UK Customer Service Manager - Disclosure Operations
UK Customer Service Manager - Disclosure Operations
CDP’s Disclosure Operations Team (DOT) are seeking a motivated and organised individual with a background in customer support, stakeholder engagement and team leadership to help oversee our customer service offering in the UK/Europe region.
This is an exciting opportunity to contribute significantly to the vital work of CDP, supporting the companies, cities, states and regions who use our disclosure platform to report their sustainability data.
Reporting to our UK Senior Operations Manager the role will form part of the UK/Europe team within global Disclosure Operations, with a hybrid work policy in place to allow the ability for remote working.
We are actively encouraging interest from internal candidates within CDP initially, particularly those with knowledge of our Disclosure Operations functional areas.
Job purpose/summary
You will manage and develop members of our UK/Europe regional team. Helping their personal and professional development and supporting delivery on the wider objectives of the global team.
The role will involve contributing to continued improvement of our online Help Center and discloser support systems. Including development of our training and quality assurance programs. As well as supporting with incident management and customer satisfaction (CSAT) improvements.
You will have a range of opportunities for engagement with CDP stakeholder teams. You would use these relationships to gain insight into business needs and explore opportunities for simplification and improvement of departmental and organisational processes.
About the role
- Line management of various members within our UK/Europe Disclosure Operations team
- Help with ongoing team recruitment, selection and personal development plans
- Getting highest quality and productivity out of the team - mentoring, coaching, QA of work and reporting on team performance
- Support the effective delivery of key segments of CDP’s core disclosure operations, and improvement projects, working across teams.
- Working with other regional customer service managers as part of DOTs senior management team
- Develop operational processes, constantly looking for efficiency improvements and streamlining of program delivery
- Point of liaison for our global Corporate and Supply Chain operations, helping to ensure a co-ordinated, strategic and quality driven approach to user service delivery
- Support the UK Senior Operations Manager in overseeing area projects and BAU delivery areas performed by the Disclosure Operations Team
The precise description and nature of your job may be varied from time to time, and you may be required to carry out other duties as necessary for business needs.
About you
- You are a strong communicator and collaborator
- You have a passion for helping colleagues improve and developing people
- You are a positive and enthusiastic team player with a high level of self-motivation and drive, committed to achieving high standards
- You possess strong natural leadership and enjoy the respect of your colleagues and direct team members
- You thrive on giving great quality customer and user service
- You enjoy identifying areas for improvement, and ways of doing so
- You enjoy working with a wide range of internal and external stakeholders in support of engagement and cross-departmental projects
- You enjoy working with data and have meticulous attention to detail
- You can process and communicate complex data and information
- You have excellent time management skills and are able to meet deadlines under pressure
- You quickly grasp and master new IT systems, with a high level of proficiency in Office365and prior database experience
Preferred Skills and Experience
- Ideally at least 3 years of experience in similar roles; team management, project leading, business development or customer service related.
- Experience with Dynamics365
- Project management experience or understanding –e.g. PRINCE2, Scrum/Agile
- In addition to English fluency multilingual skills in other CDP supported languages an advantage – Spanish, Portuguese, Japanese or Simplified Chinese
Benefits:
Salary pending experience, starting from £37,643 per annum. As well as holidays and benefits in accordance with local regulations. Interested applicants must be eligible to work legally in their regional location.
Before you apply
We’ll only use the information you provide to process your application. For more details on how we use your information, see our applicant’s privacy notice.
By sending us your CV and covering letter, you are permitting CDP to use the information you have provided for recruitment purposes
How to apply
Please submit your applications via the link provided. They will be reviewed on a rolling basis so early submission is advised. A start date of May 2024 is intended.
- Department
- DM: Disclosure Management
- Locations
- CDP Global - London
- Remote status
- Hybrid Remote
CDP Global - London
About CDP Global
CDP have regional offices and local partners spanning 50 countries. There are now companies, cities, states and regions from over 90 countries disclosing through CDP on an annual basis.
Find out more here
UK Customer Service Manager - Disclosure Operations
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