Manager, Customer Experience & Service Quality

Public Service Division; Aberdeen City; On-site; GBP 35,000 - 45,000; Full time

Job summary

Public Service Division is seeking an officer to manage customer service operations and public feedback. You will drive process improvements, centralise initiatives, and develop templates and training materials to enhance service delivery.

The role involves analysing feedback data, coordinating with divisions, and supporting senior management with priority queries, while organizing awards to recognise service excellence.

Qualifications

• 4 to 6 years' experience in customer service operations.

Responsibilities

• Oversee customer service operations and public feedback management.
• Analyse public feedback and coordinate responses with divisions.
• Drive and implement new customer service processes and centralisation.
• Develop templates and training materials for service delivery.
• Apply data analytics to feedback for trend and forecast insights.
• Lead customer service initiatives and align with organisational goals.
• Organise the HSA Outstanding Customer Service Awards and nominations.
• Manage nomination processes for other service awards.

Skills

Communication

Stakeholder mgmt

Project management

Data analytics

CS tech/AI tools

Team player

Job description

Public Service Division is seeking an officer to manage customer service operations and public feedback. You will drive process improvements, centralise initiatives, and develop templates and training materials to enhance service delivery.

The role involves analysing feedback data, coordinating with divisions, and supporting senior management with priority queries, while organizing awards to recognise service excellence.