Customer Experience Supervisor - Fixed Term Maternity Cover

• Salary up to €26,000 per annum, reviewed annually
• Commitment to your personal and professional development
• Generous holiday entitlement of 30 calendar days, which increases with long service, plus public holidays
• An Airspace Day – 1 additional day off per year for something that’s important to you
• Employee referral scheme

The Customer Experience Supervisor owns the standards, oversight, escalation and continuous improvement of the student experience across the Alhama campus. The role is accountable for ensuring that all non-training elements of the student journey are consistent, responsive and aligned with Leading Edge Aviation's customer experience standards.

Student Experience, Welfare & Engagement

• Own the overall student experience across the Alhama campus, maintaining a consistent focus on providing an exceptional experience for Leading Edge Aviation students whilst they are in Spain.
• Lead student wellbeing and welfare provision, ensuring that support is timely, appropriate, culturally aware and tailored to individual circumstances.
• Oversee weekly student brunches and drop-in sessions across both accommodation blocks, using these engagement opportunities to gather feedback, identify emerging themes and maintain visible CX presence.
• Own complex student complaints and escalations locally, coordinating appropriate action and communication through to resolution and escalating to the Customer Experience Manager where risk, severity or scope requires further support.
• Review recurring welfare concerns and student experience issues, identify patterns and coordinate preventative or corrective action.
• Support students with appointments outside of the Academy where reasonable and necessary.
• Track participation and feedback from student engagement opportunities and use the findings to improve future activity.

Accommodation & Third-Party Services

• Lead accommodation oversight through Arthur, ensuring occupancy information, property records, maintenance actions and follow-up activity are accurately maintained.
• Oversee the allocation of student and staff accommodation and maintain clear visibility of current and future occupancy requirements.
• Lead relationships with accommodation providers and other relevant third-party service providers, ensuring Leading Edge Aviation receives excellent value while service standards remain exceptional.
• Conduct and maintain full accommodation inventories, including photographic documentation, between occupancies.
• Ensure accommodation maintenance issues are recorded, progressed and resolved in line with agreed service standards, arranging replacement equipment where required.
• Oversee regular accommodation walk-rounds, room inspections and spot checks, ensuring that identified actions are followed through to completion.
• Review recurring accommodation issues and provider performance, identify trends and drive corrective action where required.
• Coordinate the sourcing of additional accommodation as required and as the campus grows, working alongside the Customer Experience Manager.

Pre-arrival, Onboarding & Student Communications

• Liaise regularly with the Oxford-based Customer Experience team to maintain a clear forward view of incoming and outgoing students, ensuring both campuses are aware of student transfers and resource requirements in advance.
• Serve as a key point of contact for students and staff before arrival, providing clear information on accommodation, transport, the local area and what to expect in Spain.
• Own and coordinate CX communications relevant to the Alhama student journey, including pre-arrival information, welcome to Spain communications, recognition of student achievements, activities of interest, changes or updates during training, departure information and post-experience quality surveys.
• Coordinate course arrivals, onboarding and induction sessions, ensuring students receive the relevant information and resources and a warm, professional welcome in Spain.
• Distribute welcome packs and ensure appropriate stock levels are maintained.
• Liaise with BNU when students are present in Spain.
• Calculate Schengen days for new students, returnees and students returning to the UK.

Transport, Logistics & Expenses

• Oversee student transport to and from accommodation, airports, bus stations and other relevant locations, ensuring arrangements are reliable and clearly communicated.
• Monitor transport issues and service performance, identifying recurring themes and coordinating action where patterns emerge.
• Manage minibus and car rental agreements, including vehicle maintenance issues, and arrange hotels or additional vehicle hire when required.
• Monitor expense performance, outstanding claims, delays and resolution trends, coordinating with Finance and relevant departments to progress issues and improve the student experience.

Team Leadership & Cross-Department Coordination

• Manage, support and develop the Customer Experience Executive, setting clear priorities and expectations and providing regular guidance, feedback and coaching.
• Ensure continuity of the Customer Experience service in Alhama, with appropriate cover in place for planned and unplanned absence and clear ownership of out-of-hours support arrangements.
• Support the Customer Experience Manager with the day-to-day coordination of the driving team, including rotas and schedules.
• Lead cross-departmental meetings to share customer issues, agree actions and align how Operations, Flight Training, Finance and Customer Experience contribute to the delivery of training.
• Coordinate cross-department actions arising from customer issues, ensuring clear ownership, timescales and follow-up through to completion.
• Act as a key communication bridge between departments and stakeholders, ensuring that relevant customer information is shared accurately and at the right time.
• Provide additional people and administration support where required, including collection of staff paperwork, recruitment support and scheduling interviews and inductions.
• Support student and staff visa applications.

Facilities, Suppliers & Systems

• Act as the main point of contact for suppliers supporting the Alhama campus and maintain effective, professional working relationships.
• Take responsibility for on-site facilities within the scope of the role, ensuring that issues are addressed and relevant safety and regulatory standards are maintained.
• Ensure First Aid boxes are checked and replenished regularly and coordinate routine campus supplies, including fresh fruit, beverages and bathroom supplies.
• Source and coordinate uniform orders for new staff, including working with the Customer Experience Manager to identify suitable suppliers in Spain.
• Translate documents and communications for suppliers and colleagues where required.
• Maintain accurate, timely information across relevant systems and communication platforms, including Arthur, Zoho, Teams, WhatsApp and Aeroplanned, particularly in relation to student movements and service activity.

Reporting, Insight & Continuous Improvement

• Produce regular weekly and monthly Customer Experience reporting, providing clear insight into current issues, trends, risks, service performance and improvement activity.
• Track and measure local CX metrics, including complaints, positive feedback, recurring issues, engagement attendance and other indicators agreed with the Customer Experience Manager.
• Review recurring accommodation, transport, welfare and expense issues to identify themes, root causes and opportunities for improvement.
• Use student feedback, quality survey results and operational data to recommend and deliver continuous improvement projects across the Alhama student journey.
• Drive consistent service standards across the local Customer Experience function and third-party services, ensuring agreed improvements are embedded and sustained.

This job description outlines the key responsibilities of the role but is not intended to be an exhaustive list. From time to time, the post holder may be asked to take on additional tasks that support the needs of the business, as reasonably requested by their manager.

• Proven experience in a customer experience, student services, operations or administrative environment, with strong IT proficiency and confidence using Microsoft Office and business systems.
• Demonstrable ability to supervise, motivate and develop a small team while remaining willing to be hands-on when required.
• Excellent organisational skills, sound judgement and a methodical approach to prioritising multiple workstreams in a fast-paced environment.
• Confident written and verbal communicator, able to manage sensitive conversations, complex complaints and escalations professionally.
• Strong analytical mindset with the ability to identify themes, interpret service data and translate insight into practical improvement actions.
• Able to build effective relationships across departments and with external providers, influencing action without losing sight of the customer experience.
• Customer-first mindset, with a strong understanding of the student experience as an end-to-end journey rather than a series of individual transactions.
• Positive, proactive approach with a strong sense of ownership, accountability and willingness to go the extra mile for students and the wider team.
• Strong interpersonal skills, cultural sensitivity and a calm, service-focused approach to problem-solving and student welfare.
• Bilingual, with a strong command of both English and Spanish in a professional setting.