ROLE OVERVIEW
The Customer Experience Manager, Alhama shares collective responsibility with their Oxford counterpart for upholding Leading Edge Aviation’s companywide commitment to excellence across all non-training related aspects of the student journey.
The role is a pivotal part of the student journey to success and requires strong management skills with a proactive and hands on approach.
ROLE DUTIES
* Collaborate with the Centre Manager and Senior Leadership Team to develop the customer experience at the Alhama Campus, ensuring students’ non-training related requirements are facilitated in a way that promotes the business’ commitment to excellence.
* Lead, support and motivate the Customer Experience team, encouraging team-working and a collaborative approach to maximise individual and team performance.
* Manage the business’ bedstock, including clear forecasting for future bookings and ensure bedstock available is sufficient to meet requirements.
* Maintain a positive working relationship with accommodation owners, ensuring the business complies with the obligations of the leases and negotiating to secure additional bedstock when required.
* Oversight of external accommodation management, including maintenance and utilities, to ensure all sites are safe and meet regulatory requirements.
* Advise on any complex accommodation queries or issues surrounding in-house occupants that have been escalated by the Customer Experience team.
* Oversee the daily transport service provided to students, including timetabling, staff coverage and the maintenance of all vehicles.
* Oversee the onboarding process for all new students, working in collaboration with other departments, to ensure a first-class experience and a positive start to the student journey in Alhama.
* Working closely with Customer Experience Manager, UK oversee the transition of students between our UK and Spanish campuses, ensuring a consistent approach to Customer Experience across both sites.
* Manage visa applications for all UK students travelling to Spain, liaising with local government agencies.
* Mange welfare and support services to students, tailoring the approach when appropriate to meet individual needs whilst being culturally aware and sensitive of circumstances.
* Investigate and respond to any complaints, escalating across the business when required to reach the right outcome.
* Manage the Alhama Student Council.
CORE COMPETENCIES
* Exceptional customer service skills with a positive and approachable attitude
* Strong organisation skills and a can-do attitude
* Excellent communication and interpersonal skills both verbal and written
* Innovative and inspirational problem solver – able to come up with solutions and work on own initiative within agreed policies and procedures.
* A confident, effective, and empathetic approach to people management. Able to support and challenge a team to deliver high performance.
* Ability to adapt to any given situation and have a clear understanding of cultural differences
* Proficient in all Microsoft office applications, CRM and training programmes with a confidence in technology use.
* Previous managerial experience, preferably in the Customer Experience sector
* Accommodation or Aviation sector experience is highly advantageous but not essential
* Bilingual with a strong command of both Spanish and English