Experience Manager
hace 2 semanas
Job Overview:
We are seeking an experienced Customer Experience Manager to join our team at the Alhama campus of Leading Edge Aviation. This is a permanent role that requires strong management skills and a proactive approach.
About the Role:
The successful candidate will be responsible for upholding the company's commitment to excellence across all non-training related aspects of the student journey. This includes collaborating with the Centre Manager and Senior Leadership Team to develop the customer experience, leading and motivating the Customer Experience team, and managing the business' bedstock and external accommodation management.
Main Responsibilities:
- Develop and implement strategies to enhance the customer experience at the Alhama campus.
- Lead and manage the Customer Experience team, ensuring they have the necessary support and resources to deliver high-quality services.
- Manage the business' bedstock, including forecasting future bookings and ensuring sufficient availability to meet requirements.
- Negotiate with accommodation owners to secure additional bedstock when required and oversee external accommodation management, including maintenance and utilities.
- Oversight of daily transport services, including timetabling and staff coverage, to ensure a safe and reliable service.
- Oversee the onboarding process for new students, working in collaboration with other departments to ensure a positive start to their student journey.
- Manage visa applications for UK students travelling to Spain and provide welfare and support services to students, tailoring the approach to meet individual needs.
- Investigate and respond to complaints, escalating issues across the business when required to reach a satisfactory outcome.
- Manage the Alhama Student Council in collaboration with the Head of Training.
Requirements:
- Exceptional customer service skills with a positive attitude.
- Strong organisation and communication skills.
- Ability to work proactively and independently within agreed policies and procedures.
- A confident and empathetic approach to people management.
Estimated Salary Range: £45,000 - £60,000 per annum, depending on experience.
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