Customer Services Manager

2 weeks ago

Cambridge, United Kingdom University of Cambridge Full time

University Information Services (UIS) provides the digital infrastructure, business information and computing services at the heart of one of the world's top universities. The University of Cambridge has a bold ambition to use digitalisation to transform education and research, and UIS' team of developers, designers, testers, analysts and support staff is leading this exciting work.

What you will do

UIS is seeking to recruit an outstanding individual to lead our Infrastructure Admin and Telecoms Support function. You will be responsible for the efficient and reliable day-to-day running of the Infrastructure Admin & Telecoms Support team (including covering for these roles as required) comprising 4 full time, hybrid working, customer support staff. You will ensure a consistent, professional, and efficient service is provided to all our internal and external customers. It includes proactive and reactive management, together with running special projects necessary to enhance the processes used to support the wider UIS. Management from inception to completion, together with the accountability of these projects forms a key area of the role.

The role includes management of all day-to-day activities of a busy admin support function, ensuring requests for external supplier orders, renewals, deliveries and disputes are dealt with quickly and efficiently. You will form a key link between colleagues in a variety of teams in the UIS and the admin support team, understanding the completing demands and enhancing processes to meet the requirements of all stakeholders.

You will also be responsible for the planning, implementation and supervision of any new cross department processes and policies, as required.

This position is based on the University's West Cambridge Site. The nature of this post requires attendance at the office a minimum of one day a week, sometimes more depending on work requirements.

What you will have

Experience of working in an administrative role. Experience of customer liaison and service provision to a large and diverse customer base. Experience of managing procurement, billing, and stock control. A proactive, helpful, and conscientious manner when dealing with customers and colleagues. Accurate and clear in all communications, documentation, and reports. Organised and able to effectively work with a variety of staff. Proven ability to use Microsoft Office 365 (Especially Word, Excel, Outlook, Teams). Experience creating project and financial reports. Ability to develop and maintain knowledge in your field. Line management or supervisory experience is desirable. A recognised industry standard accreditation/certification, such as ITIL 4, is also desirable.

What we can 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.

All queries should be directed to in the first instance.

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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