Worldwide Companies City

Job Descrption

Ref Number

B01-04579

Professional Expertise

Professional Services Leadership

Department

Vice-President (Operations) (B01)

Location

London

Working Pattern

Full time

Salary

£52,487–£61,534

Contract Type

Fixed-term

Working Type

Hybrid

Available for Secondment

Yes

Closing Date

10-Oct-2024

About us

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.

One Desk offers our customers a single point of contact for all PS Hub functions, responding to all enquiries via telephone, email and live chat. One Desk receives thousands of customer contacts on a daily basis, from UCL’s students, staff members, suppliers and other partners. The team push to deliver timely and excellent advice to our customers, as well as striving to continuously improve and... develop our services.

About the role

Main purpose of the job

Direct management of Team Leaders and Advisors who are providing support to PS Hub customers via various communication channels. Leading the team and driving high performance whist ensuring a customer focused approach to service delivery. The One Desk Manager will ensure the team is appropriately trained, resourced and prepared to deal with customer demands. Additionally, they will be responsible for ensuring that SLA is monitored and achieved, whilst maintaining the delivery of accurate and compliant advice.

Duties and responsibilities

Line manage Team Leaders, Advisors and Assistants to ensure they are developing and performing in their role.

Proactively measure, report on and improve team performance in line with SLAs,

Regularly monitor volumes and identify resource requirements.

Ensure the team deliver efficient, accurate and compliant advice and guidance, within agreed service level agreements and with exceptional customer service.

Ensure the team take ownership of queries up to point of resolution, working with tier 2 support where required

Build strong relationships and working practices with tier 2 support teams

Ensure all data is entered accurately onto relevant systems, within required timescales.

Regularly work with team members and stakeholders to review, improve and streamline processes.

Identify and deliver training for various groups where required

Deliver drop-in sessions, identifying needs of customers to develop subject specific sessions when required.

Work collaboratively and proactively with colleagues to improve the customer journey.

Ensure engagement with customers and stakeholders is positive and delivers the best solution, every time.

Create, maintain and monitor standard operating procedures so all are up to date and compliant.

Deputise when required.

Participate in projects to help drive strategy, system improvements and process reviews.

Special working conditions. You may be required to work a shift pattern outside of standard office hours as a condition of this post. The precise hours and pattern of the shift will be determined by your line manager after consultation with you.

About you

We are looking for an individual who has a proven track record in leading teams, particularly in delivering high-quality advice and guidance within a customer service environment. You should have substantial experience working within large, complex organisations, with a strong focus on customer service and accounts management. Familiarity with relevant legislative requirements and the ability to apply these in practical workplace scenarios is essential.

The ideal candidate will have practical knowledge of HR, Finance, and Payroll systems, with experience in Oracle being highly desirable. You should also have a good understanding of customer-focused helpdesk technologies, including ticketing systems and live chat platforms, ensuring the smooth running of day-to-day operations.

Experience in providing comprehensive support and advice to customers, teams, and key stakeholders is crucial, helping to ensure that challenges are met with effective solutions and positive outcomes. A proven ability to work with and develop Key Performance Indicators (KPIs) will be vital for driving continuous improvement and efficiency.

To thrive in this role, you will need strong leadership skills, with the ability to inspire and manage high-performing teams while achieving measurable results. Excellent communication skills, both written and verbal, are essential for fostering positive relationships within the team and across the organisation.

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

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