Senior Customer Support Manager

Job Description

What its aboutThis is a fantastic role at the forefront of customer support for OCR. Working with a great team, you will maintain our market leading support and guidance to centres and shape the provision of delivering face to face and online support for schools, collegesand academies. This is a great role for someone with a passion for putting the customer at the heart of everything we do.OCR (Oxford Cambridge and RSA Examinations) is a leading UK exam board, dedicated to recognising achievement in learners of all ages and from all backgrounds. The range of qualifications from OCR is wide and varied and there are choices for learners of allages, abilities and needs. Over 13,000 schools, colleges, workplaces and other institutions use our A Levels, GCSEs and vocational qualifications.What you will be doing

• Build and manage OCRs customer networks, including setting up and running network meetings for prioritised customers.
• Delivering presentations to various teams within the business to provide full customer and market feedback.
• Supporting Exams Officers in all aspects of the assessment cycle throughout all exam seasons (entries - exams - results). Delegating out support when necessary.
• Key contact representing OCR when liaising with The Exams Office and other exams officer led organisations.
• Creation, implementation and management of the Customer Support Management strategy with view to secure high customer retention, new business and campaign execution targets.
• Coordination of subject expert training as required to each centre from initial identification through to bringing in relevant subject expert to deliver.
• Intervening and directly resolving any issues which arise with centres concerning the admin/delivery of exams or qualifications. Where necessary, involving other teams and on-site operational support to retain customer satisfaction.
• Main point of escalation for Customer Support Managers who are unable to resolve customer issues. Resolving the customer complaint and analysing the root cause in order to implement a strategy to resolve underlying process issues.
• Management of own workload and diary autonomously, prioritising customer visits and virtual service to meet customer satisfaction targets.
• Representing the customer viewpoints on all opportunity whilst organising relevant direct customer involvement in OCR developmental projects such as implementation of new administrative tools to deliver qualifications.
• Designing and creating new support services tailored to representative group of customers, giving OCR the competitive edge, without fundamental system or process changes.
• Communicating new support services to Customer Service Managers in relevant regional business units.
• Managing requests for customer support service enhancements/developments that require additional budgetary allocations.
• Escalations of customer complaints that have an identified high risk attached to them. High level of judgement on the acceptable level of risk to analyse when best to deliver a bespoke solution to sustain income from large and complex accounts, or whenrequired to influence customers to adopt a standardised way of working.
• Implementation of customer support targets, priorities and activity plans to ensure delivery of consistent, high value service to customers, meeting customer satisfaction and revenue targets.
• Management of customer portfolio to meet specific regional targets whilst collaboratively working with the Head of Customer Support and Strategic Account Managers, ensuring customer support is aligned to lead generation and business development strategies.
• Identifying the correct point to deliver face to face support services to improve customer retention and reduce customer loss due to dissatisfaction.

What will make you successfulQualifications

• High level educational achievement with a recognised business qualification OR equivalent practical experience.

• Skills
• Team management and influence including coaching and development.
• Creation and presentation of business strategies.
• Reporting - delivering timely, relevant, accurate management information.
• Analysis of data to make fact-based decisions.
• Intermediate to advanced Microsoft skills.

Experience

• Management of a field-based team whilst providing customer-related services.
• Customer account management within a service industry (ideally education).
• Proven successful track record in management of customer relationships.

Behaviours

• Positive attitude to dealing with people.
• Internal and external team player and networker.
• Creative in developing customer solutions and strategies.
• High levels of self-motivation, resilience and tenacity.

BenefitsIn addition to a competitive salary, we offer a comprehensive package of benefits to help with your life both inside and outside of work:

• Generous contributory pension.
• 28 days annual leave, plus bank holidays.
• Annual performance related bonus and increases (discretionary)
• Employee discount and cash back scheme at 2,500 retailers.
• Cycle scheme.
• Season Ticket Loan.
• Subsidised staff restaurants.
• Support for professional qualifications.
• Discounted access to the University of Cambridge Sport Centre, along with various other local gyms.

Work/life balance is important to us at Cambridge Assessment and we offer our colleagues a range of flexible working options according to the needs of the business and the individual, so please let us know of any flexible working requirements when applyingand we can see how we can support you.The closing date for receipt of applications is 18 Julyand interviews will be held in the week commencing 26 July.CAMBRIDGE ASSESSMENT IS AN EQUAL OPPORTUNITIES EMPLOYER