Customer Experience Manager – Alhama, Murcia

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 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 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

Perks of Joining Our Crew:

• Competitive base salary
• Annual leave entitlement of 25 days plus bank holidays
• Pension scheme
• Life assurance
• Critical illness cover
• On-boarding and full training provided; we invest in continued training to ensure you continue to grow your skills and experience
• Build your career; get out what you put in. With our ambitious growth plans, you will be constantly pushing the boundaries of your expertise
• Family friendly working options
• A positive and motivating working environment

How to Apply:

Ready to take flight with Leading Edge Aviation? Send your CV and a cover letter that tells us about your relevant experience to talent@leadingedgeaviation.com. We’ll be in touch if you’ve been shortlisted for an interview.

Thank you for considering a career with Leading Edge Aviation!