Service & Engagement – Senior Manager
International Baccalaureate Organization
Cardiff
6d ago

Job Purpose :

We are currently seeking a senior manager of service and engagement. The role is responsible for managing the day to day customer service function through a globally dispersed team.

This role will ensure we provide world class customer experiences to our community and continually improve our service through data driven initiatives.

We believe in providing world class support to our community through the provision of effective, fast, professional and friendly services.

We also understand the importance of employee engagement and ensuring all staff have the right support, training and tools to be successful in their roles.

Job Duties :

Manage a globally dispersed team including three managers

Production of regular reports to the IBWS department

Build levels of staff engagement and ambassadorship

Ensuring high quality and consistent customer service provision

Aligning the service approach both within and outside the department

Managing global coverage and training needs

Dealing with critical incidents relating to assessment

Assess and continually improve services based on our insight data

Maintain and improve adherence to customer service KPI’s

Continuous improvement of the service and process

Oversee our new customer engagement approach

Oversee the implementation of our QA and business intelligence processes

Oversee our enterprise service provision

Job Requirements :

First degree or equivalent experience

In depth experience of Salesforce Service Cloud

In-depth experience of customer service best practice and principles

Understanding of continuous improvement methodologies such as Six Sigma

Experience in managing and leading teams for operational efficiency

Experience of data reporting, analysis and systems such as power BI and Salesforce

Experience in improving employee experience & engagement

Experience in remote management and leadership

Excellent problem-solving skills and a proven ability to use own initiative

Excellent communication skills at all levels and in a global development environment, with a high standard of written and spoken English

Desirable :

Advanced customer service certification

Customer experience certification

Six sigma green belt or above

Deep understanding of customer experience principles and practices

A second language (French or Spanish preferred)

Knowledge of the IB, IB Programmes or being an IB Alumni is a plus

Applications will be accepted until the 15th December 2019.

  • The International Baccalaureate is an Equal Employment Opportunity (EEO) employer*
  • This job is offered on local terms and conditions *
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