Customer Support Manager / Client Services Manager

Job Title: Customer Support Manager

Location: Hammersmith, London

Salary: Up to £40,000 per annum

Job Type: Full Time, Permanent

The Company are revolutionising the health care industry; committed to delivering powerful digital solutions that improve lives and to have fun while doing it. Serving millions of patients and thousands of healthcare professionals every day we are a leader in Health Tech.

Across this network their digital solutions enable data driven patient engagement, personalised online consultation powered by machine learning and patient support to people living with diabetes, hypertension and epilepsy. Their aim is to connect patients and transform healthcare.

The Role:

Delivering technology solutions to over 2,000 GP surgeries and 21 million patients across the UK requires an awesome Support team. Joining their growing team, the Customer Support Manager oversees and owns the strategy of first-line support to users (clinical and healthcare administrative staff) and citizen users of myGP.

This is a hands-on management role that will include: managing a small Support team, handling incoming telephone and email enquiries, as well as outbound engagements working on technical deployments. The role will focus on trend analysis, improving the ability for users to self-serve, and working with Product Management to assist in prioritising enhancements and bug fixes. This individual will have bottomless enthusiasm and patience, with the ability to work methodically and to motivate a team.

Responsibilities:

General management duties

• Providing leadership and best practice insight to team members
• Monthly reporting of KPIs
• Implementing a culture of continual improvement
• Building relationships with key stakeholders within the business
• Working with Head of Customer Operations on resource planning
• Trend analysis to optimise first-call-resolution, ticket avoidance and self-service opportunities
• Working with Product Management to prioritise enhancements and bug fixes
• Acting as a point of escalation for issues and complaints
• Ownership of service incident reporting processes

Healthcare provider support

• Co-ordinating technical setup of new healthcare providers onto the Company's services
• Handling support enquiries from healthcare providers via telephone, email, and online portal
• Triaging issues and escalating through to 2nd line Support where appropriate
• Delivering world-class customer service and high satisfaction to their users
• Accurate reporting on all company systems
• Following processes which include: security, data protection, and best practice

Patient (myGP) support

• Handling patient queries and issues via multiple channels
• Using targeted consumer level language in all correspondence
• Triaging issues and escalating through to 2nd line Support where appropriate
• Adherence to strict confidentiality and Information Governance regulations due to the handling of patient identifiable data
• Tracking of issues through Support ticketing system
• Escalation of clinical safety issues through escalation route
• Production of reports on myGP support trends and user satisfaction for Product Management
• Representation of patient voice in internal meetings

Required skills:

• Experience in managing a support / helpdesk
• Experience implementing customer portals and knowledge bases
• Advanced Microsoft Office Suite knowledge
• Understanding of ITIL level best practice
• Working knowledge of cloud-based SaaS technology solutions
• Highly competent verbal and written communicator
• Ability to work with little to no supervision
• Strong written and verbal communication skills

Desirable

• NHS experience a bonus
• Awareness of primary care IT systems and dependencies
• SQL and/or coding experience

The Company offers the following:

As mentioned, at the Company they endeavour to create a fun working environment for their staff. They can offer the following:

• A full structured training programme to ensure you are confident in your new role
• 25 days holiday plus bank holidays
• Company Share Option scheme and travel loan after probation is passed
• An amazing team and fun social calendar

If you are looking to make a difference and help transform the healthcare industry please click on the APPLY button to send your CV and Cover Letter for this role.

No Agencies

If you have not heard within 2 weeks of date of application please presume your application has not been successful

Candidates with experience of; Client Support Manager, Customer Services Manager, Support Team Leader, Client Services Team Leader, Client Support Administrator, Client Services Support, Client Relationship Assistant, Client Relationship Manager may also be considered for this role.