Customer Support Manager
Numed Holdings Ltd
Customer Support Manager
£35000
Numed Holdings Ltd, Orchard Square, Sheffield
- Full time
- Permanent
- Onsite working
Posted 2 weeks ago, 1 May | Get your application in now before you miss out!
Closing date: Closing date not specified
job Ref: 67948283bec64a679bad1ebb26f7431e
Full Job Description
- Lead and manage a team of eleven Technical Support employees with varying skillset
- Develop and coach the Technical Support team to improve their performance and provide excellent customer service
- Create and implement a self-help strategy to support both customers and internal colleagues
- Develop and foster strong relationships with customers, managing escalations and ensuring their satisfaction
- Work collaboratively with other key stakeholders to ensure the service desk remains focused on customers' needs
- Manage the service desk operation ensuring service delivery standards are met and continuous improvements are made
- Develop and maintain service desk documentation, procedures, and knowledge management systems
- Perform regular trend analysis and reporting to identify areas for improvement and make recommendations to senior management
- Work with senior management to develop and manage the service desk, ensuring the efficient use of resources
- Ensure compliance with all relevant policies, and procedures
- Conduct employee appraisals and identify training opportunities for your direct reports
Proven experience in a performance and people management role working with 1st, 2nd, and 3rd line support technicians - Excellent leadership and management skills with the ability to motivate a team towards service excellence
- Strong problem-solving skills and the ability to make customer-focussed decisions
- Excellent verbal and written communication skills with the ability to build strong relationships with customers
- Knowledge of ITIL or ISO (9001 & 27001) frameworks is desirable
- Strong analytical and reporting skills with the ability to identify trends and make recommendations for improvement
- Ability to work collaboratively with other key stakeholders to achieve common goals
- Strong attention to detail with the ability to maintain accurate records and documentation
- Excellent time management and organisational skills are required.
- Ability to work under pressure in a fast paced environment.
Numed Healthcare is a leading distributor of diagnostic medical products and waiting room media systems predominately within the Primary care sector. Our core values of being caring, innovative and customer-focused are at the heart of everything we do, and we are committed to delivering exceptional service to our customers. We are now seeking a Service Desk Manager who can embody these values in their work and further develop the exceptional service our customers demand.