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Customer Service Excellence Lead: Digital x 3

IT Academic Services

Location:  Guildford
Salary:  £33,309 to £40,927
Fixed Term
Post Type:  Full Time
Closing Date:  23.59 hours GMT on Thursday 09 December 2021
Reference:  054021

The University of Surrey is an international University with a world-class teaching and research profile and an enterprising spirit. 

Our research seeks to address global challenges, drive innovation, and deliver real-world impact. 

With the launch of our revised University strategy, we are continuing to drive forward several exciting transformational programmes and are seeking passionate motivated Customer Service Excellence Leads to bring our strategic vision to life.

Our ‘OneSurrey’ Programme is transforming the way we deliver digital services to our students and staff, through rolling out a unified ticketing solution, consolidating the ways that people engage with us, and implementing a data and performance driven service culture, creating a better experience for our staff and students. 

As a member of the IT Services Team, you will be an agent for positive change, working closely with the Programme Manager and Customer Service Excellence Team Manager, as a key lead to identify opportunities for change and innovation, and seeking further change and improvements within the wider Professional Services and technical teams.

You will have previous experience of leading process innovation and continuous improvement at pace and an excellent understanding of continuous improvement concepts including Six Sigma, Lean and value stream mapping.

You will have qualifications in Lean Six Sigma, black or green belt.

As a continuous improvement leader and on-site expert, you will need to be a great collaborator, maintain strong relations with stakeholders and communicate effectively to engage, train and coach your colleagues in the CI agenda to help foster a culture of sustainable change.

Our focus with this team is drive a change in process and culture within the University and will influence, champion, inspire, and drive positive change within our organisation. 

In this role we are looking for someone who can be a real ‘fire starter’ in igniting innovative ideas to challenge and improve. If this sounds like you, contact our resourcing team lead Samantha Francis  ( or apply now to be considered.

Please note, the internal job title for this role is Digital Change Agent.

Interviews to be conducted week commencing 13 December 2021.


Further details:    Job Description    
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For more information and to apply online, please download the further details and click on the 'apply online' button above.
In return we offer a generous pension, relocation assistance, flexible working options including job share and blended home/campus working locations (dependent on work duties), access to world-class leisure facilities on campus, a range of travel schemes and supportive family friendly benefits including an excellent on-site nursery.

Click here to find out more about the benefits we offer to support you.

The University of Surrey is committed to providing an inclusive environment that offers equal opportunities for all.  We place great value on diversity and are seeking to increase the diversity within our community.  Therefore we particularly encourage applications from under-represented groups, such as people from Black, Asian and minority ethnic groups and people with disabilities.






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