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- Tasks: Lead a dynamic team to deliver exceptional customer service and manage daily operations.
- Company: Join Leeds City College, a leading further education institution dedicated to inspiring students.
- Benefits: Enjoy 44 days of annual leave, pension schemes, and flexible working options.
- Why this job: Be at the heart of campus life, shaping experiences for students and visitors alike.
- Qualifications: Level 2 English & Maths, customer service experience, and team management skills required.
- Other info: Commitment to equality, diversity, and inclusion in a supportive work environment.
The predicted salary is between 24600 - 25500 £ per year.
Job Title: Contact Centre – Team Leader Salary: Commencing at £28,796 with progression to £30,527 per annumClosing Date: 2025-07-13About the Role
We\’re looking for a proactive and inspiring Customer Service Team Leader to join our team and help shape the front-line experience for everyone who walks through our doors or contacts us. Our vibrant reception areas and customer experience team are central to campus life and you’ll be right at the heart of the action. You will also be looking after our Contact Centre (team of 7).
As the first and last point of contact for students, staff, and visitors, the Customer Service Team plays a vital role in delivering exceptional service. First impressions count, and we’re committed to making sure every interaction is professional, welcoming, and helpful.
In this role, you\’ll lead by example by supporting and motivating your team to deliver a consistently outstanding experience. Working closely with the Student Recruitment and Customer Experience Department, you’ll ensure that the team is always ready to respond promptly, effectively, and with a positive attitude.
We encourage you to apply as soon as possible, as we may close the vacancy early if we receive a high volume of applications .
What You Will Do
- Lead and manage the day to day running of the Customer Experience Team to ensure they deliver an exceptional first point of contact for all internal and external customers and stakeholders
- Lead and manage the Contact Centre & Front of House – run reports, 121\’s with team members, training, new process development, KPI\’s.
- Ensure the Customer Experience Team remains fully compliant with all mandatory training requirements and provide any additional training necessary to support high performance and service excellence.
- Ensure the delivery of a consistent, high-quality reception service at the designated campus that reflects the Group\’s brand values. Responsibilities include issuing student ID passes, verifying identification against ProSolution records, handling incoming telephone enquiries, and completing general administrative tasks as required.
About You
- English & Maths qualification at Level 2 or above
- Experience in a customer-facing role, supported by relevant training or a qualification in customer service
- Demonstrated ability to effectively manage and motivate a team
- Ability to analyse data and use insights to inform decision-making
- Skilled in using digital platforms, including social media and web programs, to manage and respond to customer enquiries
- Previous experience working in a contact centre environment
Benefits
The group offers a range of excellent benefits, including:
Annual leave:
Curriculum and Management: 44 days plus bank holidays
Curriculum support and business support: 37 days plus bank holidays
Pension schemes with generous employer contributions
Teachers’ Pension Scheme
Local Government Pension Scheme
People’s Pension Scheme
CPD opportunities:
Annual staff conference plus 2 additional staff development days.
Qualifications including PGCE, Apprenticeships, Leadership and Management courses.
Employee wellbeing initiatives: Family Friendly Policies, discounted onsite spa (Printworks) and gym (Park Lane).
Travel and commuting: Discounted travel available through Metro card, Northern Rail, First Bus, Arriva Bus and Cycle to work schemes.
Flexible and hybrid working opportunities: Please speak to the recruiting manager regarding flexible opportunities as these differ between roles.
About Us Leeds City College is one of the largest further education institutions in the country and is one of the biggest providers of apprenticeships regionally.We provide a vibrant and diverse learning environment, delivering excellent and innovative education which is supportive, inspiring and life changing. Leeds City College’s values put students first and are at the heart of everything the college does.We are committed to lifelong learning and investing in our staff. You’ll have access to a broad variety of training and professional development designed to help you continually develop and grow. We offer a wide range of job vacancies, and our large size means there are always exciting opportunities to progress.Join us on the journey to being the best that we can collectively be for our students, apprentices, staff and our stakeholders.SAFEGUARDING At Luminate Education Group we are committed to the safeguarding and welfare of all our students including children, young people, and vulnerable adults. We expect all our staff and volunteers to share this commitment. We follow the Safer Recruitment requirements and best practice as set out within Keeping Children Safe in Education statutory guidance. All successful applicants will be required to complete mandatory pre-employment checks which include an enhanced DBS check, online checks and must have two satisfactory references. Please be aware that it is a criminal offence to apply for this post if you are barred from engaging in regulated activity in connection to children.EQUALITY, DIVERSITY AND INCLUSION Our commitment to Equality, Diversity and Inclusion (EDI) in recruitment is key to our Group’s values. We are dedicated to fostering a workplace that embraces equality, diversity and inclusion in all its forms, where every candidate is treated with fairness, respect, and equity. Our recruitment processes are designed to ensure equal opportunities, remove bias, and promote a diverse talent pool. We continually assess and improve our practices to ensure that every individual, regardless of background, has an equal chance to succeed. By championing EDI, we aim to create a workforce that reflects the richness of our communities and drives innovation through diverse perspectives. To find out more about what our commitment to EDI means to us please Click here to learn more about our EDI objectives.RECRUITMENT AGENCIES We kindly request that recruitment agencies do not forward any unsolicited CVs in relation to any of our advertised roles or speculatively. If we require support with any of our vacancies we will get in touch with agencies directly.
- We do not recognise submissions of unsolicited or speculative CV applications from recruitment agencies.
- We shall not be liable for any fee / commission in the event we employ a candidate that may have been submitted as an unsolicited/speculative application from an uninstructed recruitment agency.
Contact Centre - Team Leader, Leeds employer: Leeds City College
Contact Detail:
Leeds City College Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre - Team Leader, Leeds
✨Tip Number 1
Familiarise yourself with the core values and mission of Leeds City College. Understanding their commitment to student-first education will help you align your responses during interviews, showcasing how your leadership style can enhance their customer service ethos.
✨Tip Number 2
Highlight your experience in managing teams effectively. Prepare specific examples of how you've motivated your team in previous roles, particularly in a customer-facing environment, as this will demonstrate your capability to lead the Contact Centre successfully.
✨Tip Number 3
Brush up on your data analysis skills. Since the role involves using insights to inform decision-making, being able to discuss how you've previously used data to improve customer service or team performance will set you apart from other candidates.
✨Tip Number 4
Engage with Leeds City College's social media platforms. This not only shows your interest in the institution but also gives you insight into their current initiatives and customer interactions, which you can reference in your discussions.
We think you need these skills to ace Contact Centre - Team Leader, Leeds
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and team leadership. Use specific examples that demonstrate your ability to manage a team and deliver exceptional customer experiences.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your leadership skills. Mention how you can contribute to the Contact Centre's success and align with the values of Leeds City College.
Highlight Relevant Qualifications: Clearly state your qualifications, especially any Level 2 English and Maths certifications, as well as any training or qualifications in customer service. This will help you stand out as a suitable candidate.
Showcase Data Analysis Skills: Since the role involves analysing data to inform decision-making, include examples of how you've used data insights in previous roles to improve team performance or customer satisfaction.
How to prepare for a job interview at Leeds City College
✨Show Your Leadership Skills
As a Team Leader, it's crucial to demonstrate your ability to manage and motivate a team. Prepare examples of how you've successfully led teams in the past, focusing on your approach to training, support, and performance management.
✨Understand Customer Service Excellence
Familiarise yourself with the principles of exceptional customer service. Be ready to discuss how you would ensure that your team delivers a consistently high-quality experience for all customers, reflecting the values of the organisation.
✨Data-Driven Decision Making
Since the role involves analysing data to inform decisions, be prepared to talk about your experience with data analysis. Share specific instances where you've used insights to improve team performance or customer satisfaction.
✨Emphasise Compliance and Training
Highlight your understanding of compliance and the importance of training within a customer service environment. Discuss any relevant training you've provided or received, and how it has contributed to service excellence in your previous roles.
