At a Glance
- Tasks: Lead transformative customer service projects and collaborate with diverse teams to solve real-world problems.
- Company: Join EY, a global leader dedicated to building a better working world.
- Benefits: Enjoy competitive pay, career growth, and the chance to work on impactful projects.
- Other info: Dynamic environment with opportunities for creativity and innovation.
- Why this job: Make a difference by improving services that matter to people and businesses.
- Qualifications: Experience in customer service transformation and strong leadership skills required.
The predicted salary is between 70000 - 85000 £ per year.
At EY, we’re all in to shape your future with confidence. We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. Join EY and help to build a better working world.
About EY Studio+ UK
Growth comes from solving problems that matter for people, customers, patients, employees, and society at large. At EY Studio+ UK, we are building a better working world, by putting the human first. Our work is rooted in the way people make decisions, helping us to assist businesses in making better choices and solving the most pressing problems. We work with organisations to create the platforms, products, and services for tomorrow; making the world an easier, more enjoyable, and sustainable place to live and work.
The opportunity
The work we do is big. Big in scale, ambition, impact – and big projects get taken seriously. We don’t create outputs for the sake of it. We create work that is driven to implementation.
The work we do is varied. We work across sectors (from government, healthcare, financial services, and fast-moving consumer goods) to tackle a huge variety of problems in numerous ways. One week you could be interviewing customers in their homes to understand how they make sense of their money, the next month you could be leading a workshop in Whitehall to articulate how a government department can embed innovation in their organisation.
We take our practitioners seriously and you will be given the freedom and support to develop your craft, your thinking, your work, and your career in a way that suits you and delivers for the practice and your clients.
Responsibilities, Qualifications, Certifications
The role
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.
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 articulate a service that solves it.
- You will be a natural collaborator. Ideas breed ideas, and so we work in multi-disciplinary teams and embed clients in our process.
- 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 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.
- 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.
- 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.
- You will be competent in service design methods and know how to shepherd clients through a service design process.
- You will be a self-starter and have an explorative mindset, creating new perspectives and identifying impactful spaces 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.
- You will identify and share trends, topics, and resources that will increase the relevance and value of our service delivery.
- You will take a systematic approach to making decisions, considering all relevant data.
- You are considered a direct point of contact for clients and teams, speaking to clients regularly about future trends.
- 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.
- 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.
- You will demonstrate influencing skills that address the varied interests and individual styles of others.
- You will create a positive team environment, balancing individual initiative with team collaboration.
- 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.
- 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 GraphQL 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.
- Show that you have consistently produced customer service transformation work of high quality.
- Demonstrate ability to lead medium-large teams and manage budgets.
Senior Manager - Service & Operations, Studio+ in London employer: EY UK
EY UK is an exceptional employer, offering a dynamic work culture in Birmingham that fosters professional growth and development. As a Senior HR Help Desk Advisor, you'll benefit from comprehensive training, a supportive team environment, and clear pathways for career advancement into Employee Relations, all while contributing to a company renowned for its commitment to employee well-being and inclusivity.
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 EY UK. 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 EY UK 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 EY UK:Your cover letter is your chance to shine! Tell us why you want to work at EY UK 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 EY UK!
How to prepare for a job interview at EY UK
✨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.
