Head of Customer Excellence and Service Delivery

Head of Customer Excellence and Service Delivery

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible

We are excited to appoint our first Head of Customer Excellence and Service Delivery. This pivotal role will implement and embed a coordinated customer service experience strategy for the University's finance function. We are seeking a visionary leader who is passionate about building exceptional customer experiences and driving operational excellence throughout the organisation.

Reporting to the Director of Finance, you will be the ongoing champion, catalyst and primary owner of our service delivery proposition and customer account management framework.

Be part of our journey, through our transformation programme, to redefine excellence in customer service.

The Role

Develop the strategic vision and roadmap for our customer service operations

Develop and embed the customer centric culture into processes and engagement

Negotiate and agree a proportionate service level agreement framework

Track and monitor delivery of quantitative and qualitative performance KPIs

Your Skills

Demonstrable service delivery experience in large complex organisations

Experience in developing and delivering digitally enabled customer transformations

Experience building sustainable customer relationships

Excellent communication and interpersonal skills with the ability to build relationships and collaborate effectively across all levels of the organisation

Experience of change management

Benefits

The University offers an excellent benefit package including:

41 days annual leave, inclusive of Bank Holidays

Defined benefits pension schemes

Flexible working options

Family-friendly initiatives

Location

The University is supportive of hybrid working, where some work is undertaken on University premises and some in a remote working environment. The aim of our approach is to enable as many staff as possible to work in a hybrid way if they wish and where their role allows. This arrangement is subject to change and will not form a part of the contractual terms of the role.

Funding for this post is Permanent.

We welcome applications from individuals who wish to be considered for part- time working or other flexible working arrangements.

Click the 'Apply' button below to register an account with our recruitment system (if you have not already) and apply online.

Once an offer of employment has been accepted, the successful candidate will be required to undergo a basic disclosure and a security check.

If you would like more information about this role, informal enquiries can be directed by email to Lucy Harney, Head of Director's Office at [email protected]

If you have any questions about the application process, please contact a Recruitment Administrator at [email protected].

Please quote reference AG41140 on your application and in any correspondence about this vacancy.

The University actively supports equality, diversity and inclusion and encourages applications from all sections of society.

The University has a responsibility to ensure that all employees are eligible to live and work in the UK.

Further information

Head of Customer Excellence and Service Delivery - Further Information

Department/Location

Finance Division

Salary

£66,857 - £77,476

Reference

AG41140

Category

Academic-related

Published

4 April 2024

Closing date

31 May 2024