At a Glance
- Tasks: Lead customer service transformation projects and bridge gaps between operations and design.
- Company: Join EY Studio+ UK, a global leader in innovative solutions.
- Benefits: Competitive salary, flexible working, and opportunities for personal growth.
- Other info: Dynamic team environment with a focus on collaboration and creativity.
- Why this job: Make a real impact by solving complex problems for diverse clients.
- Qualifications: Experience in customer service transformation and AI applications 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, spanning sectors such as government, healthcare, financial services, and fast-moving consumer goods to tackle a huge variety of problems in numerous ways.
Your key responsibilities:
- 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.
- Manage project teams and their delivery in line with stakeholder expectations and agreed deliverables.
- Develop relationships that can benefit our firm and our clients, enhancing our presence and impact in the community.
- Identify and share trends, topics, and resources that will increase the relevance and value of our service delivery.
- Take a systematic approach to making decisions, considering all relevant data.
- Maintain open and proactive communication and build credibility based on understanding client issues and offering innovative solutions.
- Create and deliver presentations that engage a range of audiences and respond to their questions and concerns.
- Integrate data and apply judgment in forming practical insights and addressing potential issues.
- Share technical, sector, and market knowledge to inform client thinking.
Skills and attributes:
- Confidently and authentically present complex messages skilfully, using a variety of media and methods.
- Demonstrate influencing skills that address the varied interests and individual styles of others.
- Create a positive team environment, balancing individual initiative with team collaboration.
- Adopt appropriate coaching techniques to meet the various needs of team members.
- Improve commitment and engagement of team members while focusing on the achievement of their goals.
To qualify for the role you must:
- Clearly demonstrate your customer service transformation experience, particularly within customer contact centres.
- Have in-depth CRM experience.
- Show that you have consistently produced high-quality customer service transformation work.
- Demonstrate ability to lead medium-large teams and manage budgets.
Senior Manager - Service & Operations, Studio+ 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+
✨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+
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.
