As One Desk Manager, you will provide operational and people leadership to Team Leaders, Senior Advisors, Advisors and Assistants, ensuring the team is well supported, appropriately resourced and equipped to deliver an exceptional customer experience. You will be responsible for monitoring and improving performance against agreed SLAs and KPIs, using data and customer insight to identify opportunities for improvement. You will oversee quality monitoring across calls, chats and tickets, providing coaching and feedback to support high standards of service.
We are looking for an experienced people manager with a strong customer service focus and the ability to lead teams in a busy, complex environment. You will have experience managing a team that provides high-quality advice and guidance, alongside a good working knowledge of HR legislation and customer-focused practices. You will bring excellent interpersonal, communication and organisational skills, with the ability to prioritise competing demands while maintaining accuracy and service quality. You will be confident using data and KPIs to monitor performance, identify trends and drive continuous improvement. You will also have experience working with HR, Finance and Payroll systems, as well as customer service technologies such as ticketing and live chat platforms. Experience within a large, complex organisation would be advantageous. Above all, you will take pride in delivering an excellent service, sharing knowledge and experience, building strong relationships and making timely, evidence-based decisions.
The Professional Services (PS) Hub brings together key customer-facing and transactional services across HR, Finance, IT and Business Operations, with a strong focus on delivering high-quality, efficient services and an excellent customer experience. Within the Hub, One Desk provides a single point of contact for UCL students, staff, suppliers and partners, responding to thousands of enquiries every day through telephone, email, live chat and other digital channels. Our team provides timely, accurate and helpful advice while continually looking for ways to improve our services and the customer journey.
A customer service qualification or training, and Lean Six Sigma or similar certification, would be desirable.
What we offer
As well as exciting opportunities, UCL offers a range of great benefits.
- 41 days’ holiday (27 days annual leave, 8 bank holidays, 6 closure days)
- Option to purchase 5 additional days’ annual leave
- Defined benefit career average revalued earnings pension scheme (CARE)
- Cycle to work scheme, season ticket loan, and immigration loan
- Relocation support for eligible posts
- On-site nursery and gym
- Enhanced maternity, paternity, and adoption pay
- Staff Support Service (employee assistance programme)
- Discounted medical insurance
Our commitment to Equality, Diversity and Inclusion
As London’s Global University, we know diversity fosters creativity and innovation. We are committed to equality of opportunity, to being fair and inclusive, and to being a place where we all belong. We particularly encourage applications from candidates underrepresented in UCL’s workforce, including those from Black, Asian and ethnic minority backgrounds, disabled people, and – for Grade 9 and 10 roles – women.
Applicants should also familiarise themselves with UCL’s policies on: and Available documents
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