Customer Service Manager

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Location: Hybrid, with a minimum of 20% in the Oxford office per month

About Us:

We're Nominet - a world-leading domain name registry operating at the heart of the UK internet. While we're best known for running .UK domains, our DNS expertise also underpins critical internet infrastructure that government services, including the NHS, rely on.

As a public benefit company, our work has a positive impact on society. We've donated millions to projects that use technology to improve people's lives and have committed to delivering £60m worth of support over the next three years.

The Role:

Lead and manage the provision of best-in-class customer service and experience to Nominet's customers, members, and stakeholders. This includes domain registrants, registrars, and range of customers for critical services that Nominet provides.

You will play a key role in improving our customer experience, driving operational excellence, managing performance, and supporting strategic growth within the Customer function.

What you'll be doing:

Lead an experienced team of Customer Service Advisors in providing excellent customer support

Develop and implement new processes and technology-led solutions to improve the customer experience and team efficiency

Act as the operational escalation point for all customer issues

Collaborate on a suitable technology roadmap to improve operational efficiency and enhance customer services

Ensure service levels are met and ideally exceeded, with a focus on continuous improvement

Manage and support a cross-functional team, ensuring appropriate skills, performance, and development

Oversee relationships and performance with third-party suppliers

Effectively manage workforce and operational demands

Drive performance through coaching, feedback, and clear accountability

About You:

Management experience in a dynamic, customer service environment

Evidence of delivering high levels of customer service to agreed targets and SLAs

Excellent interpersonal, communication and stakeholder management skills

Strong analytical and reporting capabilities

Highly organised with attention to detail

Experience of managing and leading change

Nice to have:

Understanding of the domain name system (DNS) and Internet industry

Technical awareness or ability to grasp technical concepts quickly

Experience working with product teams on customer-focused roadmaps

What to expect next:

1st stage: Introduction call with a member of the TA team (30 mins)

2nd stage: Hiring manager interview (60 mins) (this may involve some upfront preparation for a given scenario)

3rd stage: Values interview (30 mins)

Working at Nominet:

Our people make things happen, but our values are our compass as a company, guiding our day-to-day work and building our culture. They reflect that we're strongest when we're proactive and pull together, while underlining the importance of a "glass half full" mindset and aiming to keep things simple for success.

I'm hoping that one of these paragraphs might be suitable - or perhaps we need something in between the two? Feel free to tweak these. Please let me know what you think.

What we offer:

Early Finish Friday - Working week of 34 hours with full-time pay. (Finish at midday on Friday)

30 days of annual leave plus bank holidays, with the ability to purchase an additional 5 days

Bupa private healthcare + Employee Assistance Programme

Electric vehicle scheme with on-site charging points

Rewards platform with access to discounts at hundreds of shops, restaurants etc.

Medicash discounts on routine healthcare including optical, dental and much more

Company and individual performance-based annual bonus

Diversity Statement:

We're passionate about creating a workplace where every individual is valued, respected, and empowered. Somewhere we can benefit from all forms of diversity and discover the true value in our differences. If there are any adjustments we could make to the recruitment and selection process to support you, please let us know

Security Statement:

Nominet is committed to the safeguarding and welfare of the internet and expects all employees and volunteers to share this commitment by participating in the relevant security and screening processes. All roles working for Nominet will be subject to a Baseline Personnel Security Standard (BPSS) check. Some roles due to the nature of their work, will require additional security clearance.

Provider

Description

Enabled

SAP as service provider

• "route" is used for session stickiness
• "careerSiteCompanyId" is used to send the request to the correct data centre
• "JSESSIONID" is placed on the visitor's device during the session so the server can identify the visitor