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Customer Support Manager

Band 8a

Main area
Band 8a
37.5 Hour per week
Job ref
Union Street
£49,047 - £56,602 P.A Inclusive HCAS.
02/01/2019 23:59

London Ambulance Service NHS Trust is the busiest emergency ambulance service in the UK with over 5,000 staff who works across a wide range of roles. Our service operates over an area of approximately 620 square miles across London based in 70 ambulance stations. 


We serve more than eight million people who live and work in the London area. Our main role is to respond to emergency 999 calls, getting medical help to patients who have serious or life-threatening injuries or illnesses as quickly as possible.


However, many of our patients have less serious illnesses or injuries, and do not need to be sent an ambulance on blue lights and sirens. Often these patients will receive more appropriate care somewhere other than at hospital and so we provide a range of care to them, recognising that many have complex problems or long-term medical conditions. We also provide clinical assessments over the phone to more callers with less serious illnesses and injuries. 


As an integral part of the NHS in London, we work closely with hospitals and other healthcare professionals, as well as with other emergency services. We are also central to planning for, and responding to, large-scale events or major incidents in the capital. 


In everything we do, we are Respectful, Professional, Innovative and Collaborative. 


Respectful - Caring for our Patients and each other with compassion and empathy. Championing quality and diversity. Acting fairly.


Professional - Acting with honesty and integrity. Aspiring to clinical, technical and managerial excellence. Leading by example. Being accountable and outcomes orientated.


Innovative - Thinking creatively. Driving value and sustainable change. Harnessing technology and new ways of working. Taking courageous decisions.


Collaborative: Listening and learning from each other. Working with partners. Being open and transparent. Building trust.




The IM&T Directorate has recently undergone some realignment of it’s internal structure to best meet the changing needs of the business.  This has led to the reorganisation of some roles and the creation of a number of new positions.


The IM&T Customer Support Manager role is one such position.  The successful candidate will play a vital part in the planning and provisioning of technology services to the trust to support front line staff and their delivery of emergency care to the public.


The successful candidate will:


  • Be accountable for the delivery of 1st and 2nd line end-user support services.


  • Own the IT Service Desk and Desk side capability (1st line) including the line management of resources.


  • Ensure interface dependencies between Customer Support and other associated processes are effective and working optimally.


  • Accountable for Trust-wide communications to all users of IM&T services.


  • Accountable for ongoing 24x7 IT service response and monitoring of business and critical services.


  • Responsible for customer satisfaction capture and reporting, ownership and development of the IT Service Management toolkit. Accountable for the creation and maintenance of IT service request catalogue.


  • Accountable for ensuring Customer Support services meet agreed service levels, legislative and regulatory compliance requirements. Accountable for the Customer Services team including the line-management of resources.


If you possess the technical ability and skills that we are looking for, care passionately about service delivery and want to play a major part in supporting the vital role of the London Ambulance Service please complete the online application form.




London Ambulance Service NHS Trust is a member of the Business Disability Forum, Business in the Community (Opportunity Now and Race for Opportunity), Stonewall and a member of Inclusive Employers


For more information on our equalities strategy, please visit our website and review our current equalities strategy.


In addition to the basic salary for all Agenda for Change posts, London Ambulance Service NHS Trust in line with the NHS Agenda for Change provides 15% or 20% High Cost Area Supplement (HCAS) dependant on the location of your role. The supplement is subject to minimum and maximum payment.


High Cost Area Supplement (HCAS) for part time employee will be based on the part time salary.


Correspondence regarding the application will be done via email to all job applicants. Ensure you provide current e-mail address on the job application form and please check your email inbox regularly.


The London Ambulance Service NHS Trust reserves the right to close adverts before the published closing date due to high volumes of applications received.


If you do not hear back from us within four weeks of the advert closing date, please assume that you have not been successful at the shortlisting stage.



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Applicant requirements

Applications from job seekers who require Tier 2 sponsorship to work in the UK are welcome and will be considered alongside all other applications. However, non-EEA candidates may not be appointed to a post if a suitably qualified, experienced and skilled EU/EEA candidate is available to take up the post as the employing body is unlikely, in these circumstances, to satisfy the resident labour market test. UK Visas and Immigration (UKVI) requires employers to complete this test to show that no suitably qualified EEA or EU worker can fill the post. For further information please visit the UKVI website. From 6 April 2017, Tier 2 skilled worker applicants, applying for entry clearance into the UK, must present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) will also be subject to this requirement. Guidance can be found here Criminal Records Checks for Overseas Applicants.

Documents to download

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Apply online now

Further details / informal visits contact

James Brade

Head of IT Service Management

If you have problems applying, contact