Customer Operations Executive

We are looking for someone to join our Customer Operations team as a Customer Operations Executive, assisted by the Senior Customer Operations Executive, Head of Customer Operations, and colleagues, to work across all core areas of the business, providing a solid understanding of our business.

The successful candidate will specialise in delivering customer support, including analytics and data management & processing, with the aim of delivering exceptional customer services to our NHS hospital customers.

This role is a great foundation in which to develop skills and capability, whilst learning the different aspects of the business.

Responsibilities

Customer Service & Support

● Provide exceptional customer service and support to our NHS customers

● Respond to, prioritise and effectively triage customer issues and requests as they arise via various communication channels e.g. Helpdesk support requests, emails, live chat, phone calls

● Effective management of the customer helpdesk, prioritising the customer experience at every interaction and escalating when necessary

● Provide customer support for our core application the AdviseInc Platform, supporting bolt-on modules and other ad-hoc applications

● Understand the different 'pain' points for customers that our applications are there to solve and enjoy helping customers work through any problems

● Provide customer feedback to the Engineering and Insights teams to support improvements of our applications/AdviseInc Platform

● Train our customers on the Adviseinc Platform - deliver virtual customer training of the AdviseInc Platform in 1 to 1 sessions or small groups

Data Quality & Management

● Carry out weekly data quality and management/processing checks for our core applications and ensure only high quality data is submitted

● Work with customers to improve the quality of the data where it is not up to standard

● Administration of 3rd party operations apps e.g. Helpdesk, CRM and other supporting platforms

● Support the Insights and Engineering team with data analytics/data sets

Other

● Be on the front foot to make improvements to ensure the smooth operation of the business - monitor for problems, owning and taking immediate action, and escalating when required

● Support Directors and other teams with ad hoc admin requests and other business projects