Customer Service Support Manager

DiverseJobsMatter; Plymouth; Remote; GBP 35,000 - 55,000; Full time

Job summary

A leading organization in healthcare software solutions is seeking a Customer Support Manager to lead their Application Support team. This role involves ensuring a high-level of service quality, coaching staff, and continuously improving processes. The ideal candidate will be a hands-on leader with strong communication skills and proven leadership in customer-centric environments.

Benefits

25 days annual leave plus bank holidays

Additional 5 personal leave days

£325 annual Lifestyle Reward

Comprehensive UK employee benefits package

Qualifications

• Proven leadership experience in customer service or application support roles.
• Strong people management capabilities.
• Proficiency in Microsoft Office tools.

Responsibilities

• Lead and manage the Application Support team.
• Act as an escalation point for complex issues.
• Monitor KPIs and service desk metrics.

Skills

Leadership

Communication

Customer-focused mindset

People management

Process improvement

Tools

Microsoft Office

Job description

Customer Support Manager

Location: Remote (UK-based, occasional on-site visits may be required)

Employment Type: Full-time, Permanent

Salary: Competitive

Overview

Our client is recruiting a Customer Support Manager to lead their Application Support team in delivering high-quality service to users across the healthcare sector. This role is ideal for a hands-on leader with a strong customer focus, excellent communication skills, and a track record in service management and team development.

Key Responsibilities

• Lead and manage the Application Support team, prioritising workloads and ensuring SLA adherence
• Act as an escalation point for complex or high-impact issues
• Monitor KPIs and service desk metrics, reporting on performance and customer satisfaction
• Promote a customer-centric culture rooted in professionalism and accountability
• Identify and implement process improvements, including automation and monitoring strategies
• Oversee onboarding and training for new support staff, fostering a culture of knowledge sharing

Required Skills and Experience

• Proven leadership experience in customer service or application support roles
• Strong people management capabilities including coaching and conflict resolution
• Excellent written and verbal communication, both technical and non-technical
• Ability to assess service performance data and apply insights to drive improvements
• Customer-focused mindset with a strong commitment to service quality
• Ability to manage multiple priorities in a fast-paced environment
• Proficiency in Microsoft Office tools (Outlook, Excel, Word)

Desirable Skills

• Familiarity with SQL and database platforms (e.g., Oracle, SQL Server, PostgreSQL)
• Experience in regulated or quality-assured environments
• Understanding of cloud platforms (e.g., Microsoft Azure) or web-based infrastructure
• Knowledge of NHS or UK Government systems and standards
• Experience with Electronic Patient Record (EPR) systems

About the Organisation

Our client is part of a global software group operating in the healthcare sector, delivering mission-critical software solutions to clients worldwide. They are a subsidiary of a leading software conglomerate, focused on acquiring, strengthening, and growing software businesses for long-term success.

Benefits

• 25 days annual leave plus bank holidays
• Additional 5 personal leave days
• £325 annual Lifestyle Reward (pro rata)
• Comprehensive UK employee benefits package

Application Process

The selection process may include interviews, written tasks, assessments, or presentations. Reasonable adjustments are available throughout the recruitment process to support an inclusive candidate experience.