Service Desk Manager (Customer Service)

The University of Glasgow has been changing the world for more than 570 years, and today we are one of the world's top 100 universities. We are delighted to have recently been awarded Scottish University of the Year by the Times & Sunday Times Good University Guide 2024. 

Our people have always been at the forefront of innovation, and our past achievements inspire our current world changers.

Our Estates Directorate are entrusted with overseeing the management of the University’s historic estate, ensuring it’s legacy is conserved, and our facilities and spaces inspire our future world changers. The Estates Service Desk support with the management of maintenance requests involving facilities and buildings across our Gilmorehill and Garscube campuses, and a new and exciting opportunity has arisen for a Service Desk Manager to lead this team.

About the role

The Service Desk Manager will oversee the Estates Service Desk team, ensuring that all enquiries and requests are managed in a timely fashion through appropriate workflows, and that an outstanding customer experience is delivered, with the end user updated on the status and outcome of their request through to resolution.

You will manage a team of circa 5 staff who will plan and schedule reactive and non-reactive maintenance tasks, including graduation and exam events, delivery of soft services into the zonal teams and planning logistics workflows. You’ll ensure that these tasks are routed to the correct team (e.g. external contractors or internal operations), and the job management system is monitored and updated on a continuous basis.

Customer Service is a key feature of this role. You will design Service Desk customer service training for your team, ensuring that standards are upheld. You will also regularly review the output of customer experience surveys, identifying and delivering on improvements to improve the Service Desk. You will have regular contact with key stakeholders and customers to discuss performance and gaps in service, collating and preparing reports to track key customer outcomes and service efficiency, and highlighting successes and concerns.

About you

With a proven track of delivery and maintaining high levels of customer satisfaction in a complex environment, you will also have previous experience of leading teams and supporting with the development and performance of others.

Fundamental to your success in this role will be your customer service and interpersonal skills, with the ability to develop and maintain rapport with customers and build relationships effective working relationships with internal and external customers and stakeholders.

You will be a strong communicator, with the ability to respond to customers’ needs with sensitivity, tact and diplomacy, as well as the ability to present information clearly in relation to customer service provision.

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

To apply online, please visit: my.corehr.com/pls/uogrecruit/erq_jobspec_version_4.jobspec?p_id=136532

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

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.

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

Advert information