Customer Services Manager

6 days ago

Cambridge, Cambridgeshire, United Kingdom University of Cambridge Full time

About the Role

University Information Services (UIS) is seeking an exceptional individual to lead our Infrastructure Admin and Telecoms Support function. As a key member of our team, you will be responsible for the efficient and reliable day-to-day running of the Infrastructure Admin & Telecoms Support team, comprising 4 full-time, hybrid working, customer support staff.

Key Responsibilities

  • Manage the day-to-day activities of a busy admin support function, ensuring requests for external supplier orders, renewals, deliveries, and disputes are handled promptly and efficiently.
  • Form a key link between colleagues in various teams within UIS and the admin support team, understanding the competing demands and enhancing processes to meet the requirements of all stakeholders.
  • Plan, implement, and supervise new cross-department processes and policies as required.
  • Ensure a consistent, professional, and efficient service is provided to all internal and external customers.

Requirements

  • Experience in an administrative role, preferably in a customer-facing environment.
  • Proven ability to manage procurement, billing, and stock control.
  • Excellent customer liaison and service provision skills, with a proactive, helpful, and conscientious approach.
  • Accurate and clear communication, documentation, and reporting skills.
  • Organized and able to effectively work with a variety of staff.
  • Proven ability to use Microsoft Office 365, particularly Word, Excel, Outlook, and Teams.
  • Experience creating project and financial reports.
  • Ability to develop and maintain knowledge in your field.
  • Line management or supervisory experience is desirable.
  • A recognized industry standard accreditation/certification, such as ITIL 4, is also desirable.

What We Offer

  • A generous annual leave allowance of 41 days per year, including bank holidays.
  • A generous pension scheme.
  • Access to a range of shopping and travel discounts.

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

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