At a Glance
- Tasks: Lead digital service improvements and enhance user experience through data analysis.
- Company: University of Exeter, committed to sustainability and social justice.
- Benefits: Flexible working, generous leave, competitive pension, and wellbeing initiatives.
- Other info: Join a diverse community of over 30,000 students and 7,000 staff.
- Why this job: Shape a greener future while transforming professional services at a leading university.
- Qualifications: Experience in digital service improvement and team management required.
The predicted salary is between 43482 - 43482 £ per year.
This full-time post is available from 3rd August 2026 on a 12 month fixed-term basis. The starting salary will be from £43,482 on Grade F depending on knowledge, skills and experience. In line with the University’s fair employment for all principles, any further funding opportunities identified will be reviewed and discussed during the contract. This role offers the opportunity for hybrid working - some time on campus and some from home.
A new shared service, PS Connect, was launched in May 2023 and is aligned to the University’s 2030 Strategy ‘To use the power of our education and research to create a sustainable, healthy and socially just future’. PS Connect is transforming the delivery of professional services to deliver services which are user-focused and innovative. We are committed to continuously improving our strategic and operational effectiveness, efficiency and improve service experience across the organisation. We are doing this by maximising our use of digital solutions and data, alongside highly skilled staff with a strong understanding of user experience and journeys. This role sits within the Service Experience team within PS Connect, and will be instrumental in helping us to continue to transform the way we deliver core professional services at the University of Exeter.
Main purpose of the job: Drive continuous improvement of the PS Connect Service Delivery Platform by systematically analysing NPS, qualitative and quantitative end user feedback, and service performance data to design and deliver more effective, efficient, and digitally enabled ways of working across PS Connect teams. Translate insights into a prioritised delivery roadmap that maximises the use of Digital, AI, and automation capabilities to improve customer experience, operational efficiency, and measurable business outcomes.
About You: The successful candidate will have experience of leading digital-focused service improvement and optimisation initiatives, including planning, design and implementation of solutions in line with customer experience and service design best practice. Ideally, they will have a strong grasp of the automation, self-service or AI-enabled solutions landscape, together with experience in using customer insights to ensure services are responsive and effective. They will have previous team management experience, ideally in a similar organisational environment.
About Us: Transform Your Career and Help Shape a Greener, Healthier, and Fairer Future. We are committed to understanding different cultures and perspectives, supporting diverse leadership, and striving for social justice. We encourage applications from all groups underrepresented in our community, including racially minoritised individuals and those with disabilities. Our inclusive, merit based recruitment processes seek to embrace a diverse set of experiences to ensure colleagues feel supported equitably. With over 30,000 students and 7,000 staff from 150 countries, we foster a culture where everyone can thrive.
Why our colleagues love working here:
- Flexible working opportunities and leading parental leave initiatives
- Generous annual leave (39-41 days including bank holidays)
- Competitive pension contributions
- A genuine dedication to supporting the health and wellbeing of all colleagues
- Sustainability and the environment being at the heart of what we do
Service Experience Manager in Exeter employer: Eurobioimaging
Join a dynamic team at the forefront of ecological research, where your contributions as a Research Technician will directly impact our understanding of wildlife interactions with vehicle headlights. Located in a collaborative and innovative environment, we offer opportunities for professional growth, access to cutting-edge technology, and a commitment to fostering a supportive work culture that values teamwork and scientific inquiry.
StudySmarter Expert Advice🤫
We think this is how you could land Service Experience Manager in Exeter
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Eurobioimaging. 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 Eurobioimaging 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 Service Experience Manager in Exeter
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 Eurobioimaging:Your cover letter is your chance to shine! Tell us why you want to work at Eurobioimaging 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 Eurobioimaging!
How to prepare for a job interview at Eurobioimaging
✨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.
