Overview
As One Desk Manager, you will lead the customer-facing team delivering first-line support to students, staff, suppliers and partners. You’ll use data and insights to drive improvements in performance and customer experience, ensuring high-quality, timely advice across calls, chats and tickets. You’ll coordinate resource planning, coaching, and quality monitoring to maintain standards in a busy, complex environment. This role sits at the heart of the PS Hub, shaping how we deliver efficient, student- and staff-focused service.
Pay / Benefits
- 41 days’ holiday
- Defined benefit CARE pension
- Cycle to work scheme
- On-site nursery and gym
- Relocation support
- Staff Support Service
Responsibilities
- Provide operational and people leadership to Team Leaders, Senior Advisors, Advisors and Assistants
- Monitor and improve performance against SLAs and KPIs using data and insights
- Oversee quality monitoring across calls, chats and tickets and coach for high standards
- Ensure appropriate resourcing and support for the team in a busy environment
- Collaborate with HR, Finance and Payroll systems and customer service technologies
- Drive continuous service improvements and improvements to the customer journey
- Promote timely, evidence-based decision-making and relationship-building across stakeholders
Key requirements
- Experienced people manager with a strong customer service focus
- Experience leading teams that provide high-quality advice in a busy, complex environment
- Good working knowledge of HR legislation and customer-focused practices
- Excellent interpersonal, communication and organisational skills
- Comfort with using data and KPIs to monitor trends and drive improvement
- Experience with HR, Finance and Payroll systems, and customer service technologies (ticketing and live chat)
- Experience in large, complex organisations is advantageous
- Desirable: customer service qualification or training and Lean Six Sigma or similar certification
- interpersonal skills
- communication
- organisational skills
- ticketing platforms
- live chat platforms
- HR/Finance/Payroll systems
One Desk HR Manager (ELIGIBLE FOR UCL INTERNAL CANDIDATES ONLY) in London 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.
