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Customer Services Manager

  • Location: London
  • Sector: Secretarial
  • Salary: £38000 - £40000 per annum + plus benefits
  • Job type: Permanent
  • Date posted: 19/02/2018
  • Job reference: MM - 4652
This vacancy has now expired.

My client who is a prestigious international educational organisation is looking for a graduate calibre experienced Customer Services Manager to manage a team of post results customer service administrators. You will be responsible for overseeing the smooth management and coordination of all queries, company policies and processes relating to appeals, complaints and academic investigations.

Reporting to the Customers Services Director, you will be responsible for

  • Coordination and processing of all appeals
  • Overseeing the processing of all complaints and feedback and sign off of outcome letters
  • Develop and oversee processes for complaints and appeals (centrally and internationally) including website content/feedback forms etc
  • Work across the business to collate responses to non-academic complaints/feedback
  • Work with subject specialists to develop team of external arbiters
  • Manage, review, analyse and action data produced by team
  • Manage the post results services team
  • Ensure sharing of data with Panel team and product teams
  • Authorising payments and budget/financial management
  • Supporting Academic Director with Academic Budget control

Skills and experience required

  • Educated to degree level (or equivalent)
  • Highly organised, efficient and competent
  • Excellent interpersonal communication skills (written and verbal)
  • Investigative skills and ability to analyse data/information
  • Demonstrates sound judgement and decision making
  • Negotiation skills, ability to use flexible approaches to situations
  • Strong IT skills including Microsoft Office applications
  • Flexible approach to work
  • Ability to self-manage and prioritise workload
  • Good supervisory/management skills

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