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Customer and Technical Support Manager

Cheltenham

FTC until end of August 2014

Business Unit: Commercial - UCAS Progress

Salary: £26,000 to £31,000 (dependent on experience)

Overview:

UCAS Progress is a relatively new division of UCAS, established in 2010 supporting young people aged 15 and 16 in making their post-16 choices. This includes searching and applying to schools, academies, colleges and work-based learning providers. As part of the Support Team you will be playing a crucial role in supporting local authorities, providers, young people and parents, as they make this key transition. With a strong background in customer service and technical enquiries management, you will strive to deliver the highest standards of customer service.

Role purpose:

  • To ensure the provision of effective technical and customer support and the maintenance of services relating to products provided by UCAS Progress.
  • Develop, implement and maintain the UCAS Progress support desk and incident and problem management process and procedures.
  • To manage the Customer Support Team in the provision of UCAS Progress products and services, ensuring contractual obligations are achieved.
  • Develop and implement new systems, procedures and working practices to improve customer service efficiency.
  • Work directly with the UCAS IT development team to input, prioritise and deliver business as usual system developments.

Role responsibilities:

  • Management of the UCAS Progress Support Team and business as usual product development.
  • Line management of the customer support advisers, ensuring appropriate individual performance criteria are in place, monitored and supported. Through workload management, regular 1-2-1 and effective key performance indicator management. Experience in managing first and second line support customer and technical support teams is key.
  • Ensure customer support advisers work within the data management, process and compliance guidelines. Working with UCAS to ensure any changes to legislation or best practice procedures are implemented.
  • Lead the management of communication channel with customers including young people and their parents. This includes the use of social media, telephone and email support.
  • Ensuring all key performance indicators and service level agreements are in place, understood, managed and fulfilled for our customers.
  • Incident management / problem solving, from the issue being raised through to incident resolution. Key to this is ensuring that appropriate levels of escalation are implemented based on the nature / severity of the issue and that active communication is implemented at appropriate levels / stages as necessary.
  • Work collaboratively with the UCAS IT development team, ensuring that business as usual developments are appropriately scoped, assessed, prioritised, supported through development and communicated effectively to customers. A sound understanding and strong working background in Agile and SCRUM product development is key.
  • Lead the development and execution of annual cycle planning, ensuring resources are appropriately focused during the year to support customers with key annual processes and management. Including proactive planning of outbound calls / emails to maximise resources during peak contact periods.
  • To identify, monitor and implement improvements to the services provided by the UCAS Progress Support Team.
  • Take a proactive, positive and supportive approach to customer management ensuring the highest standards of customer service are delivered across the team.
  • Monthly reporting to the Head of Products and Services to provide metrics on contact levels, nature and trends, service level agreement fulfilment and support the Account Management team in profiling the customer's position within the process. This supports the UCAS Progress key driver to increase awareness and usage of our products and services.
  • Act as a key member of the UCAS Progress Team, ensuring that the wider team are aware of issues and proactively work across the unit to ensure activities to reduce no- and low-value calls are implemented.
  • Educated to degree level in a relevant discipline, ideally trained in ITIL to a minimum of foundation level. Strong time management, leadership and motivational skills are key.

    Non-financial authorities:

  • To prioritise, plan and manage the day-to-day workload of the UCAS Progress Support Team in line with business requirements and service level agreements.
  • To manage the business as usual product development backlog, ensuring with engagement from the business that developments are prioritised, developed and delivered.
  • To manage customer enquiries from initial concept to issue resolution, drawing on wider resources from across the business unit or organisation as needed to support customer management.
  • To understand, scope and develop product requirements ensuring high priority and high value business as usual developments are delivered.
  • To work with business units across UCAS ensuring customer requirements are fulfilled and contractual obligations are fulfilled.

Subject to Enhanced Disclosure and Barring Service (DBS) Clearing

To apply, please send your CV and a covering letter (clearly stating your salary expectations) to jobs@ucas.ac.uk

UCAS values diversity and is committed to equality of opportunity

UCAS does not discriminate on grounds of age, nationality, race, ethnic origin, religion, gender, sexual orientation or disability