One Desk HR Manager (ELIGIBLE FOR UCL INTERNAL CANDIDATES ONLY)

Overview

As One Desk Manager, you will lead the customer-facing team delivering first-line support to students, staff, suppliers and partners. You’ll use data and insights to drive improvements in performance and customer experience, ensuring high-quality, timely advice across calls, chats and tickets. You’ll coordinate resource planning, coaching, and quality monitoring to maintain standards in a busy, complex environment. This role sits at the heart of the PS Hub, shaping how we deliver efficient, student- and staff-focused service.

Pay / Benefits

• 41 days’ holiday
• Defined benefit CARE pension
• Cycle to work scheme
• On-site nursery and gym
• Relocation support
• Staff Support Service

Responsibilities

• Provide operational and people leadership to Team Leaders, Senior Advisors, Advisors and Assistants
• Monitor and improve performance against SLAs and KPIs using data and insights
• Oversee quality monitoring across calls, chats and tickets and coach for high standards
• Ensure appropriate resourcing and support for the team in a busy environment
• Collaborate with HR, Finance and Payroll systems and customer service technologies
• Drive continuous service improvements and improvements to the customer journey
• Promote timely, evidence-based decision-making and relationship-building across stakeholders

Key requirements

• Experienced people manager with a strong customer service focus
• Experience leading teams that provide high-quality advice in a busy, complex environment
• Good working knowledge of HR legislation and customer-focused practices
• Excellent interpersonal, communication and organisational skills
• Comfort with using data and KPIs to monitor trends and drive improvement
• Experience with HR, Finance and Payroll systems, and customer service technologies (ticketing and live chat)
• Experience in large, complex organisations is advantageous
• Desirable: customer service qualification or training and Lean Six Sigma or similar certification

• interpersonal skills
• communication
• organisational skills
• ticketing platforms
• live chat platforms
• HR/Finance/Payroll systems

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