Job Description

About the Role:

The Head of Campus Services will lead the provision of comprehensive front-of-house campus and learner services support across multiple campuses. This role involves managing a team of multi-skilled staff and working closely with the Interim Executive Director of Campus Operations to ensure a quality, friendly, and customer-focused service

Further Information:

Staff employed at Coleg y Cymoedd will have responsibility for the safeguarding and for the promoting the welfare of learner.
Undertake such other duties as may be reasonably required by the College, either at your principal place of work or other College premises, commensurate with the grade and responsibilities of the role.

It is recognised that duties and responsibilities of all posts may change from time to time and job descriptions may be amended in consultation with the post holder to reflect those changes which are commensurate with the role.

Application Guidance:

In line with the College's Recruitment Policy, we will use the Person Specification to shortlist candidates. You should evidence how you have met all the Essential Criteria and, where applicable the Desirable Criteria outlined in the Person Specification. You should supply written evidence on how you fulfil each of the Essential Criteria (and if met, Desirable). You should outline in your 'Further Information' section evidence of how you meet the criteria in the same order in which they appear on the Person Specification.

Please note, Coleg y Cymoedd reserves the right to close this vacancy early should sufficient application be received.

Contact:

If you have any questions about the role or for an informal conversation, please contact people@cymoedd.ac.uk

All applications should be returned by Midday on the date of closing. Any applications received after this time may not be considered.

Job Summary

We are seeking a dynamic and experienced Head of Customer Service to lead our customer service team. This pivotal role involves developing and implementing customer service strategies that enhance customer satisfaction and loyalty. The ideal candidate will possess strong communication skills, the ability to educate and present effectively, and experience with Adobe Captivate for training purposes. As the Head of Customer Service, you will be responsible for fostering a customer-centric culture within the organisation.

Duties

Develop and implement comprehensive customer service policies and procedures to ensure a high standard of service delivery. Lead, mentor, and motivate the customer service team to achieve performance targets and enhance team capabilities. Analyse customer feedback and service metrics to identify areas for improvement and implement appropriate changes. Educate team members on best practices in customer service, utilising tools such as Adobe Captivate for training sessions. Present findings and recommendations to senior management regarding customer service initiatives and performance. Collaborate with other departments to ensure a seamless customer experience across all touchpoints. Stay updated on industry trends and best practices in customer service to maintain competitive advantage.

Requirements

Proven experience in a senior customer service role, preferably within a fast-paced environment. Exceptional communication skills with the ability to educate and present information clearly. Proficiency in using Adobe Captivate or similar software for creating training materials. Strong analytical skills with the ability to interpret data and make informed decisions. A proactive approach to problem-solving with excellent organisational skills. Ability to work collaboratively within a team while also demonstrating leadership qualities. A passion for delivering outstanding customer experiences.
If you are an enthusiastic leader with a commitment to excellence in customer service, we invite you to apply for this exciting opportunity.

Job Types: Full-time, Permanent

Pay: 47,301.00-51,537.00 per year

Schedule:

Monday to Friday
Work Location: In person