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Support Operations Lead - Healthcare
Location: Central London (in office)
Salary: £60k-£70k + On-call Allowance + Benefits
Are you an experienced technical support professional looking to take the next step into an operational leadership role?
We're recruiting on behalf of an innovative healthcare technology organisation which specialises in Primary Care software. Due to continued growth, they're looking for a Support Operations Lead to help shape and develop a high-performing customer support function.
This is an excellent opportunity for someone who enjoys solving complex technical issues in a healthcare environment whilst also influencing how a support team operates and develops.
The Opportunity
As the senior technical escalation point, you'll work across customer support, product and engineering teams to resolve challenging issues, improve service delivery and help drive continuous improvement.
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This is not an IT support position. This is a role in which you'll provide support to clinical end users who use this software.
You'll also play a key role in developing colleagues, refining operational processes and ensuring customers receive an outstanding experience throughout their journey.
- Coordinating the response to high-priority customer issues
- Mentoring team members
- Analysing recurring trends
- Helping shape future product improvements
What You'll Be Doing
- Managing complex customer issues through to resolution (typically level 3 issues)
- Acting as the senior point of escalation for operational and technical queries.
- Working closely with internal technical teams to improve products and customer outcomes.
- Identifying trends and recurring issues to improve overall service performance.
- Supporting incident response activities when required.
- Coaching and developing members of the wider support team.
- Improving internal processes, documentation and operational standards.
- Helping create a culture of continuous improvement across the customer operations function.
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About You
You'll have experience working within a technical support, service delivery or customer operations environment in a Healthcare environment and enjoy balancing technical problem solving with people development.
We're particularly interested in candidates who have:
- Experience handling complex customer or technical issues in Primary Care or Secondary Care settings
- A strong understanding of clinical solutions such as ePMA/Pharmacy, PACS, LIMS etc.
- Strong analytical and troubleshooting abilities.
- A passion for improving customer experience.
- Experience mentoring or supporting colleagues.
Apply now.
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