National Customer Service Delivery Manager

Customer Experience 
Bristol or London 
Competitive + bonus + benefits 

The Role

The National Customer Services Delivery Manager is accountable for the development and delivery of the Unite Students service programme and hallmarks, and to lead, enable and develop supporting programmes such as Resident Ambassador. The role will work across multiple functions to create a world class service ethos and align and define critical points along the student experience that have clear opportunity for interactions that will promote brand advocacy through service led activity. Working with L&D they will bring the programme to life and build out current programmes such as Resident Ambassador and Positive Impact champions in line with our people and service led ethos.

What You`ll Be Doing

  • Supporting the execution of the central operations strategy accountable for the elements pertaining to their role
  • Working with Business Insights develop student experience service measurements and analytics - provide ongoing analysis, reporting, and benchmarking
  • Working across multiple functions and using current available data and research; develop nationwide service program for all Unite operations employees
  • Working with finance leaders, develop workforce optimisation tool in accordance with service standards and ethos
  • Review the student experience journey - identify key touch points and opportunity to deliver consistent service hallmarks for every student, every time
  • Own our Resident Ambassador programme and utilise to supplement core service offer and build sense of community and belonging
  • Directly influence, take accountability for, or create other student ambassador or employee champion programmes that impact key operational metrics
  • Be an ambassador, both with own team and through the operations forum to deliver our promises to students in all that they do: provide a place to grow and thrive, provide a place to belong, be there when you need us
  • Share best practice and be principled in pursuit of the delivery of a world class student experience
  • Be efficient - think about the value being generated at every step

What We`re Looking for in You

  • Ability to explain the purpose and vision of Unite in a way which is meaningful and motivating
  • Ability to articulate (prompted) examples of the service profit chain
  • Understanding of critical processes pertaining to the generally accepted PBSA business cycle and able to identify commonality in processes across multiple cities
  • Ability to provide examples of great service and recognises clear service touch points (both internal and external examples)
  • The ability to take large amounts of data and information and has the ability to condense and simplify documents to into critical elements and actions
  • Ability to read quantitative and qualitative data and identify root causes that would lead to specific action to improve performance
  • Demonstrates pride and a desire to continuously improve in all that they do with a proven track record of delivering results
  • Demonstratable experience and/or in-depth knowledge of relevant functional topics that would not normally be considered a part of their day-to-day responsibility (shows thirst for learning)
  • Experience successfully communicating across an organisation and multiple locations
  • Ability to articulate theory for how to embed change within an organisation
  • Experience of leading through change and adapting plans to take account of changing situations

What You`ll Get in Return

  • An annual bonus so you can share in the company`s success
  • 25 days` paid holiday
  • Pension - based on how much you save, we`ll contribute 1% more
  • Flexible working opportunities
  • Shared Parental Leave - 18 weeks full pay
  • Other benefits include, ShareSave, Bike to Work, Charity Match, amazing discounts and more!

About Unite Students

Founded in 1991, Unite Students is a FTSE 250 business and the UK`s leading provider of purpose-built student accommodation. You can find us in 25 leading university towns and cities, with 74,000 students calling US home! We are driven by our values, culture, and a commitment to develop diverse and inclusive teams, filled with positive energy and new ideas.

Instinctive inclusion. We know that to create and maintain a happy healthy organisation, we have to work hard to ensure inclusion isn`t just what we do but who we are.

People make Unite Students. Employees, students and neighbours all contribute to building environments where we can all thrive.

Room for Everyone

We`re proud to be an employer that embraces individuality, and we`re passionate about building inclusive teams. We focus on creating a collaborative culture where you can be you, where your voice is heard, and where you can truly belong. We take great pride in being rated Gold Investors in People and are constantly striving to provide the highest standard of learning and development opportunities and professional pathways for our people. Building a home for success, for both our employees and students, requires exceptional people with a passion for creating room for everyone, doing what`s right, keeping US safe, and raising the bar. Join us as we build better experiences for students that live with us.

We are US.

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