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Audiological Support Professional

5 months ago

Conwy, United Kingdom Boots Hearingcare Full time

Who we are

You enjoy creating and innovating. You never stop striving for better. You take responsibility and you get results. You love being part of a team. Above all, you want your work to matter: Welcome to our world At Sonova we create sense by bringing sound to life. Our innovative hearing care solutions help millions of people enjoy life’s unforgettable moments.

We offer exceptional career opportunities through market-leading brands from consumer to medical, products and services that keep pushing hearing care forward, and a culture where you can quickly belong and perform at your best.

If you want the freedom to explore, opportunities to grow, and make positive change on people lives through your work, this is the place for you.

Join Sonova. Create sense.
- Conwy, United KingdomAudiological Support Professional
- Job Role - Audiological Support ProfessionalWe have an exciting opportunity to join the Audiological Support Team at our Support Office in Llandudno as an Audiological Support Professional reporting directly to the Audiology Support Manager and leading a small team of Audiology Support Associates.
- As an Audiological Support Professional you will oversee excellence in care to our customers on a case by case basis.- Where required you will lead resolutions for higher level contacts (non-routine issues) that deliver best outcome forall parties.- You will be mindful of the best interests for customers, the business and the Boots brand.In this role you will support our governance function by looking after clinical and financial audits, CPD, reporting on incidents, analysing root causes and contributing to governance meetings.
- You will look after a small team and ensure they proactively support the business and look for efficiencies, continual improvement and are kept up to date with their KPI’s, plus manage their holidays/absences.- As Audiological Support Professional, your role will include:
- Responding to contacts from customers, HAAs and other functional areas with an efficient, polite, quality focused manner, investigating and collecting evidence, position resolutions to overcome outstanding issues, writing formally where required and proposing policy/protocol amends
- Coordinating remedies between customer, colleague and supplier as required within Boots Hearingcare & Sonovapolicy and work within delegation of authority
- Ensure that your team is up to date with KPI’s
- Sickness/holidays and absence are logged
- Supporting with collation of data for quarterly Governance report
- Creating employer access support letters, solicitor responses and medical reports as required
- Providing support for clinical, financial and CPD audits, professional body membership schemes and HCPC registration renewal cycle
- Assisting in HCPC/BHC Fitness to Practice issues
- Logging any policy updates and updating the live policies as required
- Supporting the Company with training on customer care and conflict resolution
- Representing the department at inductions

As an Audiological Support Professional, you should have:
- Excellent telephone & listening skills with a pleasant and clear telephone voice
- Ability to build empathy with clients having possible communication difficulties
- Have an excellent understanding of GDPR and Consumer Act and demonstrate compliance
- Familiar with HCPC standards and Professional Body procedures
- Initiative and a willingness to assist at all times
- Confident with IT skills, to be able to use bespoke systems and have competence with Word & Excel
- Flexible and a good team player

The working hours are 37.5 hours per week spread over 5 days Mon-Fri 9-5 based at our Support Office in Llandudno.