Job Advert
Customer Experience Manager (Digital Directorate - Service Co-Ordination)
The Digital Directorate have run an extremely successful and efficient IT Service Desk for many years. We pride ourselves on excellent customer service and supporting our colleagues to ensure smooth delivery of services.
As a Customer Experience Manager, you will oversee the operation of the IT Service Desk and focus on improving the overall experience of customers.
You will expand on the ITIL principles we have adopted and provide strategic direction on delivery of improvements and adoption of additional ITIL processes and roles. You will be required to identify and deliver service improvement opportunities to increase and enhance customer experience.
You will plan, prioritise and delegate work to the Service Desk Manager to ensure efficient functioning of the department
The post holder will report directly to the IT Service Delivery Manager (Service Co-Ordination).
Other key elements of the role:
- Set and monitor Key Performance Indicators to meet organisational needs
- Analyse call trends
- Ensure the necessary resources and tools are available for quality customer service delivery
- Development and support the Service Management Software
- Deputise for the Service Co-Ordination Service Delivery Manager
- Ownership of existing Incident, Request and Problem Management processes
- Develop and implement customer service procedures
- Establish and operate routine system and management procedures.
NHS Tayside is committed to equality and diversity and welcomes applicants from all sections of the community.
Short-listed applicants will be contacted by email. Please check your emails regularly, including your junk/spam folder.
Closing date for receipt of completed application forms 25/05/22