Company Description

Hiring Manager: Tracey Costley

Recruiter: Lauren James

Location: Colindale, North London/ Farringdon, Central London with hybrid working

Earliest closing date: 17th April

Click here for support on your internal application.

Hello UW team member!

Developing your career at UW is something we feel passionately about so we’re delighted that you’re exploring opportunities across the business.

If you’re interested in the below role, please ensure you’ve reviewed our internal application criteria and spoken to your line manager.

Please note we require you to meet the qualification/experience requirements below to be considered for this role.

We put people first. It’s all about you..

To be a great fit for this role, you’ll need a genuine passion for customer experience and a knack for seeing how digital tools can make interactions better. We are looking for a digitally savvy leader who can build trust and alignment even when things feel a bit ambiguous

Minimum requirements

• You’re currently a Customer Service Manager
• You have experience working alongside technical and transformation teams.
• You have solid knowledge of customer satisfaction measures, service benchmarking, and digital tools.

We work together. Your team and the people you will work with…

You’ll report directly to the Customer Service Director, with a dotted line to the Head of Operations Strategy and Support. You’ll lead a dynamic, blended team. As a key operational partner, you’ll collaborate closely with Product, Technology, and Data functions to ensure our digital solutions are validated and ready to work at scale.

We deliver progress. What you’ll do and how you will make an impact.

In this role, you’ll be the champion for a digital-first mindset within Customer Services. You will establish and lead an operational incubation team to test and prove new tools and processes in a live environment before they go wide.

Your main responsibilities:

• Identify opportunities for scalable digital adoption across the wider Operations teams.
• Drive channel shift and improve customer outcomes by embedding new digital behaviours and ways of working.
• Lead a blended team, ensuring voice and digital channels are perfectly aligned.
• Track success metrics across customer and colleague outcomes, focusing on productivity and cost-to-serve.
• Inform future operating models by identifying upskilling needs and capacity requirements in an AI-enabled environment.

What’s next?

Earliest closing date: 17th April

Here is an overview of the internal recruitment process so you know what to expect.

Please note, there is the possibility to be either rejected or progressed at each stage; the below flow assumes you have been successful at every touchpoint.

1. You submit your application
2. The Recruiter assess your application against the minimum requirements
3. The Recruiter will have a chat with your current line manager about your:
4. Suitability for role
5. Job performance
6. Absence statistics
7. Behaviour and Conduct
8. The Recruiter will book in a video call with you to discuss your application and suitability
9. You will attend an interview with the Hiring Manager
10. The Recruiter will inform you of the outcome

Additional Information

Not sure you meet all the requirements? Let us decide! Research shows that women and members of other underrepresented groups tend not to apply for jobs if they think they may not meet every qualification, when in fact they often do.

We provide equal opportunities, a diverse and inclusive work environment, and fairness for everyone. You are welcome to apply no matter your age, disability, gender, marriage or civil partnership status, pregnancy and maternity status, race, religion or belief, or sexual orientation. Please don’t be afraid to ask about what we can do to support your needs. All requests will be carefully and fairly considered.

Please note, if you are successful and offered a role at UW, you will be subject to a background check. Where checks are unsatisfactory or incomplete and/or a failure to reveal information relating to convictions that you are required to identify as part of the background checks, could lead to withdrawal of an offer of employment.