Assistant Customer Service Manager at Newcastle University

The Role

We are seeking a proactive and dedicated Assistant Customer Service Manager to lead our on-site team across three student villages. The ideal candidate will be passionate about delivering first-class service and ensuring our students and residents receive the efficient, professional, and caring support they deserve. In this role, with the support of the Operations Manager you will oversee staffing, resources, and operational processes, including key management and health & safety compliance, and ensure a culture of continuous improvement to meet the evolving needs of our residents.

If you thrive in a fast-paced environment and are committed to creating a positive living experience for students, we would love to hear from you.

You will be responsible for the day-to-day management of the Customer Service team across our student villages, ensuring high levels of customer service are maintained at all times. Ensure the teams are supported and possessing of the tools to provide a first-class living experience to our residents. Undertake managerial responsibilities relating to the role.

To apply, please complete an online application and upload a CV and cover letter. Your cover letter is a supporting statement, and you should outline how you meet the essential criteria of the role and evidence this with examples.

For informal queries regarding the role, please contact David Kent, Operations Manager, [email protected].

Key Accountabilities

• Support the Operations Manager with the effective operational management of the Customer Services Team to ensure that an efficient and professional service is provided at all times in response to students’ needs, and maintaining high levels of customer service at all times.
• Take responsibility for the day-to-day management of the Customer Services team including staffing, resources, business processes, key management, health and safety and contractor management. Consult and provide solutions to complex queries with the appropriate teams and colleagues with appropriate recording to ensure a coordinated service to students and residents.
• Actively participate in the development of policies and procedures and undertake regular reviews of existing policies and procedures, to ensure best practice across the service, and take responsibility for key areas where required.
• Work with the Customer Services Team Leaders to develop and maintain service standards to ensure enquiries are handled in an efficient and professional manner.
• Take a proactive role in developing and collating customer feedback from a range of sources and assist in identifying areas for improvement.
• Take the lead in the recruitment, management, training and development of Customer Services Team Leaders and Assistants, to include associated administration, ensuring high levels of competence and knowledge with a focus on meeting customer needs.
• Take a proactive approach to planning and co-ordination of events including University Open Days, Summer conference business and student intake week and weekend to ensure all business requirements are met.
• Prepare and review information resources and communications for the Customer Services Team as required, ensuring that information is accurate and of an appropriate standard, including drafting and approving communications to residents and stakeholders through a range of channels including, but not limited to, social media, email, website.
• Oversee the complaints process, including responding to complaints in a consistent and timely manner, investigating and identifying solutions and where appropriate implementing change to ensure excellent customer service at all times in line with services standards and the complaints procedures.
• Ensure Customer Services Team compliance with and adherence to statutory legislation, national guidelines and University internal policies and procedures, for example, health and safety, UUK code of practice, People Service sickness absence and capability polices. Undertake necessary health and safety risk assessments as required.
• Liaise with relevant staff across the Service on system problems, systems testing and system developments to ensure systems used by Customer Services are fit for purpose.
• Fully support the Service’s commitment to training by participating in courses and events to develop skills and knowledge to perform duties of the post; plan and oversee, and where appropriate deliver, training to staff and support the Customer Services Team Leaders in inducting and supporting staff.
• Work alongside the Student Journey Manager to support the development of projects relating to the improvement of the student journey lifecycle.
• Establish and maintain effective relationships with University services, schools and key internal and external stakeholders relevant to the role.
• Other duties as may be required, commensurate with the grade of the post.

The Person (Essential)

Knowledge, Skills and Experience

• Knowledge of customer care standards
• Substantial experience of working, and supporting team-working, to provide an exceptional service to customers
• Experience of managing people in a direct line-management capacity
• Proven track record of developing and reviewing policies and procedures
• Experience in planning and co-ordinating events
• Excellent oral and written communication skills, including the ability to develop and articulate a range of communications for service users and other stakeholders
• Ability to collate, analyse and make sense of multiple knowledge sources to propose solutions
• Excellent IT skills, particularly Microsoft Office and experience in using a range of web-based software
• Excellent planning and organising skills

Attributes and Behaviour

• Ability to build positive working relationships and deal effectively with stakeholders at all levels
• Excellent organisational skills and the ability to handle effectively a range of tasks simultaneously, work well under pressure and to tight deadlines
• Excellent accuracy and attention to detail
• Flexible and adaptable to change and energises teams in adopting a similar approach
• Ability to use initiative and judgement within the parameters of the responsibility of the role
• Able to work independently to set priorities
• Uses a variety of influencing styles
• Lead by example through honesty, trust and integrity

Qualifications

• A good educational background to at least A’ level standard or equivalent, including demonstrated writing and numerical skills