Customer Service Manager

Description:

Customer Service is the part of the Student Administration department that is responsible for the administrative processes that support student registration, graduation, certificate and transcript production and the administration of tuition fees. Customer Service provide an in person front facing service to all students and manage student queries through email and telephony channels. The Customer Service department is divided up into sections: Student Records, Student Registration & Events and Student Fees. At the very heart of the Customer Service team is the desire to provide service excellence to anyone that has the need to interact with our service, all whilst maintaining a firm focus on the evolution of our service using creativity, flexibility and innovation by anticipating and responding to the needs of our diverse student community.

So what will the role involve?

The Customer Service Manager will ensure that processes are completed, and tasks undertaken within Customer Services are done in ways that deliver an excellent customer service and support the requirements from the school, the University and external stakeholders. The role will support business development, manage areas of activity, undertake project work and preform a key account management role for the Directorate.

The role will be responsible for managing staff in the service deployed in support of their area of responsibility within a flexible resourcing system, which will see staff working across functional areas to support University objectives and priorities. In addition, the role will have line management leadership for a group of staff and will be responsible for setting objectives, managing performance, coaching and supporting their development.

The roles will support the delivery of key Customer Service activities such as Registration, Graduation, Certificates and Transcripts and Fees & Awards.

Who are we?

All of us are made of many identities and passions – it makes us who we are, we are proud parents and passionate performers, we’re innovative engineers and network reformers, we’re local, we’re global and all different races, many cultures, many faiths and from many places. We have different genders, we’re proud to be LGBT, we’re younger and older and focus on ability, we’re agile, we’re balanced, we make sure we rest, we’re supported to work the way we’ll do our best. We’re academics, students and colleagues from near and afar, we’re a community of many things – it makes us who we are- It makes us the University of Salford! #UoSEquality

What’s in it for you?

• Competitive salary - and excellent pension scheme

• An impressive 32 days leave, plus bank holidays, additional time off at Christmas and the opportunity to buy even more!

• Flexible working - we support a culture of flexible and hybrid working, subject to business requirements.

• Professional development - a comprehensive package of training and development opportunities to help you achieve your full potential.