Are you a customer focused Service Manager commited to delivering a market leading service?
Mission
We’re a leading EDI business solutions tech. cobased in brand new state of the art offices in Chorley, right next to Buckshaw Parkway train station. Partof a wider European group, we are currently looking to recruit an experiencedSupport and Managed Service Manager to lead a number of internal teams, fostering a collaborative andhigh-performance environment to ensure the delivery of top-tier customersupport and success. This hands-on strategic role will see you focused onensuring exceptional service excellence, maximising client satisfaction andvalue by helping us fully leverage our services continuously.
If you are anexperienced Support and Managed Service Manager, customer-focused, motivated,committed to delivering market-leading service, enabling clients to achieve thebest possible outcomes from their investment then you could be just what we arelooking for!
Your ideal role?
1. Lead, manage, and coach a team ofcustomer support engineers and managed service technicians.
2. Foster a collaborative andhigh-performance environment through effective mentorship, coaching andguidance.
3. Ensure the team delivers support andonboarding activities within agreed timescales by overseeing resourceallocation.
4. Prepare comprehensive reports to providebusiness intelligence on department status, identifying areas for improvementand key focus points for the team and the Head of Customer Experience.
5. Monitor key performance indicators (KPIs)such as service level agreements (SLAs), the number of onboarded tradingpartners, and customer satisfaction, taking corrective actions as necessary.
6. Resolve escalated customer issues,complaints, and concerns, coordinating with management, team members, andstakeholders as necessary. Lead resolution efforts for major incidents,ensuring they are addressed quickly and effectively.
7. Develop and maintain positiverelationships with key customers to ensure their satisfaction with the servicesreceived. Identify potential risks for key customers and implement mitigatingactions to prevent issues.
Profile
Our ideal person?
8. Proven experience in a Management role with customer success, customer support or service desk within a software or service-oriented industry.
9. Demonstrated experience and strong leadership skills in leading, managing, and coaching teams, with a track record of fostering high-performance and collaborative environments.
10. Strong background in customer support with the ability to handle large and critical tasks effectively.
11. Proficient in leading critical tasks and managing support/onboarding backlogs efficiently.
12. Strong analytical skills to collect, interpret and utilise data for informed decision-making and performance improvement. Experience in collecting and analysing data to monitor performance metrics and drive continuous improvement.
13. Proven ability to develop and maintain positive relationships with key customers, ensuring high levels of satisfaction and identifying upsell opportunities.
14. History of working effectively with cross-departmental teams to achieve cohesive operations.
15. Deep commitment to customer satisfaction, with the ability to develop and maintain positive customer relationships.
Useful info
Located near the town centre in Leyland, it’s a modern mostly open plan office space with parking opposite. It’s a bright, light space with a great break out area by the (well stocked) kitchen for relaxing with table tennis, a pool table, Sky TV and an Xbox games console.It's a calm, friendly and professional environment, with a casual dress code. Leyland is famous as once being the home of one of the largest vehicle manufacturers in the UK; British Leyland – probably best known for their trucks and buses. There are several retail parks and leisure centres, the town centre also has a thriving market along with a mix of independent and well known chain stores. Leyland has great access to road links to Preston, Blackpool and Chorley, as well as the M6 and M58 if heading to Manchester, Liverpool or north towards Lancaster and The Lakes.
Words from our recruitment team
Hello, I'm Paul - my team and I manage the Internal Recruitment function for the Cegedim businesses across the UK. I'm always happy to hear from you, whether you are applying for a specific vacancy, want to know about upcoming opportunities or just want to have a chat about working here. You can contact me at