.Customer Experience Manager – Alhama, MurciaJob Type PermanentROLE OVERVIEWThe 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 DUTIESCollaborate with the Centre Manager and Senior Leadership Team to develop the customer experience across 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 in collaboration with the Head of Training.CORE COMPETENCIESExceptional 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