Senior Customer Resolution Manager - 5460
Location
Cambridge, England, United Kingdom
Posted At
1/18/2025
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Please contact: hello@huntukvisasponsors.com
Description
Job Title: Senior Customer Resolution Manager
Salary: £43,800 - £58,500
Location: Cambridge, UK with some flexibility for hybrid working (minimum 2 days per week in the office)
Contract: Permanent/Full Time (35 hours per week)
The Senior Customer Resolution Manager is a pivotal role responsible for overseeing the resolution of escalated customer issues and complaints, ensuring excellent service delivery, and driving customer satisfaction. This role involves managing a team, implementing process improvements, and bridging the gap between customers and internal departments. The ideal candidate combines excellent problem-solving skills with a strategic mindset to enhance the overall customer experience.
Are you ready to make a difference? We have an opportunity to join a small team of dedicated experts, where you will be at the forefront of enhancing customer satisfaction, putting our customers at the heart of what we do and who we are.
We are Cambridge University Press & Assessment, a world-leading academic publisher and assessment organisation and a proud part of the University of Cambridge.
About The Role
The Senior Customer Resolution Manager is a pivotal role responsible for overseeing the resolution of escalated customer issues and complaints, ensuring excellent service delivery, and driving customer satisfaction. This role involves managing a team, implementing process improvements, and bridging the gap between customers and internal departments.
You will act as the voice of the customer, demonstrating high levels of empathy and exceptional listening skills. Additionally, you will use data to influence and mindfully negotiate to improve customer experience outcomes, challenge the business, hold teams accountable for agreed outcomes, and conduct lessons learned reviews. The ideal candidate combines excellent problem-solving skills with a strategic mindset to enhance the overall customer experience.
Key Responsibilities:
If you want to be part of small but highly dedicated and motivated team, that strives for the right, fair outcome – both for the customer and the business – this is the role for you. You will need to be inquisitive and determined, with a strong moral compass, attention to detail and a desire to challenge things in a way that encourages others to buy into your point of view. You will have a natural passion for collaborating with others, something you will have ample opportunity to do in this unique team where you will engage with almost every team across the organisation, as well as various external stakeholders.
If you would like to know more about this opportunity and what will make you successful, please see the full job description attached to the bottom of this vacancy on our careers site.
Rewards And Benefits
We will support you to be at your best in work and to live well outside of it. In addition to competitive salaries, we offer a world-class, flexible rewards package, featuring family-friendly and planet-friendly benefits including:
Ready to pursue your potential? Apply now.
We review applications on an ongoing basis, with a closing date for all applications being Sunday 2nd February 2025 although we may close it earlier if suitable candidates are identified. Interviews will be scheduled to take place on soon after the closing date.
Please note that successful applicants will be subject to satisfactory background checks including DBS due to working in a regulated industry.
Cambridge University Press & Assessment is an approved UK employer for the sponsorship of eligible roles and applicants under the Skilled Worker visa route. Please refer to the gov.uk website for guidance to understand your own eligibility based on the role you are applying for.
Why join us
Joining us is your opportunity to pursue potential. You'll belong to a collaborative team that's exploring new and better ways to serve students, teachers and researchers across the globe – for the benefit of individuals, society and the world. Sharing our mission will inspire your own growth, development and progress, in an environment which embraces difference, change and aspiration.
Cambridge University Press & Assessment is committed to being a place where anyone can enjoy a successful career, where it's safe to speak up, and where we learn continuously to improve together. We welcome applications from all candidates, regardless of demographic characteristics (age, disability, educational attainment, ethnicity, gender, marital status, neurodiversity, religion, sex, gender identity and sexual identity), cultural, or social class/background.
We believe better outcomes come through diversity of thought, background and approach. We welcome applications from people from all backgrounds and communities, actively seeking to employ people from a wide range of different communities.
Salary: £43,800 - £58,500
Location: Cambridge, UK with some flexibility for hybrid working (minimum 2 days per week in the office)
Contract: Permanent/Full Time (35 hours per week)
The Senior Customer Resolution Manager is a pivotal role responsible for overseeing the resolution of escalated customer issues and complaints, ensuring excellent service delivery, and driving customer satisfaction. This role involves managing a team, implementing process improvements, and bridging the gap between customers and internal departments. The ideal candidate combines excellent problem-solving skills with a strategic mindset to enhance the overall customer experience.
Are you ready to make a difference? We have an opportunity to join a small team of dedicated experts, where you will be at the forefront of enhancing customer satisfaction, putting our customers at the heart of what we do and who we are.
We are Cambridge University Press & Assessment, a world-leading academic publisher and assessment organisation and a proud part of the University of Cambridge.
About The Role
The Senior Customer Resolution Manager is a pivotal role responsible for overseeing the resolution of escalated customer issues and complaints, ensuring excellent service delivery, and driving customer satisfaction. This role involves managing a team, implementing process improvements, and bridging the gap between customers and internal departments.
You will act as the voice of the customer, demonstrating high levels of empathy and exceptional listening skills. Additionally, you will use data to influence and mindfully negotiate to improve customer experience outcomes, challenge the business, hold teams accountable for agreed outcomes, and conduct lessons learned reviews. The ideal candidate combines excellent problem-solving skills with a strategic mindset to enhance the overall customer experience.
Key Responsibilities:
- Lead, coach, and mentor a small team of direct reports across Cambridge and Manila offices, ensuring team wellbeing and needs are met.
- Handle recruitment and all other managerial responsibilities.
- Support the team in core areas such as Complaints, Freedom of Information, Subject Access Requests, business escalations, and Risk Management.
- Adapt to constantly evolving environments with new approaches and processes.
- Analyse customer feedback and resolution trends to identify opportunities for process and policy improvements.
- Partner with the Quality team to ensure adherence to business values, KPIs, and SLAs.
- Use data-driven approaches to measure customer satisfaction and identify root causes of common issues.
- Engage with internal and external stakeholders to continually drive and improve customer experience.
- Develop and deliver training programs to upskill colleagues across the organisation on conflict resolution and information request best practices.
If you want to be part of small but highly dedicated and motivated team, that strives for the right, fair outcome – both for the customer and the business – this is the role for you. You will need to be inquisitive and determined, with a strong moral compass, attention to detail and a desire to challenge things in a way that encourages others to buy into your point of view. You will have a natural passion for collaborating with others, something you will have ample opportunity to do in this unique team where you will engage with almost every team across the organisation, as well as various external stakeholders.
If you would like to know more about this opportunity and what will make you successful, please see the full job description attached to the bottom of this vacancy on our careers site.
Rewards And Benefits
We will support you to be at your best in work and to live well outside of it. In addition to competitive salaries, we offer a world-class, flexible rewards package, featuring family-friendly and planet-friendly benefits including:
- 28 days annual leave plus bank holidays
- Private medical and Permanent Health Insurance
- Discretionary annual bonus
- Group personal pension scheme
- Life assurance up to 4 x annual salary
- Green travel schemes
Ready to pursue your potential? Apply now.
We review applications on an ongoing basis, with a closing date for all applications being Sunday 2nd February 2025 although we may close it earlier if suitable candidates are identified. Interviews will be scheduled to take place on soon after the closing date.
Please note that successful applicants will be subject to satisfactory background checks including DBS due to working in a regulated industry.
Cambridge University Press & Assessment is an approved UK employer for the sponsorship of eligible roles and applicants under the Skilled Worker visa route. Please refer to the gov.uk website for guidance to understand your own eligibility based on the role you are applying for.
Why join us
Joining us is your opportunity to pursue potential. You'll belong to a collaborative team that's exploring new and better ways to serve students, teachers and researchers across the globe – for the benefit of individuals, society and the world. Sharing our mission will inspire your own growth, development and progress, in an environment which embraces difference, change and aspiration.
Cambridge University Press & Assessment is committed to being a place where anyone can enjoy a successful career, where it's safe to speak up, and where we learn continuously to improve together. We welcome applications from all candidates, regardless of demographic characteristics (age, disability, educational attainment, ethnicity, gender, marital status, neurodiversity, religion, sex, gender identity and sexual identity), cultural, or social class/background.
We believe better outcomes come through diversity of thought, background and approach. We welcome applications from people from all backgrounds and communities, actively seeking to employ people from a wide range of different communities.
Advertise with us.
Please contact: hello@huntukvisasponsors.com
Please contact: hello@huntukvisasponsors.com
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