Head of Support
About ReStart
ReStart is a healthcare services organisation with a singular focus on delivering exceptional solutions and services to the NHS and healthcare system providers. Due to an exciting period of growth at ReStart we are looking to expand our team. Our team is composed of professionals who bring extensive experience within the NHS, ensuring that our solutions are tailored to meet the unique needs of the healthcare sector.
Our deep understanding of the NHS, combined with our commitment to improving patient care, positions us as a trusted partner for healthcare providers. At ReStart, we’re not just providing services - we’re reshaping healthcare delivery for the better.
The Candidate
ReStart is excited to announce a new opening for a Head of Support in our expanding Support department. The Head of Support is a leadership role responsible for managing and optimising the support function. This individual will lead a team of support professionals, drive process improvements, and ensure timely resolution of customer issues. The role involves ensuring our support practices continue to be aligned to ITIL and other industry standards.
Roles and Responsibilities
Designing Support Model
- Develop and implement a robust support model aligned with ITIL best practices.
- Define support tiers, incident management processes, and escalation procedures.
- Ensure efficient resource allocation to handle different types of support requests.
Service Management Reporting
- Establish and maintain reporting mechanisms for tracking support metrics.
- Analyse data related to case volume, response times, resolution rates, and customer satisfaction.
- Provide regular reports to senior management, identifying trends and areas for improvement.
Team Leadership
- Lead and motivate the support team to achieve performance goals.
- Set clear objectives, monitor progress, and provide coaching and feedback.
- Foster a positive work environment that encourages collaboration and continuous learning.
Customer Issue Resolution
- Oversee the timely resolution of customer inquiries, incidents, and technical issues.
- Collaborate with cross-functional teams (development, product, and QA) to address complex problems.
- Ensure adherence to service-level agreements (SLAs) and prioritize critical issues.
Process Optimisation
- Continuously improve support processes to enhance efficiency and effectiveness.
- Implement automation where possible to streamline repetitive tasks.
- Identify bottlenecks and recommend process enhancements.
Quality Assurance
- Monitor the quality of support interactions (phone, email, chat) to maintain high standards.
- Conduct periodic audits of support cases and provide feedback to team members.
- Implement quality improvement initiatives.
Stakeholder Communication:
- Collaborate with other departments (product management, development, project delivery & sales) to address customer needs.
- Communicate trends, customer feedback, and critical issues to relevant stakeholders.
- Act as a bridge between technical teams and end-users.
Risk Management
- Identify potential risks related to support operations and take preventive measures.
- Mitigate escalations and handle sensitive customer situations diplomatically.
- Ensure compliance with data privacy regulations and security protocols.
Continuous Learning and Development
- Stay updated on industry trends, software updates, and emerging technologies.
- Encourage professional growth within the support team through training and certifications.
Strategic Planning
- Contribute to the overall business strategy by providing insights from the support perspective.
- Participate in long-term planning, budgeting, and resource allocation discussions.
Experience and Qualifications
- Proven experience in leading a support team in a Healthcare IT business.
- ITIL certified.
- Experience of dealing with customers at a senior level.
- Strong leadership skills, including team management and the ability to converse with customers at an executive level.
- Excellent communication, problem-solving, and decision-making abilities.
- Passion for delivering exceptional customer experiences.
What we can offer
Join us at Restart and be part of a team dedicated to transforming healthcare through innovative data integration and technical solutions. Apply now to make a difference in the lives of patients and healthcare professionals across the NHS.
Benefits include:
- Competitive salary and benefits package
- Opportunities for professional development and career advancement
- Collaborative and inclusive work environment
- Chance to make a meaningful impact on healthcare systems and patient care
Submitting your application
Please submit your CV and a supporting cover letter which outlines how you meet all the criteria within this job description. We will update you about your application at various points throughout the selection process, via automated email. Please check your spam/junk folder to make sure you have not missed any of our updates.
Location: Remote working with regular 6 weekly travel to our Exeter offices.
Reference ID: Head of Support April 2024
Application deadline
This vacancy will be closed when the required number of successful candidates have been found.
Company Statement
- You must have the right to live and work in the United Kingdom to be considered for this position.
- Please refrain from contacting us regarding agency inquiries or applications. ReStart does not accept unsolicited agency applications and will not compensate any third-party agency or company unless there is a signed agreement in place with ReStart.