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Online Services Manager

Change Recruitment Jobs


Posted by: Change Recruitment
View all jobs from Change Recruitment
Address: Finlay House
10-14 West Nile Street
Glasgow
Contact Details: 0141 226 1220
Date Posted 8th Aug 2008
Reference Code: 43877
View Since Posting: 282
Salary: £40,000 - £50,000
Vacancy Location: Glasgow
Full Description:
The Online Services team form part of our client' s overall Customer Contact Operations and take the lead on the design and management of their websites. They ensure that they provide support, advice and guidance on student finance to those considering or taking part in higher education.

As the manager of Online Services, you will work with the Senior Management team to develop the online service provision to maximise customer service and drive operational efficiencies.

The key challenge of the role is to make the online services the channel of choice for customers by managing the effectiveness and responsiveness of the online service provision, ensuring it forms an effective and cohesive part of the Customer Contact Operations providing timely and accurate support and information to customers in a supportive and helpful manner.

Experience required
Management experience of online service delivery for a substantial (one million plus) customer base in a diverse product environment;
Excellent interpersonal and communication skills with the ability to motivate and develop staff at all levels and engage with senior stakeholders across government;
An understanding of the capabilities of online services and how they can best be exploited to provide improved customer service and efficiency benefits is a multi-channel environment;
Knowledge of the UK student finance environment and the HE sector - desirable;
Demonstrate evidence of success in driving and supporting change resulting in recognised improvements to efficiency, service and customer satisfaction.person specification


Change Recruitment Group operates as a Recruitment Agency in providing permanent or contract job-seeking services and as a Recruitment Business in providing temporary job-seeking services.