Service Optimisation Manager
Service Optimisation Manager
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
£ 43650 - 49654
1 Vacancy
Job Description
At AQA were committed to advancing education and were committed to our people. As the largest provider of academic qualifications in the UK we mark over 10 million exam papers each year and its our people who make this happen.
Service Optimisation Manager
Permanent
Location Manchester
Salary: 43650 - 49654
Closing date 9th August 2025
Were redesigning how we support our customers and were looking for passionate people to help lead that change.
This is your chance to shape a smarter more connected service experience to make support seamless and be part of a team that values collaboration insight and impact
If you care about making things better for customers and want your work to matter; wed love to hear from you.
Whats in it for me
- A 35-hour working week with 25 days annual leave rising with service with bank holidays and extra closure days around Christmas on top
- An excellent contributory pension which could see up to 18.5% combined contribution
- Private Medical Insurance and a Health Care Cash Reward Plan
- A new Electric Vehicle Leasing Scheme
- Up to 5 days for volunteering
- Newly refurbished offices with a variety of individual and collaborative workspaces
What will I be doing
- Design improve and embed customer servicing CRM processes that ways of working that put customers first
- Drive automation and smarter workflows to boost efficiency
- Lead cross-functional decision-making with key stakeholders
- Provide data-driven insights and performance reporting to senior leaders
- Champion consistent high-quality ways of working across teams
- Youll play a key part in embedding a customer-first culture and ensuring our service evolves with the needs of the business and the people we support.
What will I need to succeed
- Youre a natural storyteller with data; turning insights into action to improve how we serve our customers.
- You build strong relationships across teams work confidently in a matrix environment and thrive on collaboration. Curious and analytical you ask the right questions solve problems with a clear head and bring structure to even the busiest days.
- Youre skilled at leading workshops building consensus and helping others make sense of complex issues. A confident communicator youre just as comfortable influencing stakeholders as you are supporting colleagues with new systems and ways of working.
- Most importantly you put customers front and centre always.
How do I apply
Please upload your CV and ideally a cover letter.
Interviews will be over 2 stages one on Teams and one face to face.
AQA is an equal opportunities employer and welcomes applications from all sections of the community regardless of gender identity or expression sexual orientation religion ethnicity age neurodiversity disability status citizenship or any other aspect which makes people unique.
#PRO22
Recruitment Agencies
We have a preferred supplier list (PSL) in place.
Unsolicited CVs will be treated as a gift. We will not be subject to or liable under your terms and conditions for agency fees.
Full Job Description
Summary
AQA is much more than just an awarding organisation our purpose is to advance education by enabling teachers and students to realise their potential. Our purpose is the reason AQA exists - were here to make a positive difference in the world by bringing out the best in teachers and students.The Customer and Product team works across all areas of the organisation providing insights guidance and supporting improvement efforts to ensure our customers are kept front and centre in everything we do.
To realise the full value of our servicing capability we aim to centralise monitoring and optimise service delivery via CRM across AQA.
This role provides the opportunity to be part of the team that drives the organisation to transform how we service our customers making us distinct as an awarding organisation.
The Service Optimisation manager will proactively manage service and performance across all servicing areas and channels improving responsiveness ensuring consistency in using CRM and helping AQA deliver a seamless high-quality experience that supports retention and :
This role reports into the Head of Service Development driving activity and working collaboratively across multiple teams within the organisation. The role will also work very closely with the CRM manager and Enterprise Apps functional team helping to implement the CRM strategy.
This role will work cross-functionally across AQA daily; stakeholders will include Operational Managers Customer Service Delivery Managers Resource Planning team Team Managers and the Training & Quality and Knowledge and Channels Manager.
This role will also collaborate to drive continuous improvement with teams such as Projects and Programmes Customer Experience Exams Officer Support and Technology teams
Activities:
Manage all business owned processes and ways of working associated to servicing using MS Dynamics CRM across AQA.
Ensure CRM processes and business workflows are designed adopted and continuously improved to support an unrivalled service to our customers
Ensure adequate reporting is available for business users and driving the right outcomes for servicing performance
Provide reporting and regular narrative to senior leaders concerning servicing performance across AQA
Lead a stakeholder steering group to ensure rigour consistency and quality in ways of working lead decision making on appropriate changes.
Lead on delivery of enhancements and automations to servicing processes within CRM working with business users and functional experts
Ensure compliance with audit actions concerning business customer relationship management processes
Management of stakeholders at all levels on a day-to-day basis providing leadership support and challenge where appropriateUtilise the available range of digital tools for communication content creation and information processing to work effectively and efficiently. Maintain digital skills to meet business need.
Champion the behaviours values and leadership approach we wish AQA to be famous for. consistently exemplify these values and behaviours internally and externally.
Support the embedding of a customer-centric culture across the organisation and champion the customer so that we continuously put them at the heart of our activities.
Comply with all AQAs policies and other legislative requirements including but not limited to HSE Equal Opportunities and ISMS.
Where business needs change to undertake other responsibilities which are of a commensurate level outside the terms of this role
Need to know (to be successful in this role you will need to know):
Ability to create a story with data focussing on actionable insights for maintaining and improving servicing at AQA.
Ability to establish and maintain strong relationships across multiple business areas
Confident and skilled in working cross-functionally with matrix management responsibilities
You will be a naturally curious person able to think critically and have strong problem solving and analytical skills.
Youll bring a systematic approach to planning and organising and be able to effectively manage conflicting priorities.
Excellent communication skills will be key and you will use them in range of different settings.
You will be adept at facilitating discussions and workshops building consensus influencing key stakeholders and helping colleagues understand complex information and issues to reach solutions.
Ability to support and train users on ways of working with CRM systems
Committed to putting customers at the heart of your thinking and decision making A customers front and centre mindset is essential.
Desirable:
Strong understanding of customer relationship management systems (preferably MS Dynamics) and associated servicing tools and systems.
Ability to configure business area owned workflows and processes in CRM (MS Dynamics)
Required Experience:
Manager
Employment Type
Full-Time
