Customer Support Team Lead - £Competitive - Edinburgh/Glasgow

Full Time | United Kingdom, | 4 months
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Job Summary

Full Time
Not Specified

£60,932 Average salary of similar jobs | Check Salary...

Job Description

St. Vincent's Resourcing has an exciting opportunity to join an entrepreneurial and ground-breaking company leading the way in bringing clinical research into the digital age. Our client provides cloud based services to the Healthcare and Data Organisations. Due to continued growth, they have a requirement for a Customer Support Team Lead to join their office in Edinburgh or Glasgow within the Service Desk team. This will be a hands on role and will include oversight and ownership of all activities and processes required to manage the service delivery into our growing base of global clients. THE ROLE The successful candidate will have a passion for customer service and for providing hands on support for clients. They will help develop a high-performance team who work towards a common goal of delighting clients, pushing technology & supporting company goals as we continue to experience rapid growth. It is not a typical Support desk role as they perhaps have a lower volume of customer calls/support requests, but they tend to be more technical/complex in nature compared to some environments. Responsibilities: * Solving problems, troubleshooting and finding the best solution for our customers * Creation of service reports primarily for incidents, problems and changes * Adhere to Information Security policies * Lead the service/support team including line management * Consistently implement, coach and promote excellent customer service standards * Support the post-sales customer life cycle - customer on-boarding, adoption, and on-going support * Manage advanced complex escalations of all priority issues within the business, working closely with Product Owners, Development, Operations and QC resources * Drive the team documentation of solutions, customer information and proactive knowledge content * Ensure the team is appropriately developed to achieve company goals * Ensuring service levels, customer satisfaction and ultimately customer retention targets are met * End to end service management reporting * Identifying new technologies and techniques to drive improvements in the customer support experience THE PROFILE Requirements: * Experience of delivering a customer facing IT service to a demanding user base * Comfortable in trouble-shooting and problem solving within a complex technical environment * 3+ years' experience in a similar role which includes customer interaction, team leading, delivering to SLAs, incident management, change management and service reporting * Commercial focus and awareness * Ability to understand customer requirements and drivers, develop and guide their thinking to identify measures of success, designing a programme of SLAs to meet them and ongoing plan to increase value over time to improve retention. * Excellent applied working knowledge of ITIL processes and tools * Experience in providing B2B customer support, preferably for a cloud-based platform * Strong people management skills, with a proven background in leading and motivating a service team. Desirable: * Delivering SaaS solutions to customers * Delivering services in a cloud environment * Familiarity with tools such as JIRA, JIRA Service Desk, Confluence and Slack * Hands on Linux skills The Package: A competitive basic salary depending on experience, with extensive learning, development and progression opportunities and a generous benefits package. For more information please send your CV to (see below) or call.

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