UK Customer Service Manager - Disclosure Operations

at  CDP Global

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.

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

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.