Customer Experience Lead – Adult Community Learning
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 champion 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.
