About usThe Professional Services (PS) Hub brings together key customer-facing and transactional services across HR, Finance, IT and Business Operations, with a strong focus on delivering high-quality, efficient services and an excellent customer experience.Within the Hub, One Desk provides a single point of contact for UCL students, staff, suppliers and partners, responding to thousands of enquiries every day through telephone, email, live chat and other digital channels.
Experience, qualification, and soft skills, have you got everything required to succeed in this opportunity Find out below.
Our team provides timely, accurate and helpful advice while continually looking for ways to improve our services and the customer journey.About the roleAs One Desk Manager, you will provide operational and people leadership to Team Leaders, Senior Advisors, Advisors and Assistants, ensuring the team is well supported, appropriately resourced and equipped to deliver an exceptional customer experience.You will be responsible for monitoring and improving performance against agreed SLAs and KPIs, using data and customer insight to identify opportunities for improvement.
You will oversee quality monitoring across calls, chats and tickets, providing coaching and feedback to support high standards of service.If you have any queries about the role or the application process please contact Passant Khalifa (Senior Recruiter) via youWe are looking for an experienced people manager with a strong customer service focus and the ability to lead teams in a busy, complex environment.
You will have experience managing a team that provides high-quality advice and guidance, alongside a good working knowledge of HR legislation and customer-focused practices.You will bring excellent interpersonal, communication and organisational skills, with the ability to prioritise competing demands while maintaining accuracy and service quality.
You will be confident using data and KPIs to monitor performance, identify trends and drive continuous improvement.You will also have experience working with HR, Finance and Payroll systems, as well as customer service technologies such as ticketing and live chat platforms.
Experience within a large, complex organisation would be advantageous.Above all, you will take pride in delivering an excellent service, sharing knowledge and experience, building strong relationships and making timely, evidence-based decisions.A customer service qualification or training, and Lean Six Sigma or similar certification, would be desirable.What we offerAs well as exciting opportunities, UCL offers a range of great benefits.
Find out more: UCL Rewards and Benefits.41 days’ holiday (27 days annual leave, 8
One Desk HR Manager (ELIGIBLE FOR UCL INTERNAL CANDIDATES ONLY) in Kennington employer: UNIVERSITY COLLEGE LONDON
UCL's Information Services Division (ISD) is an exceptional employer, offering a dynamic work environment that fosters innovation and collaboration among over 50,000 staff and students. With a commitment to employee growth, ISD provides extensive benefits including 41 days of holiday, a defined benefit pension scheme, and opportunities for professional development in cutting-edge technology areas. Located in the heart of London, UCL promotes a diverse and inclusive culture, making it an ideal place for those looking to make a meaningful impact in higher education.
