Salary: Circa £35,000 per annum negotiable depending on experience + fantastic benefits
Jisc grade: CSS3 (internal use only)
Hours: 35 hours per week
Contract: Permanent
Location: Hybrid - A blend of working from home and your nominated hub office, we have hubs in London, Bristol, Manchester and Oxford. Specific patterns for working in the office are not mandated, and the frequency of time worked in the office is agreed with your manager. Meeting in person is something we value so you may need to travel on occasion to any of our hub offices.
About Jisc:
Jisc is the UK digital, data and technology agency focused on tertiary education, research, and innovation. We are a not-for-profit organisation with a big ambition to improve lives through education and research by providing hardware, software, and networking solutions. Our talented people bring their own unique skills and experience to empower our members and customers with the technology they need to succeed. Take your next career step with us and you can make a real difference to the education and research sectors.
About the team:
Data analytics provides data-related products and services to customers. A key part of the Jisc strategy, we innovate to deliver the right data and analytics solutions for our customers’ needs, turning data into insights and increasing data, digital and analytical capability.
The customer success team’s key focus is to ensure our customers use our products and services successfully, that we generate tangible value for students, staff, HE and FE providers, and businesses. We want customers to be at the heart of what we do and ensure they are represented in all aspects of our work.
About the role:
This is an exciting new role in the customer success team within data analytics.
Our service managers will be principally concerned with the delivery and ongoing support of services, overseeing their operation and delivery and ensuring that they meet quality standards and customer expectations. Including being involved in service design, implementation, and ongoing improvement which require close liaison with the product manager and product owner.
Service managers make decisions related to service level management, incident management, and continual improvement of service delivery. They collaborate with various teams to ensure the effective delivery of services. Managing: capacity and performance, service requests, incidents, problems and change.
Responsibilities will include:
• Ensure that service delivery meets agreed service levels, agreeing service levels internally and with customers.
• Diagnose service delivery problems and initiates actions to maintain or improve levels of service.
• Establish and maintain operational methods, procedures and facilities in alignment with customer experience guidelines and reviews them regularly for effectiveness and efficiency.
• Ensure that appropriate action is taken to anticipate, investigate and resolve problems in systems and services. Coordinates the implementation of agreed remedies and preventative measures. Analyses patterns and trends.
• Ensure that incidents are handled according to agreed procedures. Working with the Technical success manager to seek resolutions, document and keeps customers informed. Analyses causes of incidents and informs product owners/managers in order to minimise probability of recurrence and contribute to service improvement.
• Monitor service delivery performance metrics and liaises with product managers and customers to ensure that service level agreements are not breached without the stakeholders being given the opportunity of planning for a deterioration in service.
Key Skills and Experience:
• Top performer in a customer management/leadership role within a service role in a technical or digital environment.
• Ability to analyse technical information and identify issues and trends.
• Ability to influence at a strategic level.
• Experience of presenting complex information in a professional environment to both colleagues and customers, with the ability to tailor technical updates to non-technical audiences.
• Experience of harnessing customer data to create meaningful insights to support business growth and increase retention and CSAT.
• Experience of process reengineering to drive up customer experience/efficiencies.
Don’t meet every single requirement?
We know that sometimes people can be put off applying for a job if they think they can’t tick every box, so we encourage you to apply even if you do not meet 100% of the requirements, but you feel this role is perfect for you. You may be just the right candidate for this or other roles!
Why work for us?
At Jisc, everyone plays a key role and gets the chance to feel part of it, that to us is the definition of a meaningful career. We want to create a culture of lifelong learning. You can look forward to a rewarding job with opportunities to develop and make a real difference to the education and research sectors.
We believe a balance between your personal and professional life is essential to your happiness and fulfilment. We work flexibly at Jisc and focus on outputs rather than presenteeism and are open to a whole range of ways of working.
It isn’t about how many hours you spend at home or at work; it’s about the flow you establish that brings energy to both parts of your life. Our hybrid working policy is flexible, and the frequency of time spent in your nominated office will vary across teams and job roles.
Take a look at our fantastic benefits! We offer:
• Flexible work pattern, which can adapt to suit your schedules and personal commitments
• 31 days annual leave (plus bank holidays) that includes an additional three closure days over Christmas plus the opportunity to buy up to an additional 5 days
• Generous flexible pension schemes
• Protection benefit – life cover
• Annual Jisc performance award
• A range of wellbeing lifestyle benefits including company paid health care cash plan, employee assistance programme, mental health first aiders and support
• A generous budget to support you with external learning and continuous professional development
• Allocated allowance of up to £250 to equip your home office
• Financial well-being support including access to preferential loan and savings plans, mortgage advice, will writing tools and support and resources to help you make the most of your money
• The opportunity to donate to charity tax-free with our Payroll Giving benefit
• Electric Car Lease Scheme and option to purchase SmartTech – spreading the cost of your everyday white goods and technology
• A wide range of discounts from retailers and big-name high-street stores and CSSC membership
• Family friendly policies including enhanced parental, maternity and paternity leave and opportunity for career breaks
• Support your volunteering with up to 3 days volunteer leave
• Cycle to work scheme and eye care scheme including free eye test vouchers and £70 towards new glasses for VDU use
• Free flu vaccinations
• Employee recognition awards and travel loans
• A company culture which supports and promotes personal learning and development, including access to thousands of courses on LinkedIn Learning
Equity, diversity and inclusion:
At Jisc, we don’t look for ‘sameness’, but to truly include people who can add unique perspectives and experiences to our culture, and we are working hard to achieve progressive change. ‘Always inclusive’ is one of our six guiding principles which actively encourages us to bring our whole authentic selves to work. We believe that our commitment to equity, diversity and inclusion is fundamental to our success.
Jisc believes our people make all the difference in cultivating an inclusive culture that welcomes ideas, encourages innovation, and values belonging. We work with passionate colleagues to strengthen knowledge and awareness, provide learning and development opportunities, and foster multiple employee networks which create a sense of community and influence our policies and practice.
We work hard to create an equitable experience for our candidates and workforce which embraces all aspects of their identity including race and ethnicity, religion and belief, sex, gender identity, sexual orientation, trans identities, age, class, disability, neurodivergence, or veteran status.
Application process:
We want you to showcase your talent throughout the recruitment process. Please let us know how we can best support you to do that; for example, if there are any reasonable adjustments we may be able to put in place. We will be happy to help you.
Just so you know, we review CVs as soon as we can and aim to provide an update on your application within 4 weeks of receiving it. However, you may hear from us a lot sooner, so please keep an eye out for our emails or calls!
If you are currently a Jisc employee, please apply through your Dayforce Employee profile.
Jisc has an active sponsor licence to recruit on a Skilled worker visa basis. Candidates wishing to apply who require sponsorship should determine the likelihood of obtaining a Certificate of Sponsorship for the role by assessing their circumstances against the relevant Home Office criteria. Jisc does not offer any financial re-imbursement towards the applicant costs, such as re-location, skilled worker visa and dependant costs or the immigration health charge.
No agencies please.
You will need to create an account and sign in to apply for a role
