Customer Services Manager

£42000 - £52000 per annum
27 Sep 2017
25 Oct 2017
Recruitment Genius Ltd
Customer Service
Contract Type
Full Time
This global health technology business delivers safer, more effective and cost-efficient, diagnostic-led care.

Their vision is to improve patient outcomes and lower healthcare costs. To achieve this, they deliver accurate, actionable health data quickly and simply, wherever and whenever it's needed.

Their Care Solutions development unit, based at their Cornwall site, is responsible for delivering clinical knowledge, education and intelligent technology via their software and platform to enable care teams to move patients with long-term conditions toward supported, self-care.

They are looking for a Customer Services Manager to develop a superior Customer Engagement Program that other healthcare companies aspire to.


- Relevant Tertiary education in Customer Services or Business Administration.
- ITIL Practitioner
- 5+ years' experience of Customer Service management in a software environment.
- Demonstrated ability to make sound judgments with superior problem-solving skills
- Demonstrated ability to lead and mentor team members
- A proven ability to work as a member of a team working to tight deadlines
- A proven ability to remain flexible in a rapidly changing business environment
- Demonstrated ability to manage and influence a diverse range of stakeholders.
- Demonstrated ability to implement new business systems to support changing business needs.
- Have implemented ISO/IEC 20000 - 1&2 ITSM


Team Leadership:
1. Leading, mentoring and developing the Customer Service Team, including recruitment
2. Sharing of knowledge to and from other teams
3. Providing direction and advice to team members in the delivery of business strategy, resolution of technical operational problems and achievement of assigned objectives.

Service Offering, Process and Systems:
1. Identifying areas for and implementing proactive support initiatives
2. Identifying location issues, provide support and promote training
3. Expanding Customer\User Access

Business Strategy:
1. Participate as a member of the Management Team and contribute to business planning and strategy
2. Contributing to the development of business strategy and implementing to ensure the successful delivery of Customer Service Programs
3. Establishing and managing the Customer Services Risks and Opportunities

They have an award-winning workplace; benefits include:

- Free daily lunch and fresh fruit
- Discounted membership at local gym
- Sociable working environment with regular staff events
- Ongoing healthy workplace initiatives
- 5% non-contributory employer pension scheme
- 25 days holiday plus bank holidays

Applications from overseas candidates will only be considered if they already have a valid UK work visa.