Customer Support Team Leader Job working remotely as part of the dynamic support service team.

Our Vision and Your Impact

Our vision is to be the leading provider of innovative healthcare technology that ultimately improves people’s lives. Are you interested in becoming part of that vision working in product design?

Responsible providing essential technology to 10,000 healthcare organisations across all major UK health sectors, we are looking for a Customer Support Team Leader to join our collaborative support service function.

You will be leading a team of Customer Support Analysts that play a pivotal role providing excellent high quality customer support to our health technology end-users. You will be joining a supportive management team that engage with internal and external stakeholders to improve quality within customer support.

An exciting time to join a business that embraces new ideas and technologies; we want you to bring your knowledge and experience within managing a support service team to this highly valued function.

This Customer Support Team Leader job will be working in the Leeds office 2 days a week and the rest from home.

What you’ll do:

As a Customer Support Team Leader at EMIS, we will be looking for you to coach, mentor and develop the Customer Support Analysts in your team. You will play a key role in driving high quality customer service via the planning of your team outputs and organisation of priorities.

At EMIS, we identify reward and recognition and we want you to continue this within your team of Customer Support Analysts! We want you to identify success and commend individual and team performance.

Other key responsibilities and accountabilities will include;

• Responsible for the people management of your direct reports including 1-2-1’s, identifying development opportunities and ensuring objectives are met.
• Accountable for ensuring all customer complaints and escalations are investigated.
• Working collaboratively with peers toward the departmental goals and objectives, supporting projects when required.

Who you’ll be

We need you to have experience in managing a team of customer service advisors or support analysts. You will own excellent organisational skills in order to ensure that your support team are meeting objectives by prioritising workload.

As a forward thinking Customer Support Team Leader, you will identify areas for development with your team and deliver mentoring with the assistance of the internal coaching team. Engaging with your team, you will have experience of driving performance forward and ability to positively influence to achieve outcomes.

Technical skills we are looking for you to demonstrate include;

• Ability to engage, motivate and develop your team.
• Comfortable in having challenging conversations including following performance management framework where required.
• Excellent stakeholder management with ability to manage your own workload effectively.

What we’ll give you

A fantastic opportunity for a Senior Customer Support individual or Team Leader to join a healthtech service department that is transforming the way medical professionals work with software. You will enjoy a varied working environment where you can bolster relationships within business. As well as a competitive salary, you will also receive 25 days holiday plus excellent employer pension contribution, access to LinkedIn learning and other lifestyle discounts. To make sure you’re never out of pocket you will also join the health care cash plan that allows you to claim back medical, vision, and dental treatments, through to physio, reflexology, and much more, totalling over £2000 a year.

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