At a Glance
- Tasks: Lead customer service teams and drive operational excellence in a dynamic environment.
- Company: Join UKSBS, a forward-thinking public sector service provider.
- Benefits: Competitive salary, inclusive culture, and opportunities for personal growth.
- Other info: Be part of a diverse team committed to innovation and empowerment.
- Why this job: Make a real impact by enhancing customer experiences and driving digital transformation.
- Qualifications: GCSEs in Maths and English or relevant experience; leadership skills required.
The predicted salary is between 42730 - 42730 £ per year.
It’s an exciting time to be part of UKSBS as we transform our business to be the leading UK public sector business service provider. We aim to become a very different organisation over the next few years as we move to a modern multi-platform, digitally enabled organisation.
We are now seeking an experienced Customer Operations Manager to be responsible for the successful day to day operational delivery of our teams within Customer Services. A key objective of this role, together with covering operational activities such as monitoring performance, controls, quality and client/customer interactions, is to implement and embed Tier 1 and transition activities from Tier 1 to Tier 0, driving automation and digitisation in line with our transformation programme.
Duties will include, but not be limited to the following:
- Support our teams’ performance to ensure we adjust our approach to meet our operational targets/SLAs
- Implement a strategy that develops our teams on all Tier 1 activities
- Enforce our quality monitoring framework to ensure effective tracking of outputs and associated controls
- Work with our partnership managers and colleagues in HR & Finance Services and wider to act upon customer feedback, improve our services and enhance the customer journey
- Build upon our existing relationships with our clients attending monthly partnership meetings, representing customer services
- Raise awareness and promotion of our services and practices through effective communications and maintenance of customer facing intranets
- Ensure that customer feedback, including escalations and complaints, are resolved promptly and accurately including action from lessons learned
- Review our existing ways of working and identify opportunities to streamline, standardise best practices and improve customer interactions
- Drive self-service opportunities to increase Tier 0 activity identify SMEs and act as a representative for all change activity including projects, CI and CRs
To do this role well you will need:
- Maths and English GCSE’s grades A-C (or equivalent qualifications) or proven work experience
- Experience of managing and leading customer facing teams across multiple services
- Knowledge and experience of Oracle or similar ERP system including CRM
- Proficient at using MS Office with excellent Excel skills
- Knowledge and understanding of our customer feedback and escalation process
- Experience of building and maintaining effective relationships with stakeholders
- First class written and oral communication skills.
We are an inclusive and Disability Confident employer and welcome all applications. Find out more about our equality, diversity and inclusion commitments on our website.
UKSBS does not hold a Home Office Sponsor Licence under the UK Immigration System, therefore candidates are required to have eligibility to live and work in the UK prior to applying.
We look forward to hearing from you. We are UKSBS. We are creating a place where people love to work, a culture where we lead, we change, we deliver and we empower our people to be curious, take action and add value.
Customer Operations Manager in Swindon employer: UKRI
The MRC Laboratory of Molecular Biology (LMB) is an exceptional employer, offering a dynamic work environment that fosters professional growth and collaboration. With a strong commitment to employee development, the LMB provides comprehensive training opportunities and encourages continuous learning, making it an ideal place for HR professionals looking to make a meaningful impact in the scientific community. Located in the vibrant Cambridge Biomedical Campus, employees benefit from a supportive culture that values innovation and teamwork, ensuring a rewarding career path in Human Resources.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Operations Manager in Swindon
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at UKRI. 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 UKRI 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 Customer Operations Manager in Swindon
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 UKRI:Your cover letter is your chance to shine! Tell us why you want to work at UKRI 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 UKRI!
How to prepare for a job interview at UKRI
✨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.
