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Head of Customer Support Services
Operations
Swindon, Newport, or Billingham – flexible and remote working options
Band G: £60,745 - £76,624 DOE

Here at UK SBS we are proud to deliver high quality corporate services where we provide HR, payroll, finance, IT and procurement services and expertise to our public sector partners.

Our staff are very important to us and we always try to go the extra mile to look after them. We can offer flexible and family friendly working arrangements, great benefits including generous annual leave, supportive and inclusive work environments, and opportunities to learn and grow your career with us.

In Operations, our aim is always to be a high-performing, customer focussed team, providing ease of interaction with professional, clear advice and guidance. We strive to add value and we are always looking for an opportunity to improve and enhance our customer experience, whether it is through making better use of systems and technology or by simplifying the way we work. We take feedback seriously and celebrate our achievements.

Our Head of Customer Support Services reports directly to the Chief Operating Officer (COO) and is a member of the Senior Leadership Group (SLG), who are collectively responsible for setting the direction for the teams, providing great leadership, and nurturing an inclusive and collaborative working environment with positive team dynamics and a focus on health and wellbeing.

This role is about owning and developing the delivery of our customer services. It is a varied and vital role which can at times be challenging, it offers the opportunity to make a real difference to the experience of our customers and our colleagues.
If you are a strong, inclusive, and inspirational leader, who is seeking a promotion or new industry experience, this role could be a great opportunity for you. Ideally you have a clear record of success in service delivery within a complex environment, and a proven ability to create a culture of continuous improvement within customer support.

This is a key role for UK SBS and to do it well we think you will need to have:

• Extensive experience of leading and managing a Customer Support Service and operation of a tiered customer service model, including self-service.
• Demonstrable experience of transformation programmes, including subject matter expertise on the delivery and implementation of change and process improvements.
• Evidence of experience of driving positive change and influencing enhanced performance to increase customer satisfaction levels
• Demonstrable track record of creating a culture of continuous improvement and adding value to customer service provision
• Evidence of strong stakeholder engagement throughout the business, including influencing and collaborating at the most senior levels. Strategically and commercially minded, able to identify new opportunities and understand how they fit with the organisations business plan.

For more information on the role and our benefits can be found here.

In return for your skills and experience, we can offer you flexible and remote working options for a 37hr week with start and finish times between 8am – 6pm. Our team usually work from home and come into the office once or twice a week, but we are flexible on this too. If it helps, there is even flexibility on which office you base yourself from - Swindon, Newport or Billingham.

For additional information and a confidential discussion please contact Liz Creedy ([email protected]).

We are an inclusive and Disability Confident employer and welcome all applications. To find out more, click here.

Closing date for applications is midnight on Wednesday 1st March 2023. Interviews are scheduled for: Thursday 16th and Friday 17th March 2023.

Only online applications are accepted in the form of an up-to-date CV. If you are unable to apply online or do not wish to create an account but would still like to apply for a specific role, please contact our Recruitment Team at [email protected].

We look forward to hearing from you. Please apply today!