About this role
ROLE OVERVIEW Reporting into the Centre Manager (Alhama Campus) and with a dotted line to the Customer Experience Manager in the Oxford Campus, the Customer Experience Assistant will support the delivery of an excellent end-to-end student experience in Alhama. The role combines student support, welfare, accommodation, transport and Academy administration, acting as a visible first point of contact and ensuring enquiries and issues are tracked, communicated and progressed through to resolution, with consistency across Oxford and Alhama operations. This is a full-time role working 39 hours per week, based at our Alhama Campus OUR CULTURE At Leading Edge Aviation, our Vision, Mission and Values guide everything that we do. The Customer Experience Executive is expected to maintain the highest levels of professionalism, compliance and integrity. This role requires flexibility and a collaborative mindset to contribute to our vision of excellence in everything that we do. Reception Duties To be the first point of contact for all visitors to the Academy, ensuring they feel welcome and are familiar with the facilities and Health & Safety arrangements. To be responsible for screening calls and taking appropriate messages where applicable. To co-ordinate the arrival of deliveries at the Academy during office hours, ensuring these reach the relevant area. To be responsible for the stock level and replenishment of stationery and refreshment items. Student Experience and Welfare To act as the first point of contact for day-to-day student issues whilst students are based in Alhama. To log, track and update student enquiries, taking ownership of actions through to resolution and escalating where appropriate. To ensure students are provided with the relevant information and equipment throughout their time at the Academy. To support students with the Student Visa process. To co-ordinate course welcome, arrival and induction arrangements, together with student departure administration and the off-boarding process. Working alongside the Customer Experience team in Oxford, to maintain a robust and effective welfare environment, supporting student needs throughout training in Alhama. To maintain appropriate communication with students who are away from training due to sickness, supporting welfare and ensuring relevant teams are kept updated where required. To gather student feedback, identify emerging themes and share recurring issues or opportunities with the Customer Experience Manager and Centre Manager. To help organise customer engagement initiatives and Customer Experience communications. To host weekly brunch and drop-in sessions at both accommodation blocks with the Customer Experience Manager. Accommodation and Campus Support To co-ordinate accommodation issues, liaising with accommodation providers and following actions through to resolution. To carry out regular campus and accommodation walk-rounds and room inspections, reporting issues and following up on actions as required. To ensure that maintenance items are reported appropriately to the relevant team or provider and progressed as required. Office Administration and Systems To offer administrative support to the Centre Manager where required. To support student expense submissions and track outstanding claims through to resolution. To embrace and confidently use company software, systems and equipment aligned with Oxford operations, including Arthur and other platforms introduced by the business. Transport Co-Ordination To co-ordinate the transportation of students. To monitor transport issues and escalate recurring patterns or themes to the appropriate manager. To make travel arrangements for the business, including flight bookings, car hire and hotel arrangements.