Ccim Case Assistant

3 weeks ago

London, United Kingdom Department of Health and Social Care Full time

**Details**:
**Reference number**:

- 303869**Salary**:

- £30,366- National: 30366 London: 34192- A Civil Service Pension with an average employer contribution of 27%**Job grade**:

- Higher Executive Officer**Contract type**:

- Fixed Term
- Loan
- Secondment**Length of employment**:

- 12 months**Business area**:

- DHSC - Global Health**Type of role**:

- Operational Delivery**Working pattern**:

- Flexible working, Full-time, Job share, Part-time**Number of jobs available**:

- 1Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Leeds, LondonAbout the job

**Job summary**:
In DHSC, we are proud of our purpose - to enable everyone to live more independent, healthier lives for longer. To achieve this, and create a great place to work, we have four values: we are inclusive, we constantly improve, we challenge, and we are agile. If this sounds like an environment you’d like to work in, we’d love to hear from you.

If you like being at the heart of things, working on some of the most important issues effecting people across the UK, then working in the National Supply Disruption Response (NSDR) is the right place for you. Our team acts as a single point of contact when a provider, supplier or research body has exhausted all other options available to them to maintain supply of medical products. We are a UK-wide service working closely with the NHS and national governments of Scotland, Wales, Northern Ireland and the Crown Dependencies.

**Job description**:
The CCIM Case Assistant role sits within the NSDR’s Complex Case Investigation and Management (CCIM) team, which is a customer-facing operational team. The team manages a 0800 national supply incident helpline and responds to notifications of medical product shortages from product suppliers, NHS Trusts, social care providers and other health and care partners from across the UK. Working with other UK delivery partners, the team actively logs, investigates, and resolves supply disruptions, including arranging emergency freight solutions via the NSDR’s Freight Desk.

CCIM Case Assistants manage their own caseloads, carrying out in-depth investigations, problem solving and supporting in the resolution of complex disruptions. The post holder requires strong interpersonal skills with the ability to work with a variety of stakeholders from clinical colleagues, supply companies and supply chain experts. The role holder should have the ability to deal with multiple day to day customer and case management responsibilities whilst maintaining quality standards.

**Person specification**:
**Role and responsibilities**:

- Deliver a high-quality service, by responding promptly to supply disruptions raised by a variety of stakeholders and manage these through to successful resolution.
- Be responsible for investigating supply disruptions to establish the cause and identify solutions, providing prompt resolution and recommendations, identifying when escalation is required and managing a caseload through to closure.
- Quickly establish information through strong questioning technique to identify the correct response pathway.
- Be organised, with the ability to manage own workload, prioritise and work to deadlines.
- Work with internal and external stakeholders and NSDR colleagues to ensure information flows to support successful case resolution.
- Represent the NSDR in corporate groups across the Supply Resilience Directorate, ensuring information and knowledge is shared in a timely manner.
- Ensure accurate and sustained record management; within the case management system and shared outlook inbox.
- Provide support across the team; from call-handling to a variety of tasks to assist the senior team as well as ad-hoc duties across the wider Directorate.

**Key skills and experience required for the role**:

- Excellent and proven customer service skills, communicate effectively with NHS and Social Care Providers, medical product suppliers, health regulators, health family ALBs, logistics providers and DHSC workstreams.
- Strong administrative skills and experience, problem solving ability, and a high level of accuracy when completing tasks.
- Strong problem-solving skills and questioning techniques, to identify root cause of an issue and understand it fully.
- Able to work at pace with excellent organisational skills; a good multi-tasker that can prioritise effectively to manage workload in demanding situations.
- Excellent written and oral communication skills with sensitivity and understanding, and the ability to confidently engage with stakeholders to make outputs easy to follow and to understand.
- Good team player with the ability to build and maintain effective relationships with key stakeholders and team members.
- Proficient in Microsoft Word, PowerPoint, Excel, Outlook, and Teams (with additional training available to further knowledge of these programmes).

**Behaviours**:
We'll assess you against these behaviours duri

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