Head of Customer Experience
London (Hybrid, with regular travel to school sites)
Salary £60,000 - £80,000 + Benefits
CV Screen is delighted to be recruiting a Head of Customer Experience on behalf of a leading international group of independent schools. This London-based hybrid role offers £60,000 - £80,000 plus excellent benefits and leads the family experience across a portfolio of premium private schools. It is a fantastic opportunity for a luxury hospitality professional to bring five-star service into private education. You will shape the whole parent journey, from first enquiry to re-enrolment, and turn exceptional service into real growth in admissions and retention.
Duties & Responsibilities
- Set and embed luxury-level hospitality and service standards across the UK schools, tailored to each school’s character and community
- Lead a quality assurance programme of audits, mystery shopping and spot checks to keep service consistently premium on every site
- Use enquiry, conversion and feedback data to map the parent journey, find where families drift away and target improvements
- Reimagine open days, milestone and community events so they feel distinctive and memorable
- Coach school leaders and on-site teams so that outstanding service becomes everyday practice
What Experience is Required
- A strong background in luxury hospitality, five-star guest experience or premium events, with the judgement to set and uphold exacting service standards
- A good understanding of the private education sector, including the expectations of fee-paying families and the admissions and retention journey
- Proven multi-site leadership of customer or guest experience, with confidence using data and quality assurance to drive results
Salary & Benefits
£60,000 - £80,000 plus an excellent benefits package, including:
- 25 days’ holiday plus bank holidays, and birthday leave
- Pension with 5% employer and 3% employee contributions
- Private healthcare (single cover), a healthcare cash plan and life assurance at 2x salary, all after probation
Location
This is a London-based hybrid role with regular travel to school sites across the UK. It is within easy commuting distance of St Albans, Watford, Croydon, Guildford, Reading, Chelmsford and Brighton.
Alternate Job Titles
Head of Parent Experience, Head of Guest Experience, Hospitality Director, Head of Client Services
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Head of Customer Experience in City of London employer: CV Screen Ltd
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