Head of Customer Excellence and Service Delivery

4 weeks ago

Cambridge, United Kingdom University of Cambridge Full time

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.

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

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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