Job Description

Customer Operations Manager

Swindon, Newport, or Stockton-on-Tees
Band E - £42,730

It’s an exciting time to be part UKSBS as we transform our business to be the leading UK public sector business service provider. We aim to become a very different organisation over the next few years as we move to a modern multi-platform, digitally enabled organisation.

We are now seeking an experienced Customer Operations Manager to be responsible for the successful day to day operational delivery of our teams within Customer Services.

A key objective of this role, together with covering operational activities such as monitoring performance, controls, quality and client/customer interactions, is to implement and embed Tier 1 and transition activities from Tier 1 to Tier 0, driving automation and digitisation in line with our transformation programme.

Duties will include, but not be limited to the following:

• Support our teams’ performance to ensure we adjust our approach to meet our operational targets/SLAs
• Implement a strategy that develops our teams on all Tier 1 activities
• Enforce our quality monitoring framework to ensure effective tracking of outputs and associated controls
• Work with our partnership managers and colleagues in HR & Finance Services and wider to act upon customer feedback, improve our services and enhance the customer journey
• Build upon our existing relationships with our clients attending monthly partnership meetings, representing customer services
• Raise awareness and promotion of our services and practices through effective communications and maintenance of customer facing intranets
• Ensure that customer feedback, including escalations and complaints, are resolved promptly and accurately including action from lessons learned
• Review our existing ways of working and identify opportunities to streamline, standardise best practices and improve customer interactions
• Drive self-service opportunities to increase Tier 0 activity identify SMEs and act as a representative for all change activity including projects, CI and CRs

To do this role well you will need:

• Maths and English GCSE’s grades A-C (or equivalent qualifications) or proven work experience
• Experience of managing and leading customer facing teams across multiple services
• Knowledge and experience of Oracle or similar ERP system including CRM
• Proficient at using MS Office with excellent Excel skills
• Knowledge and understanding of our customer feedback and escalation process
• Experience of building and maintaining effective relationships with stakeholders
• First class written and oral communication skills

We are an inclusive and Disability Confident employer and welcome all applications. Find out more about our equality, diversity and inclusion commitments on our website.

UKSBS does not hold a Home Office Sponsor Licence under the UK Immigration System, therefore candidates are required to have eligibility to live and work in the UK prior to applying.

We look forward to hearing from you.

We are UKSBS. We are creating a place where people love to work, a culture where we lead, we change, we deliver and we empower our people to be curious, take action and add value.