Service Desk Manager (Customer Service)

Job Purpose
The Service Desk Manager will lead the Service Desk team in Estates to ensure that all enquiries and requests are handled to ensure an excellent Customer experience is delivered.

The role will have the key purpose to manage all requests through the correct workflows in Estates and efficiently and effectively communicate the status of the requests and how it is being closed out and resolved.

Main Duties and Responsibilities
1. Responsible for the Service Desk including job prioritisation and routing to internal Operations teams, Technical staff or external contractors and making sure there is continuous monitoring of the reactive maintenance requirements
2. Responsible for managing the Service Desk team to ensure that all enquiries are fully understood in terms of priority and all promptly directed for action.
3. Responsible for ensuring the Service desk team are planning and scheduling  all non-reactive maintenance tasks, including graduation and exam events, delivery of soft services into the zonal teams and planning logistics workflows
4. Analyse and produce reports to senior managers that define customer service standards and any gaps that need to be closed. This will take the form of monitoring SLAs and improving service efficiency and customer experience
5. Design, develop and implement an effective enquiry triage system for all enquiries and ensure other teams in Estates work in partnership with the Workplace Service Support Team.
6. Establish priorities and escalation points and ensure these are communicated, understood, and actioned by other teams in Estates as required
7. Design and ensure Service Desk customer service training and standards are in place for the team
8. Collaborate with colleagues to identify and implement improvements and drive a continuous improvement culture within the team to streamline processes and improve the customer experience.
9. To review the output of surveys on customer experience and ad hoc feedback and liaise with relevant colleagues to identify and deliver improvements to improve customer experience.
10. Identify and effectively manage key stakeholders and customers and establish regular meetings and visits to discuss request management performance and identify any gaps in the service.
11. Understanding the effect of works being carried out or planned on the customers operational requirements.
12. Collate and analyse information to track key customer outcomes and respond to any issues, preparing and delivering high-quality reports and presentations to highlight performance and any risks or concerns
13. Support and challenge the team to meet their potential and deliver training and coaching to ensure the team have the capability and confidence to succeed in their roles

Knowledge, Qualifications, Skills and Experience 

Knowledge/Qualification

Essential:
A1 Ability to demonstrate the competencies required to undertake the duties associated with this level of post having acquired the necessary knowledge and skills in a similar or number of different roles. Or: Scottish Credit and Qualification Framework level 9, (Ordinary Degree, Scottish Vocational Qualification level 4), or equivalent (including professional accreditation with relevant formal training), and experience of personal development in a similar or related role(s).
A2 Knowledge of the capabilities of Microsoft Office and Information Management systems in relation to documenting and presenting data in relation to Customer Service provision.
A3 Extensive knowledge of how to deliver a model of customer service excellence.

Desirable:
B1 Using a Computer Aided Facilities Management (CAFM) tool or Workplace information systems to manage workplace incident and enquiry management.
B2 Knowledge of the General Data Protection Regulations (GDPR) and the Data Protection Act (DPA), and their application in respect of the management, retention and use of records, information and data.

Skills

Essential
C1 Strong customer-facing and communication skills.  Ability to communicate effectively and to respond with understanding to customers' needs with sensitivity, tact and awareness of cultural diversity.  Possess communication skills o inform, help and advise customers clearly and to liaise effectively with other professionals.
C2 Excellent verbal, written and presentation skills.  Ability to explain information and procedures clearly and express yourself in well-articulated, easy-to-understand language.
C3 Effective listening, questioning and delegation skills to understand exactly what customers require and to refer them, if appropriate, to specialist colleagues.
C4 Excellent interpersonal skills to develop and maintain rapport with customers and effective working relationships with internal and external customers.
C5 Excellent leadership, teamworking and interpersonal skills.  Ability to encourage, develop and maintain co-operative relationships, demonstrating a team spirit in working to continually enhance services.  You will need to be able to motivate, inspire and generally lead the team as well as personally deal with internal and external customer enquiries where applicable.
C6 Creative thinker, able to produce new ideas to improve customer service standards and develop customer service policies.
C7 Ability to assess difficult and/or complex situations and use initiative and judgement to resolve issues independently and make informed decisions timeously and effectively.
C8 Highly competent in the use of a range of industry standard software packages including Microsoft Word, Excel, PowerPoint, Outlook, and Information Management reporting systems.

Experience

Essential:
E1 Proven track record of delivery and maintaining high levels of customer satisfaction in a complex environment
E2 Experience of working with the Microsoft Office suite of applications and of working with relevant customer service software applications.
E3 Experience of leading teams and supporting the development of and managing the performance of others.
E4 Demonstrable experience of using initiative and judgement to proactively resolve complex or difficult customer enquiries.
E5 Demonstrable experience of working effectively with multiple stakeholders and collaborating across organisational boundaries to achieve goals and objectives.

Desirable:
F1 Experience of working in the Higher Education sector.
F2 Experience in the development of guidance and support materials

Informal enquiries should be directed via email to David Harty [email protected]

Closing Date: 23:45 on Friday 26th April 2024

Terms and Conditions
Salary will be Grade 7, £39,347 - £44,263 per annum.

This post is full-time (35 hours per week, Monday- Friday) and open-ended (permanent).

As part of Team UofG you will be a member of a world changing, inclusive community, which values ambition, excellence, integrity and curiosity.

As a valued member of our team, you can expect:

1 A warm welcoming and engaging organisational culture, where your talents are developed and nurtured, and success is celebrated and shared.
2 An excellent employment package with generous terms and conditions including 41 days of leave for full time staff, pension , benefits and discount packages.
3 A flexible approach to working.
4 A commitment to support your health and wellbeing , including a free 6-month UofG Sport membership for all new staff joining the University  .

We believe that we can only reach our full potential through the talents of all. Equality, diversity and inclusion are at the heart of our values. Applications are particularly welcome from across our communities and in particular people from the Black, Asian and Minority Ethnic (BAME) community, and other protected characteristics who are under-represented within the University. Read more on how the University promotes and embeds all aspects of equality and diversity within our community here .

We endorse the principles of Athena Swan and hold bronze, silver and gold awards across the University.

We are investing in our organisation, and we will invest in you too. Please visit our website https://www.gla.ac.uk/explore/jobs/ for more information.