Service Desk Lead: Customer Experience & Standards

City St George's, University of London; Greater London; On-site; GBP 33,000 - 42,000; Full time

Benefits offered by this job

Sector-leading salary

Pension scheme

Staff training and development

Job summary

City St George’s, University of London invites applications for a Supervisory role within the Estates, Environment and Facilities team. The role focuses on developing and implementing customer service standards for the Service Desk, and supervising a small unit to deliver reliable support.

You will contribute to effective feedback and complaint mechanisms, identify emerging issues, and apply your communication expertise to engage with customers across the university's facilities and estates

Qualifications

• Experience in a fast-paced environment, preferably within estates or facilities.
• Understanding of estates operations in higher education or health care would be desirable but not essential.
• Experience developing processes to improve communication and engagement.
• Ability to line‑manage a small team and supervise a service desk.
• Skilled communicator with excellent interpersonal skills.

Responsibilities

• Develop and implement customer service and communication standards to centre customer needs.
• Develop communication standards and processes.
• Manage effective feedback and complaints mechanisms.
• Identify trends or emerging issues before they escalate into significant concerns.
• Supervise a small unit and day‑to‑day management of the Service Desk software.

Skills

Customer service

Communication

Team leadership

Problem solving

Job description

City St George’s, University of London invites applications for a Supervisory role within the Estates, Environment and Facilities team. The role focuses on developing and implementing customer service standards for the Service Desk, and supervising a small unit to deliver reliable support.

You will contribute to effective feedback and complaint mechanisms, identify emerging issues, and apply your communication expertise to engage with customers across the university's facilities and estates