Senior Customer Operations Co-ordinator

7 months ago

Winsford, United Kingdom InHealth Full time

**This is a full time position of 37.5 hours per week paying £26,000 and is a Hybrid role of both office and home working**

**Working Hours: 37.5 Hours per week, Monday - Friday.**

InHealth Intelligence is part of the InHealth Group which is the UK’s largest specialist provider of diagnostic and healthcare solutions. Our aim is to make healthcare better for patients by working collaboratively with the NHS to deliver a range of high-quality tests, scans, assessments and procedures. In the last year, we have supported more than 3 million people in their healthcare journeys, the majority of these are NHS patients and service users

InHealth Intelligence (part of the InHealth Group) is a leading provider of bespoke software, analytics, and managed solutions to the NHS as well as major provider of the DES (Diabetic Eye Screening) Service and CHIS (Childs Health Immunisation Services) under NHS contract.

**What you will do**:
As a Customer Operations Senior Co-ordinator, you will be expected to build excellent working relationships with the Customer Operations Management Team, all Customer Operations team members, GP Practices, and relevant stakeholders to ensure the Customer Operations team delivers the required customer service levels.

You will play a pivotal role in how we support our Programmes and GP Practices and be an escalation point for Customer Operations Co-ordinators and communicate with people of all levels. You will be expected to lead and undertake complex administrative tasks and provide support and training to GP Practice staff and internal colleagues. You will be expected to provide support, training and mentoring to new team members and less experienced colleagues. You will participate in business projects, working with and managing, key stakeholders and departments expectations.

**What you are responsible for**:

- Supporting the Customer Operations Deputy Managers.
- Acting as a support and escalation point to the team.
- Supporting the administration of the GP2DRS Process, ensuring a comprehensive knowledge and understanding of the processes.
- Leading and undertaking the ETL Process, maintaining Data Export Scripts, relevant logs, and identifying and escalating issues.
- Provide training to GP Practice staff and internal colleagues on the use of all our systems.
- Become an expert level user of Spectra PM (HI Hub), advising on potential improvements to IHI’s software and systems, proposing enhancements to the functionality and specify requirements of any development required.
- Supporting with the induction of new staff and ongoing training and support of staff within the department.
- Assisting with KPI’s & Service Delivery Reporting.
- Contribute to the development of standard operating procedures and best practices.
- Support the department with roll out of software systems and processes.
- Undertake remote data extracts for our customers.
- Maintain accurate data on internal systems.
- Assist with the management of the Customer Operations Service Desk and allocation of workload.
- Respond to and administer queries via the Customer Operations Service Desk, within agreed service level agreement targets.

**What people see in you**:

- A team player who is supportive, reliable, and trustworthy, who creates a positive atmosphere.
- A person who is customer focused.
- Able to organise, prioritise and be flexible in approach to workloads.
- A person who is proactive and uses own initiative.
- Able to demonstrate attention to detail and accuracy.
- Ability to work under pressure, stay calm in challenging situations and meet short deadlines.
- A person with excellent time management skills.
- A great communicator at all levels as well as excellent written and verbal communication skills.
- Assertive, confident, understanding, and self-motivated.

**You have experience of**:

- Extensive customer service experience in a fast-paced team environment
- Dealing with customers and/or patients and know how to manage their queries effectively and sensitively.
- Complex administrative tasks and duties
- Intermediate/Advanced knowledge and experience of using Microsoft and other IT Packages
- Training, mentoring, and supporting others.
- Strategic thinking - ability to anticipate and resolve problems before they arise.

**What can InHealth offer you?**

We offer a fantastic benefits package, which is available through a mobile-enabled rewards platform, called InJoy. This is your place to access thousands of offers and discounts on a wide range of products and services relating to: fashion, travel, eating out, technology, leisure and more

**In addition to this, we also offer**:

- 25 days annual leave (plus bank holidays)
- Company contribution pension scheme
- Private medical insurance options
- Hybrid and flexible working opportunities
- Fantastic learning and development opportunities
- 24/7 access to a dedicated well-being hub and an Employee Assistance Programme
- Monthly award program

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