Head of Customer Experience

Job content

The University of Oxford is a stimulating work environment, which enjoys an international reputation as a world-class centre of excellence. Our research plays a key role in tackling many global challenges, from reducing our carbon emissions to developing vaccines during a pandemic.

We have an exciting opportunity to join the Estate Services Department as a Head of Customer Experience working mainly office based with the option of hybrid working from time to time.

Estates Services is responsible for the management of Oxford’s 450 buildings, University Parks and Gardens, Wytham Woods and commercial, agriculture and residential land. Our values include being open, honest and fair, we listen, and to show courtesy and respect to our staff.

What We Offer

As an employer, we genuinely care about our employees’ wellbeing and this is reflected in the range of benefits that we offer including:

• An excellent contributory pension scheme

• 38 days annual leave

• A comprehensive range of childcare services

• Family leave schemes

• Cycle loan scheme

• Discounted bus travel and Season Ticket travel loans

The University also runs an enormous amount of social groups and sports clubs for those looking for more than just a great place to work.

About the Role

The Head of Customer Experience (FM) is a key role within Estates Services, reporting to the Head of Strategic Facilities Management and a senior member of the Facilities Management team. The post holder will be responsible for deputising for the Head of Strategic Facilities Management, as well as the introduction and development of the department customer service strategy across FM. The strategy will have a strong focus on quality of operations, processes, reporting, measuring feedback and training.

The FM operations teams currently provide a soft facilities management service in 64 University buildings, serving 54 departments. The post holder will continue to review and develop the departments new customer service strategy in order to provide our stakeholders have a positive experience.

This is a role that involves long-term planning & foresight, ability to develop working relationships across the University & beyond and a good understanding of best practice for Customer service & facilities management of a diverse portfolio of University buildings. This post requires a highly motivated and enthusiastic person with considerable experience and a firm commitment to maintaining high standards in customer service and FM throughout the University’s estate.

About You

To be successful in this newly created role, you will need to be someone who strives for excellence and has experience in setting up new customer centric initiatives which improves the overall quality of customer service, whilst also ensuring what you deliver is completed in a safe way. You will have great communication skills, and be confident in the ability to communicate to members of the senior staff, public, students and academic staff with courtesy and politeness. You will also have a positive attitude with a flexible and adaptable approach to your work, and be comfortable when priorities suddenly need to change.

Application Process

You will be required to upload a covering letter/supporting statement, CV and the details of two referees as part of your online application.

The closing date for applications is Wednesday 17 May 2023 at 12:00 noon.

Interviews will take place on 25 & 26 May 2023 face to face.