Head of Customer Support

Interviews are expected to be held 9 December 2024

This role will be based on the university campus, with scope for it to be undertaken in a hybrid manner.   We are also open to discussing flexible working arrangements.

Are you passionate about customer excellence? Are you committed to leading the delivery of an effective and efficient service in a large and complex organisation? Do you have experience of delivering both customer service excellence and continuous service improvement in a changing landscape? 

The University of Leeds is one of the top 80 universities in the world. We have a truly global community, with more than 39,000 students from 170 different countries and over 9,000 staff of 100 different nationalities. Established in 1904, we have a strong tradition of academic excellence, reflected in first-class student education, along with world-leading research that has a real impact around the globe.

You will be responsible for leading our first line, second line and customer success teams to deliver an effective Customer Support service to students, staff and researchers. Driving a culture of customer service excellence across your service area and more widely across IT Services, you will take a leading role in the continued development of our service offering, enabling a high performing culture of continuous service improvement and the implementation of the IT strategy. 

You will represent IT at a University level, and externally in both Higher Education and IT Sectors, collaborating with a wide range of stakeholders to articulate targets and strategies to support the University's strategic plan. 

This is a key leadership role within the IT Service and is expected to work pro-actively with considerable autonomy, setting vision and driving engagement with that vision.

What we offer in return:

• 26 days holiday plus 16 Bank Holidays/days that the University is closed by custom (including Christmas) – that’s 42 days a year!
• Generous pension scheme options plus life assurance.
• Health and Wellbeing: Discounted staff membership options at The Edge, our state-of-the-art Campus gym, with a pool, sauna, climbing wall, cycle circuit, and sports halls.
• Personal Development: Access to courses run by our Organisational Development & Professional Learning team, and self-development courses including languages, Creative Writing, Wellbeing Therapies and much more.
• Access to on-site childcare, shopping discounts and travel schemes are also available.

And much more!  

To explore the post further or for any queries you may have, please contact:

Peter Halifax, Chief Technology Officer, Email: P.Halifax@leeds.ac.uk

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