At a Glance
- Tasks: Lead customer service transformation projects and enhance client experiences using AI.
- Company: Join EY Studio+, a leader in innovative customer service solutions.
- Benefits: Competitive salary, professional development, and a collaborative work environment.
- Other info: Dynamic role with opportunities for growth and creativity.
- Why this job: Make a real impact by transforming customer service with cutting-edge technology.
- Qualifications: Experience in customer service transformation and team leadership required.
The predicted salary is between 46537 - 56879 £ per year.
Senior Manager – Service & Operations, EY Studio+ UK
We are looking for a Customer Service Transformation specialist Senior Manager to join the Customer Service & Operations (S&O) Practice at EY Studio+ UK, bridging the gap between S&O and Customer Service Design.
This person needs to have both customer contact centre and AI experience.
This role is open to those with demonstrable experience of customer service transformation work, working to solve client issues in a structured and methodical way.
You will have a portfolio of projects that you can talk through and demonstrate how you have applied AI to customer contact centre improvement projects, programmes and initiatives either in‑house or within a consulting role.
The role
There are a couple of things that we ask of everybody.
- You will be endlessly inquisitive, ruthlessly user focused and able to use a combination of logic, empathy, rigour and storytelling to articulate a customer or business problem before working creatively and technically to deliver a service that solves it.
- You will be a natural collaborator.
Ideas breed ideas, and so we work multi‑disciplinary teams and embed clients in our process.
We work in the open, we share our thinking early and we build on each other’s contribution.
- You will be visual. We work generatively. We create things to clarify thinking, align understanding and move towards a solution that works.
- You will be iterative. No one gets it right the first time. We don’t expect to.
- You will be ambitious yet realistic in your solutions.
Our work sits in the sweet spot between desirable, viable, feasible and allowable.
Getting it there is a big part of what we do.
- You will be a doer AND a thinker and know when to switch from one to the other and how to create time and space for both.
- You will navigate complexity: people, organisations, technology, policies, regulations.
Designing services puts you at the centre of complexity.
We need to make sense of it all quickly, and flex and adapt to move through it effectively.
- You’ll be fascinated by service in all its forms with a desire to deliver great solutions in the teams we put together for clients, to help them improve existing services, invent new ones, and ultimately grow businesses.
- You will be competent in service design methods, and know how to shepherd clients through a service design process, creating good work and advocates for EY Studio+ UK as you go.
- You will be a self‑starter and have an explorative mindset, creating new perspectives and identifying the spaces where you can be impactful for both EY Studio+ UK and its clients.
- Your key responsibilities
- You will develop and manage plans for project teams, update stakeholders, and apply an understanding of client needs to identify critical outcomes, barriers to success and changes in expectations or scope.
- You will manage project teams and their delivery in line with stakeholder expectations and agreed deliverables.
- You will develop relationships that can benefit our firm and our clients (e. g., with stakeholders in target organisations) and beyond the workplace to enhance our presence and impact in the community, demonstrating commitment to EY Studio+ and our professional standards.
- You will identify and share trends, topics and resources (e. g., professional bodies, market developments such as sector‑specific trends, regulatory guidance) that will increase the relevance and value of our service delivery and seize opportunities to grow knowledge.
- You will take a systematic approach to making decisions, considering all relevant data.
- You are considered a direct point of contact for client and team, speak to clients regularly about future trends, and begin to own and grow the firm’s relationship with the client.
- You will maintain open and proactive communication and build credibility based on understanding client issues and offering innovative solutions.
- You will create and deliver presentations that engage a range of audiences and respond to their questions and concerns.
- You will integrate data and apply judgment in forming practical insights and addressing potential issues, leveraging opportunities and analyses that enable decision‑making by critical stakeholders.
- You will share technical, sector and market knowledge to inform client thinking.
Skills and attributes
- You will confidently and authentically present complex messages skilfully, using a variety of media and methods that build excellent relationships based on trust.
- You will demonstrate influencing skills that address the varied interests and individual style of others, recognising people have different sources of motivation and ways to achieve success.
- You will create a positive team environment, balancing individual initiative with team collaboration and with EY priorities, and encourage people to speak up and express differing views.
- You will adopt appropriate coaching techniques to meet the various needs of team members.
- You will improve commitment and engagement of team members, while focusing on the achievement of their goals, providing constructive feedback tailored to each person’s style and environment.
- You will have customer contact centre experience.
- Experience with specific technologies such as Twilio and Genesys would be beneficial.
- Experience with SQL, HTML and/or Graph QL is also beneficial.
- To qualify for the role you must
- Be able to clearly demonstrate your customer service transformation experience, particularly within customer contact centres.
- Have in‑depth CRM experience.
- Be able to describe EY Studio+ UK capabilities and commitments accurately when discussing possible business opportunities with external contacts.
- Show that you have consistently produced customer service transformation work of high quality that is accurate, complete and compelling.
- Demonstrate ability to lead medium‑large (5‑15) teams and manage budgets ( What working at EY offers
We offer a competitive remuneration package where you’ll be rewarded for your individual and team performance.
Our comprehensive Total Rewards package includes support for flexible working and career development, and with Flex EY you can select benefits that suit your needs, covering holidays, health and well‑being, insurance, savings and a wide range of discounts, offers and promotions.
- Support, coaching and feedback from some of the most engaging colleagues around.
- Opportunities to develop new skills and progress your career.
- The freedom and flexibility to handle your role in a way that’s right for you.
- #J-18808-Ljbffr
Senior Manager - Service & Operations, Studio+ in London employer: Ernst & Young Advisory Services Sdn Bhd
Ernst & Young Advisory Services Sdn Bhd is an exceptional employer, offering a dynamic and inclusive work culture in Manchester that fosters innovation and collaboration. With a strong commitment to employee development, EY provides ample opportunities for growth and advancement, alongside a flexible work environment that supports work-life balance. Joining EY means being part of a global leader in advisory services, where your contributions directly impact client success and the future of R&D tax services.
Contact Details:
Ernst & Young Advisory Services Sdn Bhd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Senior Manager - Service & Operations, Studio+ in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Ernst & Young Advisory Services Sdn Bhd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Ernst & Young Advisory Services Sdn Bhd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Manager - Service & Operations, Studio+ in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Ernst & Young Advisory Services Sdn Bhd:Your cover letter is your chance to shine! Tell us why you want to work at Ernst & Young Advisory Services Sdn Bhd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Ernst & Young Advisory Services Sdn Bhd!
How to prepare for a job interview at Ernst & Young Advisory Services Sdn Bhd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
