Customer Support and Service Delivery Manager

4 weeks ago


Buckshaw Village, United Kingdom Cegedim Full time

Are you a customer-focused professional committed to delivering exceptional service excellence?

Job Summary

Cegedim is seeking an experienced Service Excellence Manager to lead our internal teams, fostering a collaborative and high-performance environment to ensure the delivery of top-tier customer support and success.

Key Responsibilities

  • Lead, manage, and coach a team of customer support engineers and managed service technicians.
  • Foster a collaborative and high-performance environment through effective mentorship, coaching, and guidance.
  • Ensure the team delivers support and onboarding activities within agreed timescales by overseeing resource allocation.
  • Prepare comprehensive reports to provide business intelligence on department status, identifying areas for improvement and key focus points for the team and the Head of Customer Experience.
  • Monitor key performance indicators (KPIs) such as service level agreements (SLAs), the number of onboarded trading partners, and customer satisfaction, taking corrective actions as necessary.
  • Resolve escalated customer issues, complaints, and concerns, coordinating with management, team members, and stakeholders as necessary. Lead resolution efforts for major incidents, ensuring they are addressed quickly and effectively.
  • Develop and maintain positive relationships with key customers to ensure their satisfaction with the services received. Identify potential risks for key customers and implement mitigating actions to prevent issues.

Requirements

  • Proven experience in a management role with customer success, customer support, or service desk within a software or service-oriented industry.
  • Demonstrated experience and strong leadership skills in leading, managing, and coaching teams, with a track record of fostering high-performance and collaborative environments.
  • Strong background in customer support with the ability to handle large and critical tasks effectively.
  • Proficient in leading critical tasks and managing support/onboarding backlogs efficiently.
  • Strong analytical skills to collect, interpret, and utilize data for informed decision-making and performance improvement. Experience in collecting and analyzing data to monitor performance metrics and drive continuous improvement.
  • Proven ability to develop and maintain positive relationships with key customers, ensuring high levels of satisfaction and identifying upsell opportunities.
  • History of working effectively with cross-departmental teams to achieve cohesive operations.
  • Deep commitment to customer satisfaction, with the ability to develop and maintain positive customer relationships.

About Cegedim

Cegedim is a leading EDI business solutions company based in Chorley, with a modern and open-plan office space. We offer a calm, friendly, and professional environment, with a casual dress code. Our team is committed to delivering exceptional service excellence and ensuring customer satisfaction.



  • Buckshaw Village, United Kingdom Cegedim Full time

    Are you a customer-focused professional committed to delivering exceptional service excellence?MissionCegedim is a leading EDI business solutions company, and we're looking for an experienced Service Delivery and Customer Experience Leader to join our team. As a key member of our organization, you will be responsible for leading a number of internal teams,...


  • Buckshaw Village, United Kingdom Cegedim Full time

    Are you a customer-focused professional committed to delivering exceptional service?Job SummaryCegedim is seeking an experienced Service Delivery and Support Manager to lead our internal teams, fostering a collaborative and high-performance environment to ensure the delivery of top-tier customer support and success.Key ResponsibilitiesLead, manage, and coach...


  • Buckshaw Village, United Kingdom Cegedim Full time

    Are you a customer focused Service Manager commited to delivering a market leading service? Mission We’re a leading EDI business solutions tech. cobased in brand new state of the art offices in Chorley, right next to Buckshaw Parkway train station. Partof a wider European group, we are currently looking to recruit an experiencedSupport and...


  • Buckshaw Village, United Kingdom Cegedim Full time

    About the RoleWe are seeking an experienced Support and Managed Service Manager to lead a number of internal teams, fostering a collaborative and high-performance environment to ensure the delivery of top-tier customer support and success.Duties and ResponsibilitiesLead, manage, and coach a team of customer support engineers and managed service...


  • Buckshaw Village, United Kingdom Cegedim Group Full time

    Chorley office / hybrid **Mission**: Working within our Pharmacy Software business, as a Customer Support Specialist you will provide technical support and remote/on-site training for their products and services. This includes, but not limited to; resolving technical issues and providing training as needed for our pharmacy customers; resolution of customer...


  • Buckshaw Village, United Kingdom Clarify Consultancy Ltd Full time

    Our client, a national manufacturing company is looking to recruit an enthusiastic, positive and flexible Senior Customer Service / Receptionist to cover their very busy switchboard and front desk. Responsibilities will include answering all incoming calls, forward callers to the appropriate extension, develop and maintain productivity at all times, deal...


  • Buckshaw Village, United Kingdom Churchill Support Services Full time

    **Hourly Rate: £11.60 - £17.50 dependant on Event and Role** - **Nationwide**_ We are seeking an enthusiastic and customer focused Casual Security officer to deliver service excellence. With the opportunity to work in our Communications Centre, Operations Team, Relief Officer and even our Mobile Response Team! **Are you looking to begin a journey into...

  • Sales Administrator

    6 months ago


    Buckshaw Village, United Kingdom Clarify Consultancy Ltd Full time

    Due to continuing expansion our client, a national manufacturing company is actively seeking an experienced, dedicated, and ambitious Sales Administrator to join their team. Reporting directly to the Sales Manager, responsibilities will include. - Build strong and positive relationships with clients at various levels. - Update clients on issues such as new...


  • Buckshaw Village, United Kingdom Harvester Full time

    About UsAt Harvester, we strive to create unforgettable dining experiences that bring people together. As a General Manager, you will play a pivotal role in driving our success and shaping the future of our business.Key ResponsibilitiesTrain and develop your team to deliver exceptional service and results-driven performance.Create an atmosphere where guests...


  • Buckshaw Village, United Kingdom Harvester Full time

    At Harvester, we're on the lookout for an exceptional General Manager who can help us drive business success. You'll lead a talented team, build a strong business, and strive for excellence in everything you do. As a General Manager at Harvester, you'll be part of a district of sites that are all working together to create memorable moments for our guests....

  • Owner Driver

    5 months ago


    Buckshaw Village, United Kingdom Final Step Logistcs Full time

    Job Summary: We are seeking a Self -Employed Owner Driver to join our team. As an Owner Driver, you will be responsible for transporting goods and materials efficiently and safely to various locations. This role offers independence and the opportunity to achieve high earnings if you wish to put in the hours. **Duties**: - Communicate effectively with...

  • Morning Cleaner Pr2

    5 months ago


    Buckshaw Village, United Kingdom Bidvest Noonan Full time

    **About The Role**: **Pay rate**:£11.44 **Hours**:Monday - Friday 8am till 11am **Start date**:ASAP A fantastic opportunity has arisen within Bidvest Noonan for a Cleaner who will work at our client’s prestigious site. The main purpose of the job is to support with keeping the office / washrooms / general areas in a clean and presentable condition...

  • Cleaner

    5 months ago


    Buckshaw Village, United Kingdom Bidvest Noonan Full time

    **About The Role**: **Pay rate**:£11.44 **Hours**:Monday - Friday 1pm till 4pm **Start date**:ASAP A fantastic opportunity has arisen within Bidvest Noonan for a Cleaner who will work at our client’s prestigious site. The main purpose of the job is to support with keeping the office / washrooms / general areas in a clean and presentable condition...


  • Buckshaw Village, United Kingdom Avove Full time

    **Who we are**: We design, build and maintain the UK’s utilities infrastructure to help transform local communities for the better. We provide cutting-edge and sustainable engineering solutions and play a critical role in helping to keep the water running, the lights on and people connected. We are an expert, responsible and agile partner, providing vital...

  • Sustainability Advisor

    6 months ago


    Buckshaw Village, United Kingdom Avove Full time

    Working here isn’t just a job. You can advance your career at Avove, and we’ll reward you with a range of benefits that recognise great work. We provide full training and continuous development to help you reach your potential. We strive to create an inclusive working environment where everyone can be themselves. Join us and take the next step towards a...

  • General Manager

    5 months ago


    Buckshaw Village, United Kingdom Harvester Full time

    At the Buckshaw - Harvester we recognise a good General Manager is key to our success. You’ll build a business to be proud of, help to grow your team and smash targets. You’ll be part of a district of sites that are all working towards making moments that matter, and delivering experiences that keeps our guests coming back for more. Join us at...

  • Procurement Specialist

    5 months ago


    Buckshaw Village, United Kingdom Avove Full time

    **Who we are**: Avove is a leading infrastructure services and engineering company at the heart of modern Britain designing, maintaining and transforming utility infrastructure. We design, build and maintain the UK’s utilities infrastructure to help transform local communities for the better. We are proud to work in partnership with our clients,...


  • Buckshaw Village, United Kingdom Harvester Full time

    At Harvester, we're looking for a talented General Manager to lead our team and drive business success. As a key member of our district, you'll be responsible for building a business to be proud of, growing your team, and achieving targets.Famous for our fresh rotisserie chicken and unlimited salad bar since 1983, Harvester is the nation's family favourite...


  • Buckshaw Village, United Kingdom Harvester Full time

    At Harvester, we're looking for a skilled General Manager to lead our team and drive business success. As a key member of our district, you'll be responsible for building a thriving business, growing your team, and achieving targets.As a General Manager at Harvester, you'll be part of a dynamic team that's passionate about delivering exceptional guest...


  • Pencoedtre Village, United Kingdom Lidl in Deutschland Full time

    About the RoleWe are seeking a highly motivated and customer-focused individual to join our team as a Customer Assistant at Lidl. As a key member of our store team, you will be responsible for providing exceptional customer service, maintaining a clean and organized store environment, and working collaboratively with colleagues to achieve sales targets.Key...