Job Specifications
Company Description
Come join us and make a difference in the world!
Discover more at www.necsws.com
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Job Description
Please note, role can be remote or Hybrid, subject to location.
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
Qualifications
Skills And Experience
We would expect strong candidates to have the following:
Demonstrable experience in a similar customer support/service role
Degree desirable but not essential - ideally in a healthcare / science background
Excellent customer service and relationship management skills
Proficient in using Excel (Google Sheets) - basic formulas, pivot tables, vlookups
Technical, detail-oriented, comfortable - and enjoys - handling datas
Excellent written and verbal communication skills
Strong collaboration skills, able to work effectively with cross-functional teams
Genuine interest in NHS/health and saving the NHS money
Your personal qualities
Love working with customers - helpful, proactive, good listener, problem solver
Personable, positive and enthusiastic
Acts with integrity and honesty
Flexible and happy to turn your hand to anything
Able to multitask and prioritise
Willing to learn, take on feedback and happy to try out new ways of working or thinking from others
Thrive on working at pace and you value and deliver high quality work
Curious and inquisitive - asks questions, wants to know more
Self starter and able to work independently and or with remote/distributed teams
Additional Information
Additional Information
We pride ourselves in offering an excellent benefits package, including an above average pension scheme. When you join the team at NEC Software Solutions, you are provided with the following:
Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)
25 days paid holiday with the option to buy/sell (FTE)
4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%
A selection of flexible benefits to suit your individual needs
All colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects. Learn about what you like, when you like, how you like.
Other Information
Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.
All offers are subject to satisfactory vetting, references and occupational health checks.
Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required.
NEC Software Solutions is an equal opportunities employer, welcoming applicatio
About the Company
Innovation when it matters most. We build software and services that help keep people safer, healthier, and better connected worldwide.
Our customers are national governments and international health bodies. They're also police forces, emergency services, local authorities, and housing providers, all working to prevent harm and provide the right support. Our software and services get them great outcomes.
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