’ll join a dynamic team handling a wide range of enquiries—no two days are the same. You’ll provide guidance and information to help students find the right course and career path.

We encourage you to apply as soon as possible, as we may close the vacancy early if we receive a high volume of interest. If you’ve applied for this role within the last three months, there’s no need to reapply, we truly appreciate your continued interest. 

• Greet everyone with a smile, be friendly and enthusiastic to all students, visitors, and stake holders.
• To provide outstanding customer service, information and guidance over several different contact facilities, including face to face, telephone, email and web chat that represents the Luminate brand.
• Provide information and guidance to current and potential 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 of working in a customer focused role/environment
• Good IT skills and knowledge of Microsoft office / google application
• 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

There are plenty of benefits available to our staff members, here are just a few:

• Generous Annual leave entitlement - If you work full time, you'll get at least 39 days holiday plus bank holidays. This includes closure days at Christmas (pro rata for part time staff).
  • Support Staff 39 days
  • Academic 44 days
  • Senior Management 44 days
• Excellent Pension schemes
  • Teachers’ Pension Scheme 
  • Local Government Pension Scheme 
• Memberships and discounts - employees can sign up to various membership cards and discount schemes such as TOTUM card (formerly NUS card). 
• Travel and commuting - discounted travel available through Metro card, Northern Rail, First Bus, Arriva Bus and Cycle to work schemes.
• Learning and development opportunities -  including staff development days
• Employee wellbeing initiatives
• Flexible and hybrid working opportunities - this will vary depending on role requirements