At a Glance
- Tasks: Lead luxury service standards and enhance the parent journey across premium schools.
- Company: Leading international group of independent schools with a focus on exceptional customer experience.
- Benefits: Competitive salary, 25 days holiday, private healthcare, and birthday leave.
- Other info: Hybrid role with travel opportunities and excellent career growth potential.
- Why this job: Transform private education with five-star service and make a real impact on families.
- Qualifications: Experience in luxury hospitality and understanding of the private education sector.
The predicted salary is between 60000 - 80000 £ per year.
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.
How to Apply
To apply, please send your CV in strict confidence to Kate Morgan at CV Screen.
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StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Experience
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Cv Screen. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Cv Screen before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Customer Experience
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Cv Screen:Your cover letter is your chance to shine! Tell us why you want to work at Cv Screen specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Cv Screen!
How to prepare for a job interview at Cv Screen
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
