Customer Experience Lead
hace 3 días
We are seeking a highly skilled Customer Experience Lead to join our team at the Alhama Campus. As a key member of our staff, you will play a pivotal role in upholding Leading Edge Aviation's commitment to excellence across all non-training related aspects of the student journey.
Key Responsibilities:- Collaborate with the Centre Manager and Senior Leadership Team to develop the customer experience across the Alhama Campus.
- Lead, support and motivate the Customer Experience team, encouraging teamwork and a collaborative approach to maximize individual and team performance.
- Manage the business' bedstock, including clear forecasting for future bookings and ensure bedstock available is sufficient to meet requirements.
- Maintain a positive working relationship with accommodation owners, ensuring the business complies with the obligations of the leases and negotiating to secure additional bedstock when required.
- Oversight of external accommodation management, including maintenance and utilities, to ensure all sites are safe and meet regulatory requirements.
- Advise on any complex accommodation queries or issues surrounding in-house occupants that have been escalated by the Customer Experience team.
- Oversight of the daily transport service provided to students, including timetabling, staff coverage and the maintenance of all vehicles.
- Oversight of the onboarding process for all new students, working in collaboration with other departments to ensure a first-class experience and a positive start to the student journey in Alhama.
- Working closely with the Customer Experience Manager, UK oversee the transition of students between our UK and Spanish campuses, ensuring a consistent approach to Customer Experience across both sites.
- Manage visa applications for all UK students travelling to Spain, liaising with local government agencies.
- Manage welfare and support services to students, tailoring the approach when appropriate to meet individual needs whilst being culturally aware and sensitive of circumstances.
- Investigate and respond to any complaints, escalating across the business when required to reach the right outcome.
- Manage the Alhama Student Council in collaboration with the Head of Training.
- Exceptional customer service skills with a positive and approachable attitude.
- Strong organization skills and a can-do attitude.
- Excellent communication and interpersonal skills both verbal and written.
- Innovative and inspirational problem solver – able to come up with solutions and work on own initiative within agreed policies and procedures.
- A confident, effective, and empathetic approach to people management.
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