Support Manager - £2.5k incentive

NHS; Newcastle upon Tyne; On-site; GBP 80,000 - 100,000; Full time

Job summary

A healthcare service provider is searching for a Digital Support Manager to lead a customer-focused digital support team in Newcastle upon Tyne. The successful candidate will manage multiple locations, ensure high service levels, and develop a proactive customer service ethos. This role requires strong leadership, extensive experience in digital services, and proficiency in Microsoft Technologies. An attractive welcome bonus is included for this fulfilling position.

Benefits

£2.5K welcome bonus

Good rate of pay and pension

Range of discounts

Health and wellbeing support

Qualifications

• Experience in managing innovative digital customer service support teams across multiple locations.
• Experience in creating service and operational level agreements.
• Experience of building relationships with diverse stakeholders.

Responsibilities

• Manage a customer focused digital support team.
• Develop a culture for continual service improvement.
• Ensure stringent service levels are maintained.

Skills

People management

Excellent communication

Analytical skills

Organizational skills

Microsoft Technologies

Education

Digital/IT degree or equivalent

ITIL Qualification or equivalent experience

Job description

Due to retirement, we are looking for a motivated and dynamic person to join our team, helping us provide a wide range of digital services to NTW Solutions.

You will be required to manage a customer focused digital support team, providing a flexible and responsive support service to NTW Solutions and its partners, across a large geographical area.

You will continue the development of a proactive customer service ethos across the department, ensuring that stringent service levels are maintained and that end users receive a high-quality service.

Main duties of the job

The successful candidate will have:

• Experience in managing innovative and responsive digital customer service support teams across multiple locations.
• Experience in the development, monitoring and reporting of service delivery against service level agreements.
• Experience in the leadership and management of teams in line with organisational strategy.
• People management and leadership skills with an ability to motivate and control a large multi-skilled team and manage change.
• Excellent skills in the user of Microsoft Technologies with an ability to support technical staff in the resolution of problems.
• Knowledge of customer focussed support services, contact centres and support models including self-service.
• Experience of building strong and effective relationships with diverse stakeholders.

About us

NTW Solutions is proud to provide services to the NHS. We keep hospitals clean and patients fed and we keep buildings running and grounds tidy. Our digital teams support the vital systems the NHS relies on, our pharmacy team ensures patients get the medicine they need, and our workforce team recruits people onto the frontline. We transcribe thousands of important medical letters, provide a lease car service to keep people on the move, and ensure suppliers are paid on time.

We provide a wide range of benefits including a good rate of pay and pension and an extensive range of discounts. We care about health and wellbeing and offer a range of support for the people who work here.

We believe everyone has potential and welcome applications from people from a culturally diverse background, those who are LGBTQ+, people with disabilities, anyone who is unemployed or has been out of work for a period of time, or those who have served in our armed forces.

We were set up by CNTW NHS Foundation Trust to provide support services. As a limited company we have built a commercial ethos onto our NHS values and now provide our services to other NHS organisations and beyond.

We make a difference and working here is fulfilling and rewarding. Our social purpose is also driving our plans to become net zero and to tackle discrimination and champion equality. Working here means joining a friendly bunch of people dedicated to supporting better care.

Job responsibilities

The Digital Support Manager is a varied job, and we are seeking a candidate with a passion for continual service improvement and developing a culture that improves effectiveness and quality of our support service.

If you have an eye for detail, strong communication and analytical skills, in depth knowledge of Microsoft Technologies this could be the post for you!

Please refer to the Job Description itself for a wider overview of the role.

This vacancy includes an attractive £2.5K welcome bonus* - a rewarding welcome for a rewarding career.

*Terms and conditions apply: Specifics to be discussed at interview.

Please note that all jobs will be appointed on the NTW Solutions Limited terms and conditions (not NHS/A4C terms).

If you currently work for NTW Solutions on AfC terms and conditions, you will be given the choice to retain these or move onto NTW Solutions terms and conditions. Please note that the above advertised salary will not apply if you choose to remain on AfC.

Anyone currently paying into the NHS Pension scheme will be able to retain this.

Person Specification

Experience

• Experience in managing innovative and responsive digital customer service support teams across multiple locations
• Experience in the creation of service and operational level agreements
• Experience in monitoring and reporting on service delivery against service level agreements
• Experience of building strong and effective relationships with diverse stakeholders
• Experience of working within digital services in a healthcare setting
• Experience in managing customer relationships and assessment of services provided through analytics
• Experience in the leadership and management of teams in line with organisational strategy

Skills and Knowledge

• People management and leadership skills with an ability to motivate and control a large multi-skilled team and manage change
• Excellent communication and presentation skills with an ability to engage with all levels of staff and partners
• Excellent analytical skills used to inform business decisions
• Excellent organisational and negotiation skills and ability to work unsupervised, self-directed and to set and attain goals
• Excellent skills in the user of Microsoft Technologies with an ability to support technical staff in the resolution of problems
• Knowledge of supporting large corporate solutions with large number of users
• Knowledge of customer focussed support services, contact centres and support models including self-service
• Development of polices and strategic plans, with an understanding of the interdependencies and impact across the organisation
• Knowledge of Programme and Project management principles and methodologies
• Knowledge of a wide range of NHS functions and disciplines and systems
• Knowledge of core and cloud technologies and the systems employed within the Trust

Education and Qualifications

• A Digital/IT degree or equivalent related subject or with equivalent substantial experience in Information Technology disciplines
• Demonstrable evidence of extensive continuing professional development
• ITIL Qualification or equivalent experience of delivering customer focussed digital services
• Management training/qualifications or experience

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.