My client are a leading Higher Education organisation in the United Kingdom who are looking for a Head Of One Services to lead and develop the One Desk Management Team to enhance One Desk team performance, ensure a high quality and professional service to our customers. The Head of One Desk will be responsible for driving a high-performance culture as well as empowering the teams to deliver timely, accurate and flexible advice/solutions. Additionally, they will identify opportunity for improvement and lead on change initiatives, whilst engaging our customers and stakeholders for their feedback.,
Provide leadership and management to the One Desk Management enabling them to effectively manage the teams, ensuring excellent induction and training plans as well as continued development opportunities.
Make strategic and operational decisions to further the One Desk service, considering the future structure of the team.
Manage the team budget, using resource flexibility to meet changing service demands, whilst also delivering to cost saving objectives.
Drive a robust performance management culture, supporting talent and improving under performance.
Produce and share regular KPI's and statistics with key stakeholders
Proactively engage and collaborate with key stakeholders such as PS Hub Leadership team, Tier 2 Resolver Groups, and key customers to drive the service forward.
Actively seek feedback from customers, to embed a truly customer focused service.
Ensure that the service delivered complies with legal, audit and policy regulations
Lead and develop change initiatives to improve the service e.g., replacement of our ticketing system and implementation of live chat
Establish and engage in relevant external networks to develop a service that is operating as best practice across all sectors, not just within higher education
Ensure that all relevant documentation and online content is up to date and complaint
In depth experience of leading and managing a large help desk, across a variety of functions
Experience of people management and maintaining a performance management culture
Experience and knowledge of how to effectively build strong professional relationships with a variety of peers, senior stakeholders, and customers
Proven experience with technology used in a customer focused helpdesk e.g., ticketing systems and live chat platforms
Working knowledge of best practices in customer service
Experience with managing system implementation
Skills and abilities
Experience tracking, utilising, and building efficient and informative KPI's
Excellent communication skills combined with a proven ability to influence and negotiate
Ability to make strategic and well-reasoned decisions in a time pressured environment, considering risk and impact
Taking responsibility for making tough calls when necessary
Sharing information with relevant parties
Using existing data to anticipate and plan for problems in advance
Note to job applicant: copy and paste the following desirable criteria into your "Statement in support of your application" under the Desirable criteria section. Describe underneath each desirable criteria whether you meet it and how you meet it, giving examples. Desirable criteria will only be scored if there is a tie break for shortlisting.
Customer Service training or qualification
Lean Six Sigma certified or similar qualification
Morgan Hunt is a multi-award-winning recruitment business for interim, contract and temporary recruitment and acts as an Employment Agency in relation to permanent vacancies. Morgan Hunt is an equal opportunities employer. Job suitability is assessed on merit in accordance with the individual's skills, qualifications and abilities to perform the relevant duties required in a particular role.