At AQA, we’re committed to advancing education and we’re committed to our people. As the largest provider of academic qualifications in the UK, we mark over seven million GCSEs and A-levels each year and it’s our people who make this happen.

Customer Services Team Manager

Manchester

£29,000k – £33,000k

16 month Fixed Term Contract

Hybrid working

Do you understand Customer service technology and how it can help transform the customer experience?

Join and lead a brand-new “hypercare” customer services team that will focus on the implement of new technology and continuous improvement projects.

Our new “hypercare” customer services team will implement new technologies including Online Chat and testing a new telephony platform. Enabling our existing Customer services team to focus on business as usual and providing exceptional customer care over our busy summer period.

What will you do?

You will be pivotal to successfully managing and delivering new products and processes to customers. Supporting customers throughout.

You will work closely across all areas of the organisation providing insights, guidance and supporting improvement efforts to ensure our customers are kept front and centre in everything we do. With our Knowledge Manager, Insights Team and Customer Business readiness Manager you will have significant impact of the future direction of Customer Success within the organisation.

Whats in it for you?

• With 55% of our roles filled internally, this could be your next role and the one after!
• The support of the Senior Leadership Team to drive improvements to Customer experience.
• Build your own team.
• Access to a host of benefits to include 25 days annual leave plus Christmas off, a working pattern of Monday to Friday with your evenings free, Generous contributory pension, access to an onsite gym in our newly refurbished offices and onsite Yoga classes.

What you need to succeed?

• You will have worked in a seasonal workforce environment having introduced new ways of working into customer services team with knowledge of Live Chat systems.
• Drive performance through mentoring and coaching to nurture your teams performance and to ensure these new practices are given the focus they deserve.
• An inquisitive and curious nature to spot those existing and emerging trends.
• Customer front and centre approach.

What next?

Apply via our website including why this role and why now?

We are looking at holding Teams interviews week commencing 11th March for an April start.

Every application is responded to.

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Recruitment Agencies

We have a preferred supplier list (PSL) in place.

Unsolicited CVs will be treated as a gift. We will not be subject to or liable under your terms and conditions for agency fees.

Full Job Description

Summary

AQA is much more than just an awarding organisation, our purpose is to advance education by enabling teachers and students to realise their potential. Our purpose is the reason AQA exists - we're here to make a positive difference in the world by bringing out the best in teachers and students.

The Customer Services team works across all areas of the organisation providing insights, guidance and supporting improvement efforts to ensure our customers are kept front and centre in everything we do.

Joining the Customer Services team will provide you with the opportunity to support our customers at AQA and be part of the team that drives the organisation to make the necessary changes to improve the services and support we offer our customers that differentiate us as an awarding organisation.

Leading the new Hypercare Team within the Customer and Product directorate. . The role is pivotal to successfully managing and delivering new products and processes to customers. This role will help support customers to achieve their desired outcomes through the use of AQA’s technology products and services. This position requires a combination of leadership, line management, excellent technical and product knowledge skills alongside a desire to continually improve the services we offer our customers.Landscape: Reporting to the Customer Business Readiness Manager, you will work collaboratively with teams across AQA as a supportive partner to ensure the Hypercare Team provide industry leading first line support at every stage of the customer journey. This role requires a deep understanding of customer needs, and the ability to manage and support diverse products and processes.

The ideal candidate will have a passion for leading teams to deliver both reactive and proactive support to customers. Having a customer centric mindset, the role holder must also be able to work in an environment where ‘positive disruption’ is the norm, striving to improve the experience for the team and customers is a consistent aim. Challenging ‘why we do things the way we do’ will be one of the key principles and aim of the team.

Activities:

Work Closely with the Product Specialists to build strong stakeholder relationships across AQA.
Be prepared to assist customers and handle escalations with both standard and first line technical queries.
Be proactive and drive the team to contact customers with help and support when it’s needed. The post holder must also have a mindset of ‘Get to the Customer before they need to contact us’.
Work with Product Specialists, knowledge management and Line Managers to continually improve the team’s knowledge and quality of work.
Must be able to attend on-going product and process training as this will be a major part of the role. Learning and understanding all functions within the team will ensure a consistent service for customers.
Must have excellent data interpretation skills and a good understanding of how to apply them in a positive way.
Liaise closely with the product specialists to ensure the wider business understand both the progress and challenges that our customers are facing. The aim is to minimise the challenges customers face by constantly striving for perfection.
Be prepared to carry out ad-hoc requests at the discretion of their Line Manager.


To be successful in this role, you will need to know:
Be committed to putting customers at the heart of your thinking and decision making – A customer front and centre mindset is essential.
Be delivery focussed with a logical approach to problem solving and prioritisation of work.
Be passionate about customer outcomes and contributing to the environment for them to be delivered.
Have good relationship management skills that contribute to a positive and high achieving team ethic.
Have good analytical skills, with the ability to understand when and where customer queries need to be escalated for resolution.
Have excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and customers.
Have proven experience in a Customer Services Management role within a technology or educational services organization would be advantageous.