At a Glance
- Tasks: Manage and enhance the Customer Service Portal to improve customer satisfaction.
- Company: Join a forward-thinking organisation committed to digital transformation and inclusivity.
- Benefits: Flexible working, professional development opportunities, and a supportive team environment.
- Other info: Opportunity for career growth in a dynamic and collaborative workplace.
- Why this job: Make a real difference by improving customer experiences and driving change.
- Qualifications: Strong communication skills and experience in content management or customer service.
The predicted salary is between 36000 - 60000 £ per year.
Reporting to the Customer Service Portal Lead, the key purpose of this role is to support the GPA\'s digital transformation to drive change and improve customer satisfaction. Working closely with other functional team members within Workplace Services and across the wider GPA, the post holder will help identify and translate important building and services information into useful and informative insights for GPA customers by collating and curating a wide range of information from a variety of sources. By ensuring the accuracy of the information, the post holder will support continuous improvement in services and customer and client satisfaction and support the development of the Customer Service Portal and its future design.
- Manage and lead the collation and creation of predefined GPA-building content for the portal ahead of go-live dates, decision making on the standard of information provided, content and layout.
- Identify potential risks or issues in the curation of building content and collaborate with stakeholders to resolve these. Escalate issues promptly where necessary, particularly those that could impact the wider programme timeline.
- Maintain portal content efficiently by processing update requests, managing routine assurance correspondence.
- Build excellent relationships with internal and external stakeholders to manage expectations and ensure smooth deployment of the customer service as it is rolled out across the GPA estate.
- Lead key meetings to collate content and understand concerns, deploying active listening, problem solving and negotiation skills to obtain critical content and ensure consistency of information.
- Gain a deep understanding of the portal, conduct regular reviews and testing of both functionality and content.
- Engage with internal stakeholders to ensure accuracy and usability.
- Work with autonomy and prioritise content enhancements by collaborating with key stakeholders.
- Monitor the CSP mailbox for enquiries, complaints and compliments, completing responses within agreed deadlines.
- Undertake data analysis to identify trends in customer queries to feed into improvements and make recommendations to the Customer Service Portal Lead on prioritisation of the enhancement backlog.
- Understand reporting capabilities in Service Now and undertake cross system data.
- In the absence of the Customer Service Portal Lead, provide guidance, act as a decision-maker, and resolve stakeholder-related issues and concerns.
- Lead training and workshops in the deployment of the portal and enhancements.
- Manage information and records in accordance with established policies and statutory requirements, including the gathering of information and co-ordination of responses to information requests including Freedom of Information requests.
- Manage the coordination of governance updates.
- Embed Continuous Improvement methodologies to enhance the Customer Service Portal.
Disability Confident.
We are committed to representing the communities we serve by making Equality, Diversity, and Inclusion (EDI) part of everything we do.
- Striving for excellence – We always aim to deliver great results.
- Empowering through respect – We insist on fair treatment for all, always.
- Acting with integrity – We consistently do the right thing.
- Succeeding together – We rely on each other to achieve success.
Customer Service Portal Content Manager in Manchester employer: Government Property Agency
As a Customer Service Portal Content Manager at GPA, you will be part of a dynamic team dedicated to driving digital transformation and enhancing customer satisfaction. Our inclusive work culture prioritises continuous improvement and employee development, offering opportunities for growth through training and collaboration with diverse stakeholders. Located in a vibrant community, we are committed to equality, diversity, and inclusion, making GPA an excellent employer for those seeking meaningful and rewarding employment.
Contact Details:
Government Property Agency Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Portal Content Manager in Manchester
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Network like a pro! Reach out to current or former employees on LinkedIn. Ask them about their experiences and any tips they might have for landing the role. Plus, it could give you an edge if they put in a good word for you!
✨Tip Number 3
Prepare for the interview by practising common questions related to customer service and content management. Think about how you can demonstrate your problem-solving skills and ability to work with stakeholders effectively.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. And remember, apply through our website for the best chance at landing that job!
We think you need these skills to ace Customer Service Portal Content Manager in Manchester
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight how your skills and experiences align with the role of Customer Service Portal Content Manager. We want to see how you can contribute to our digital transformation and improve customer satisfaction!
Showcase Your Communication Skills:Since this role involves building relationships with stakeholders, it's crucial to demonstrate your communication prowess. Use examples from your past experiences where you've effectively collaborated or resolved issues to show us you're a great fit.
Highlight Your Problem-Solving Abilities:We love candidates who can think on their feet! Share instances where you've identified potential risks or issues and how you tackled them. This will show us that you can handle the challenges that come with managing content for the portal.
Apply Through Our Website:Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows us you’re keen on joining the StudySmarter team!
How to prepare for a job interview at Government Property Agency
✨Know Your Portal Inside Out
Before the interview, make sure you have a solid understanding of the Customer Service Portal. Familiarise yourself with its features, functionalities, and any recent updates. This will not only show your enthusiasm for the role but also help you answer questions about how you would improve or manage the portal effectively.
✨Showcase Your Stakeholder Skills
Since this role involves building relationships with various stakeholders, prepare examples of how you've successfully collaborated in the past. Think about specific situations where you’ve used active listening, problem-solving, or negotiation skills to resolve issues or gather critical information.
✨Be Ready to Discuss Continuous Improvement
The job emphasises continuous improvement methodologies, so come prepared with ideas on how you would enhance the Customer Service Portal. Think about trends in customer queries you've noticed in previous roles and how you would use data analysis to drive improvements.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your ability to handle potential risks or issues in content curation. Practice articulating your thought process on how you would escalate problems and ensure smooth deployment of services, especially under tight deadlines.
