Vacancy Details

Sue Hill

Customer Experience Manager

A research-led South Coast higher educational client has a requirement for a Customer Experience Manager to work on a Fixed Term 6-month contract within their Library services, reporting directly to the Associate Director.

Sue Hill Recruitment
Date Posted 10/07/18
Reference: JN -062018-25269

About the company

A research-led South Coast higher educational client has a requirement for a Customer Experience Manager to work on a Fixed Term 6-month contract within their Library services, reporting directly to the Associate Director.

What you'll be doing

The post holder will be responsible for the development and delivery of excellent, responsive, consistent and timely customer experience through first line user support and services to all users of the Library (staff, students, external members and visitors).

A key part of this role will be to develop and lead the management team to engender a customer centric culture in order to develop service standards which will support and enrich the individual customer experience.

Other key projects will include the roll out of the customer engagement strategy whereby you will implement and evaluate satisfaction data against KPIs and manage relationships to provide integrated support. This includes input to joint development of support delivered in partnership with other Professional Services departments.

Key Accountabilities
- Lead the development and delivery of a responsive customer experience through customer focussed user services and support, directing a range of high quality innovative and accessible services which meet the needs of a global and mobile University community together with excellent and responsive face to face and virtual support.
- Lead the teams (3 Team Leaders), supporting engagement and development of the team leaders and their teams.
- Be accountable for the performance of Library user support and services and, benchmarking lead on the development of agreed quality standards such as Customer Services Excellence; ensuring that delivery meets agreed KPIs, responding to feedback and measuring success using satisfaction data, such as NSS, iBarometer and other measures. Provide this expertise to other Library sites and services to work collaboratively on a joined-up customer experience.
- Plan and deliver the deployment of financial and staff resources in order to maintain a responsive service whilst ensuring that Library user support delivery is efficient and effective.
- Identify, develop and direct the professional and personal development of team members and broader groups involved in support of Library delivery to diverse users and to meet the strategic objectives of the service area.
- Champion the areas of activity, developing communication plans, publicity and marketing to promote and explain the vision and values which underpin development of support and services, developing recognised expertise in the area of work in collaboration with other staff in the Students, Education and Skills Division.
- Participate in the development and management of the Library buildings and environment, to ensure an appropriate and safe learning and working environment for staff and students, including management of risks.
- As a member of Policy and Strategy Group (Library Senior Management Group), contribute to the overall strategic development of Library Services.
- Participate in professional and academic bodies and networks representing the Library externally, particularly in the development of customer service and user support structures and approaches.

Why you’ll be hired

People skills required

- Show personal commitment to the values of the service: excellence, creativity, community and integrity
- Fulfil the responsibilities for employees and managers set out in the Health & Safety policies and procedures
- Demonstrate commitment to the continuing personal development for self and for the individuals managed
- Demonstrate commitment to equality & diversity
- Work collaboratively with staff
- Ability to manage complexities of multiple stakeholders

Why you'll be hired

- Able to demonstrate Management experience in a service-orientated organisation
- Experience in change management would be ideal
- Experienced in the roll out of a customer experience strategy would be ideal
- Understanding the use of technology when communicating and delivering services and support and in tracking and monitoring performance
- Able to demonstrate experience of Project Management whilst working on large projects
- An effective leader who is able to motivate, engage and improve the performance of others
- Able to evaluate service performance and deliver any improvements
- A problem solver who thinks outside of the box
- Able to manage and resolve difficult situations with users and stakeholders
- Able to strategise and implement objectives
- Passionate about the provision of the customer experience to all who use the Library

Why you should apply

This is a fantastic opportunity to sit within a leadership team and be involved in the ever-changing development and delivery of services within this exciting and evolving Higher Education environment.
This role is paying a very competitive salary of £37,500 - £42,000 pro-rata
If you are interested in learning more: Please call Daniel Rose on 020 7378 5459 or email

Sue Hill Recruitment and TFPL Limited are part of the Progility Group