At a Glance
- Tasks: Lead customer experience for adult learners, ensuring positive interactions and continuous improvement.
- Company: Essex County Council, committed to inclusive lifelong learning.
- Benefits: Flexible working, competitive salary, and support for unpaid carers.
- Other info: Join a supportive team focused on inclusivity and professional development.
- Why this job: Make a real difference in adult education and community engagement.
- Qualifications: Experience in customer service leadership, ideally in education or public sector.
The predicted salary is between 36948 - 43468 £ per year.
Permanent, Full Time
Salary: £36,948 to £43,468 per annum
Location: Essex
Working style: Fixed‑base worker (role allows some home‑working, requires attending ACL sites 2–3 days per week)
Closing date: 4th June 2026
Job Overview
Adult Community Learning (ACL) provides lifelong learning experiences for Essex residents. The Customer Experience Lead manages customer‑facing operations across ACL centres, ensuring every learner receives a consistent, positive experience from first contact to completion. The role embeds high service standards, drives continuous improvement, and upholds Ofsted, DfE, and ACL quality expectations. Working collaboratively with Curriculum, Learning Support and Digital teams, the post champions inclusive, digitally‑enabled learning environments and supports learner outcomes and community engagement.
Key Responsibilities
- Collaborate with MIS and Admissions to enable a positive enrolment experience, managing financial compliance and security of income.
- Develop, implement and refine customer‑service standards aligned to the ACL Service Operating Framework, Ofsted EIF expectations, funding requirements and ECC principles.
- Build capability of Customer Experience Officers through coaching, mentoring and constructive feedback.
- Analyse customer insight, learner feedback and performance data to identify service gaps and improve learner‑journey touchpoints.
- Work with Digital, Learning Support and Sector teams to ensure joined‑up processes, accurate information flows and seamless learner experiences.
- Champion accessibility, inclusivity and digital‑first approaches, ensuring all customer‑facing environments meet diverse learner needs.
- Represent ACL in corporate customer‑service forums and cross‑council working groups, influencing decisions and sharing best practice.
- Support operational planning and service readiness for curriculum delivery cycles, contributing to long‑term quality improvement strategies.
- Ensure compliance with ECC policies, safeguarding expectations and statutory requirements, proactively identifying risks.
- Meet annual performance objectives and individual targets.
Knowledge, Skills and Experience
- RQF Level 3 or equivalent education with strong foundational knowledge relevant to learner‑service delivery, and evidence of continuous professional development.
- Proven experience leading customer‑service teams, ideally within adult education, FE or the public sector.
- Strong communication and interpersonal skills, able to influence, coach and build positive relationships across teams and stakeholders.
- Well‑developed analytical and problem‑solving abilities, using data, feedback and insight to identify gaps and implement sustainable improvements.
- Knowledge of the current Ofsted Education Inspection Framework and its implications for high‑quality learner experiences.
- Commitment to inclusivity, quality and continuous professional development; able to promote learner‑centred, barrier‑free approaches.
Additional Requirements
- Mobile across the operational area. Requires a valid driving licence and access to a vehicle, or other means to meet mobility requirements.
Equality and Diversity
Essex County Council is a Disability Confident employer. We welcome applications from all disabled applicants, veterans and care leavers who meet the minimum requirements. Reasonable adjustments can be arranged with recruiters.
Benefits
Flexible working arrangements and support for unpaid carers.
Customer Experience Lead – Adult Community Learning in Colchester employer: Essex County Council
As a leading provider of lifelong learning experiences in Essex, we pride ourselves on being an excellent employer that champions inclusivity and professional growth. Our collaborative work culture fosters continuous improvement and high service standards, ensuring that every team member has the opportunity to develop their skills while making a meaningful impact in the community. With flexible working arrangements and a commitment to supporting our employees, including those with disabilities, we create an environment where everyone can thrive.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Lead – Adult Community Learning in Colchester
✨Tip Number 1
Network like a pro! Reach out to people in the adult education sector, especially those connected to ACL. A friendly chat can open doors and give you insights that job descriptions just can't.
✨Tip Number 2
Prepare for interviews by practising common questions related to customer experience and inclusivity. We recommend role-playing with a friend or using online resources to boost your confidence.
✨Tip Number 3
Showcase your passion for lifelong learning! During interviews, share personal stories about how you've championed inclusive learning environments or improved customer service in past roles.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets the attention it deserves. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Customer Experience Lead – Adult Community Learning in Colchester
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Experience Lead role. Highlight your experience in customer service, especially within adult education or similar sectors, and show how you can contribute to our mission at ACL.
Showcase Your Skills:Don’t just list your skills; demonstrate them! Use specific examples from your past roles that illustrate your ability to lead teams, improve customer experiences, and analyse data to drive improvements. We love seeing real-life applications of your talents!
Be Authentic:Let your personality shine through in your application. We’re looking for someone who can build positive relationships and influence others, so don’t be afraid to show us who you are and what makes you passionate about customer experience.
Apply Through Our Website:For the best chance of success, make sure to apply directly through our website. This way, we can easily track your application and ensure it gets the attention it deserves. Plus, it’s super straightforward!
How to prepare for a job interview at Essex County Council
✨Know Your Customer Experience Standards
Familiarise yourself with the customer service standards specific to Adult Community Learning. Understand how these standards align with Ofsted and DfE expectations, as well as the ACL Service Operating Framework. This will help you demonstrate your commitment to high-quality learner experiences during the interview.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led customer-service teams in the past. Highlight your experience in coaching and mentoring, and be ready to discuss how you’ve built positive relationships across teams. This will show that you can effectively manage and develop a team of Customer Experience Officers.
✨Analyse and Present Data Insights
Be ready to discuss how you've used data and feedback to identify service gaps and improve customer journeys. Bring examples of how you've implemented changes based on learner feedback or performance data. This will demonstrate your analytical skills and your ability to drive continuous improvement.
✨Emphasise Inclusivity and Accessibility
Prepare to talk about your commitment to inclusivity and how you've championed barrier-free approaches in previous roles. Discuss any initiatives you've led or been part of that focused on creating accessible learning environments. This will resonate well with the values of the organisation and show that you understand the diverse needs of learners.
