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Customer Experience Manager
Whiteknights Reading UK

Job reference: SRF31718

Location: Whiteknights Reading UK

Closing date: 01/03/2020

Job live date: 30/01/2020

Salary: £41526 - £51034 per annum

Employment type: PM-ALC

Department: Digital Technology Services

Division: Service Delivery & Operations

Hours per week: 1.0 FTE

Employment Basis/Type: Full time, Permanent

The Service Desk is at the heart of Digital Technology Services, providing first line IT support, responding to incidents and service requests via the Self-Service Portal, telephone, email, face-to-face and remote support tools.

We are looking for an experienced IT professional who will lead our friendly and enthusiastic Service Desk, ensuring that the service is appropriately staffed and operates to agreed service levels. We believe the role of the Customer Experience Manager is to improve the department’s understanding of customers’ current and future needs and to integrate that thinking into strategic, tactical and operational activities. The Customer Experience Manager will work closely with our DTS Business Partners and is responsible for driving and embedding a customer focused culture within the department.

The successful applicant will have excellent communication and interpersonal skills, the ability to effectively manage and motivate staff, and the ability to negotiate with customers and colleagues and build long-lasting relationships within Digital Technology Services and across other departments.

You will have:
•   Leadership skills and the ability to influence and motivate others
•   Excellent communication skills, written and verbal
•   The ability to work effectively under pressure
•   Experience of staff scheduling and effective team management
•   Thorough understanding of best practice relating to incident management
•   Understanding of the real and stated needs of customers and users in the delivery of IT services

Closing Date:01/03/2020

Interview Date: To be confirmed

Informal contact details

Alternative informal contact details

Contact role:

Head of Customer Experience & Service Delivery

Contact role:

Deputy Director, Service Delivery & Operations

Contact name:

Eleanor Draycott

Contact name:

Stephen Gough

Contact phone:

0118 378 2904

Contact phone:

0118 378 6212

Contact email:

Contact email:

The University is committed to having a diverse and inclusive workforce, supports the gender equality Athena SWAN Charter and the Race Equality Charter, and is a Diversity Champion for Stonewall, the leading LGBT+ rights organisation.  Applications for job-share, part-time and flexible working arrangements are welcomed and will be considered in line with business needs.


The closing date for this job has now passed.


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