Head of Support Desk/Customer Support (UK & Europe)
Cloud Based Software (Healthcare)
GBP60,000 - GBP65,000 Basic Salary + Corporate Benefits
London (SE1)

The Role

I am excited to be partnered with a client who's mission I am personally passionate about so this isn't one to miss out on! They are revolutionising the way the Healthcare industry deal with Governance, Risk and Compliance by leveraging the use of Cloud-based Software to provide tools that drive overall improvement and safety. This in turn helps reduce healthcare-acquired infections, allows better reporting on adverse events as well as ensuring patient safety learnings are deployed immediately and effectively through dynamic policy and procedure management.

Responsibilities & Duties

• Manage and direct the work of the application and technical support team by reviewing customer issues on a regular basis to ensure high levels of customer satisfaction and quality are delivered on a timely basis
• Manage, mentor, and coach new and existing staff including conducting regular performance reviews and weekly timesheet approvals
• Develop and execute strategy for Customer Support operations including CRM processes and future technical and application support offerings
• Facilitate resolution of issues as needed. Help to prioritise issues and provide an interface to various teams including Product Management, QA, and Development to reduce the turnaround time for resolving client issues
• Assist Customer Support staff with resolving customer issues
• Provide guidance and training on the application and technical environment
• Manage critical and highly sensitive issues to resolution
• Proactively manage and communicate with clients to ensure a high level of customer satisfaction with Customer Support services
• Stay current with company products, initiatives and trends in the healthcare industry to support customer services initiatives
• Collaborate with other departments (eg Product Management) to maintain an ongoing understanding of features and functionality and translate the information into best practices for software optimisation
• Contribute to the on-going enhancement of the customer knowledgebase through planning and assigning the development of timely and relevant knowledge articles related to software use and best practices
• Analyse workload and recommend improvements
• Proactive communication with customers to evaluate overall satisfaction and identify upcoming needs, including follow-up from NPS and customer surveys
• Interact with all levels of leadership within a customer portfolio ranging from analysts to C-Suite executives
• Drive team performance to achieve key performance metrics related to productivity and satisfaction.

Required Experience

• University degree in Technical or Business discipline, or similar advanced degree in management, or equivalent experience
• Minimum of 8 years in the software industry within a customer-facing/service role, including minimum of 3 years of progressive operational and managerial experience
• Demonstratable high-level understanding of the following technologies & principals: Windows Server/IIS/SQL Server/PHP/Web Hosting/Backup processes/Secure File transfers

Head of Support/Head of User Support/Head of Customer Support/Head of Technical Support