Job summary
The Customer Support Lead role is key to the delivery of SCR's customer support services and would be ideal for an individual with proven experience of providing IT customer support in an enterprise environment, and who would thrive on the opportunity to drive forward improvements to our services for the UK's leading cancer management software solution. We are a friendly, dedicated team and we need to grow to achieve our ambitious plans for SCR.
Main duties of the job
To lead the customer support team in the delivery of high-quality support to customers of SCR software products and related services, by using best practice techniques and processes and by the effective use of the service management application and other tools.
To take a leading role in improving the quality, efficiency and cost-effectiveness of Customer Support processes and use of the customer service tool.
About us
As an organisation, the NHS offers a wide range of benefits including flexible working, pension contributions, market leading annual leave allowance, career progression and regular conversations, not to mention our Blue Light Card and NHS exclusive discounts.
The benefits of working in Somerset include the idyllic countryside, with our areas of outstanding beauty and stunning coastlines. You will get to enjoy these perks whilst still only being a stone's throw away from bustling city centres like Bristol, Bath and Exeter and only two hours away from London.
There are excellent educational facilities in the area and, when compared to other regions, house prices are reasonable. You will experience the best of both in Somerset, the countryside and the cosmopolitan - there is truly something for everyone!
Job description
Job responsibilities
- Investigate and resolve assigned customer incidents by remotely accessing customers Live systems and / or replicating reported bugs / errors in SCRs test system as appropriate.
- From customer calls / emails, create Incident / Service Request tickets and assign them to members of the Customer Support group (including self) / other SCR teams and individuals as appropriate.
- Monitor open tickets and follow up as required to ensure service meets customer SLAs.
- Create Problem records (and bugs where appropriate) for recurring incidents, ensuring that all recurrences are linked to the problem record.
Job description
Job responsibilities
- Investigate and resolve assigned customer incidents by remotely accessing customers Live systems and / or replicating reported bugs / errors in SCRs test system as appropriate.
- From customer calls / emails, create Incident / Service Request tickets and assign them to members of the Customer Support group (including self) / other SCR teams and individuals as appropriate.
- Monitor open tickets and follow up as required to ensure service meets customer SLAs.
- Create Problem records (and bugs where appropriate) for recurring incidents, ensuring that all recurrences are linked to the problem record.
Person Specification
Qualifications and Training
Essential
- Educated to HND or A level in a computing/IT related subject or equivalent gained through relevant experience
- GCSE in English and Maths (Grade A-C)
- ITIL Foundation or equivalent gained through relevant experience
Knowledge
Essential
- Good understanding of the key elements of good Customer Service
- Good working knowledge of Windows operating systems and software applications including MS Office applications
Desirable
- Systems integration/interfacing technologies/platforms/integration engines
Experience
Essential
- Significant experience in an enterprise level IT customer (internal or external) support role
- Experience of using an ITIL based ticketing/service management tool on a daily basis.
Desirable
- Experience leading/managing teams
Communication Skills
Essential
- Able to demonstrate a good standard of English language
- Able to communicate clearly with customers, colleagues and managers, verbally or in writing
Planning and Organising
Essential
- Ability to plan a range of activities some with interdependencies
Physical Skills
Essential
- Able to travel to other work locations
Person Specification
Qualifications and Training
Essential
- Educated to HND or A level in a computing/IT related subject or equivalent gained through relevant experience
- GCSE in English and Maths (Grade A-C)
- ITIL Foundation or equivalent gained through relevant experience
Knowledge
Essential
- Good understanding of the key elements of good Customer Service
- Good working knowledge of Windows operating systems and software applications including MS Office applications
Desirable
- Systems integration/interfacing technologies/platforms/integration engines
Experience
Essential
- Significant experience in an enterprise level IT customer (internal or external) support role
- Experience of using an ITIL based ticketing/service management tool on a daily basis.
Desirable
- Experience leading/managing teams
Communication Skills
Essential
- Able to demonstrate a good standard of English language
- Able to communicate clearly with customers, colleagues and managers, verbally or in writing
Planning and Organising
Essential
- Ability to plan a range of activities some with interdependencies
Physical Skills
Essential
- Able to travel to other work locations
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
