Service Desk Co-Ordinator

Job summary

As part of a team of Service Desk Co-Ordinators, you will oversee your teams day-to-day operations, coaching members to effectively address a variety of user inquiries.

Your primary focus will be delivering exceptional customer service and fostering a customer-centric culture within the team. You will ensure your team is proficient with service desk tools and software, while continuously driving service improvements.

You will also be responsible for maintaining appropriate staffing levels, developing skills, and motivating team members to provide consistent, high-quality support services.

Main duties of the job

• Manage and oversee the delivery of service desk processes
• Ensure accurate and timely resolution of incidents and requests in line with SLA targets
• Handle customer escalations professionally and efficiently
• Conduct monthly 1:1 meetings to support and coach team members, ensuring they meet KPIs and development goals
• Recruit, onboard, and train new team members
• Actively promote excellent customer service across all front-line service delivery, continuously seeking ways to enhance customer experience and satisfaction
• Manage daily activities and performance of the team
• Ensure all targets and performance standards are met
• Support ongoing team development
• Collaborate with other teams to improve overall service delivery

About us

At NECS we are very proud to be part of the NHS England family. We are one of the very few truly customer-owned entities within the NHS. We have grown from our roots in the North East to be an NHS business with customers the length and breadth of the UK and further abroad. Our customer base has diversified significantly over this period, and we are now very pleased to be serving NHS providers as well as commissioners, NHSE regions, Local Authorities, General Practices and national NHSE Directorates.

NECS combines specialist skills and expertise with scale and resilience to achieve required results. We combine core NHS values with a sharp focus on customer care and a relentless pursuit of continuous improvement. We very much see ourselves as a key partner in the future success of the healthcare system and we take our share of the responsibility for shaping effective delivery.

Our people are the heart of our organisation. We strive to ensure they feel trusted, valued and empowered. Were passionate about nurturing and developing people. When you join us, we want you to grow, and we offer many opportunities for you to do that as well as an excellent benefits package including generous holidays and pension plus free car parking and access to NHS discounts.