Customer Services Director London, England
Job description
About us
UCL has always done things differently. As the first English university to champion inclusivity, diversity and open mindedness, we have never been afraid to rethink the norms of education and research. The Professional Services (PS) Hub brings together key customer facing and transactional services across different functions; HR, Finance, IT & Business Operations. The PS Hub is committed to delivering high quality & efficient services, with a real emphasis on customer experience.
About the role
The main responsibility within the role would be managing the One Desk team and Business Operations Services, whose impact on customer service within divisions such as IT, finance, HR and operations ripples across the institution. Working closely with the other directors this role will involve ensuring exceptional service, driving high performance, and ensuring the best possible outcomes and resolutions for any queries received. The role will have a strong focus on effecting and implementing change, developed from initiatives and feedback from customers and stakeholders.
About you
You will be experienced managing a large cross-function help desk within a complex organisation, with skills that include navigating technologically driven procedures, people management/development and also have a proven track record of best practice within customer service and liaising with stakeholders.
What we offer
As well as the exciting opportunities this role presents, we also offer some great benefits some of which are below: • 41 Days holiday (27 days annual leave 8 bank holiday and 6 closure days) • Additional 5 days’ annual leave purchase scheme • Defined benefit career average revalued earnings pension scheme (CARE) • Cycle to work scheme and season ticket loan • Immigration loan • Relocation scheme for certain posts • On-Site nursery • On-site gym • Enhanced maternity, paternity and adoption pay • Employee assistance programme: Staff Support Service • Discounted medical insurance Visit https://www.ucl.ac.uk/work-at-ucl/rewards-and-benefits to find out more.
Our commitment to Equality, Diversity and Inclusion
As London’s Global University, we know diversity fosters creativity and innovation, and we want our community to represent the diversity of the world’s talent. We are committed to equality of opportunity, to being fair and inclusive, and to being a place where we all belong. We therefore particularly encourage applications from candidates who are likely to be underrepresented in UCL’s workforce. These include people from Black, Asian and ethnic minority backgrounds; disabled people; LGBTQI+ people; and for our Grade 9 and 10 roles, women.
