Customer Experience Supervisor

Customer Experience Supervisor
- Fixed Term Maternity Cover Application Deadline: 20 October 2026 Department: Customer Experience Employment Type: Fixed Term Contract

Location:
Alhama Campus Reporting To: The Centre Manager Compensation: €26,000 / year Description ROLE OVERVIEW The Customer Experience Supervisor owns the standards, oversight, escalation and continuous improvement of the student experience across the Alhama campus. The role is accountable for ensuring that all non-training elements of the student journey are consistent, responsive and aligned with Leading Edge Aviation's customer experience standards. Reporting into the Centre Manager with a dotted line into the Head of Customer Experience and working closely with the Oxford-based Customer Experience team, the Supervisor leads the local CX team, coordinates cross-department activity and uses feedback, operational data and service trends to identify and implement improvements. The role provides local leadership for studentwelfare, accommodation, communications, third-party services and service continuity. This is a full-time, fixed term, Maternity Cover role working 39 hours a week based at our Alhama Campus OUR CULTURE At Leading Edge Aviation, our Vision, Mission and Values guide everything that we do. The ROLE TITLE is expected to maintain the highest levels of professionalism, compliance and integrity. This role requires flexibility and a collaborative mindset to contribute to our vision of excellence in everything that we do. Student Experience, Welfare & Engagement
* Own the overall student experience across the Alhama campus, maintaining a consistent focus on providing an exceptional experience for Leading Edge Aviation students whilst they are in Spain.
* Lead student wellbeing and welfare provision, ensuring that support is timely, appropriate, culturally aware and tailored to individual circumstances.
* Oversee weekly student brunches and drop-in sessions across both accommodation blocks, using these engagement opportunities to gather feedback, identify emerging themes and maintain visible CX presence.
* Own complex student complaints and escalations locally, coordinating appropriate action and communication through to resolution and escalating to the Customer Experience Manager where risk, severity or scope requires further support.
* Review recurring welfare concerns and student experience issues, identify patterns and coordinate preventative or corrective action.
* Support students with appointments outside of the Academy where reasonable and necessary.
* Track participation and feedback from student engagement opportunities and use the findings to improve future activity. Accommodation & Third-Party Services
* Lead accommodation oversight through Arthur, ensuring occupancy information, property records, maintenance actions and follow-up activity are accurately maintained.
* Oversee the allocation of student and staff accommodation and maintain clear visibility of current and future occupancy requirements.
* Lead relationships with accommodation providers and other relevant third-party service providers, ensuring Leading Edge Aviation receives excellent value while service standards remain exceptional.
* Conduct and maintain full accommodation inventories, including photographic documentation, between occupancies.
* Ensure accommodation maintenance issues are recorded, progressed and resolved in line with agreed service standards, arranging replacement equipment where required.
* Oversee regular accommodation walk-rounds, room inspections and spot checks, ensuring that identified actions are followed through to completion.
* Review recurring accommodation issues and provider performance, identify trends and drive corrective action where required.
* Coordinate the sourcing of additional accommodation as required and as the campus grows, working alongside the Customer Experience Manager. Pre-arrival, Onboarding & Student Communications
* Liaise regularly with the Oxford-based Customer Experience team to maintain a clear forward view of incoming and outgoing students, ensuring both campuses are aware of student transfers and resource requirements in advance.
* Serve as a key point of contact for students and staff before arrival, providing clear information on accommodation, transport, the local area and what to expect in Spain.
* Own and coordinate CX communications relevant to the Alhama student journey, including pre-arrival information, welcome to Spain communications, recognition of student achievements, activities of interest, changes or updates during training, departure information and post-experience quality surveys.
* Coordinate course arrivals, onboarding and induction sessions, ensuring students receive the relevant information and resources and a warm, professional welcome in Spain.
* Distribute welcome packs and ensure appropriate stock levels are maintained.
* Liaise with BNU when students are present in Spain.
* Calc