Support and Managed Service Manager

at  Cegedim

We’re a leading EDI business solutions tech. co based in brand new state of the art offices in Chorley, right next to Buckshaw Parkway train station. Part of a wider European group, we are currently looking to recruit an experienced Support and Managed Service Manager to lead a number of internal teams, fostering a collaborative and high-performance environment to ensure the delivery of top-tier customer support and success. This hands-on strategic role will see you focused on ensuring exceptional service excellence, maximising client satisfaction and value by helping us fully leverage our services continuously.

• Lead, manage, and coach a team of customer support engineers and managed service technicians.
• Foster a collaborative and high-performance environment through effective mentorship, coaching and guidance.
• Ensure the team delivers support and onboarding activities within agreed timescales by overseeing resource allocation.
• Prepare comprehensive reports to provide business intelligence on department status, identifying areas for improvement and key focus points for the team and the Head of Customer Experience.
• Monitor key performance indicators (KPIs) such as service level agreements (SLAs), the number of onboarded trading partners, and customer satisfaction, taking corrective actions as necessary.
• Resolve escalated customer issues, complaints, and concerns, coordinating with management, team members, and stakeholders as necessary. Lead resolution efforts for major incidents, ensuring they are addressed quickly and effectively.
• Develop and maintain positive relationships with key customers to ensure their satisfaction with the services received. Identify potential risks for key customers and implement mitigating actions to prevent issues.