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Digital Customer Support

3 months ago

Middlewich, United Kingdom InHealth Group Full time

Job summary

Joining us as a Digital Customer Support means being on the frontline of customer support, a pivotal role in shaping perceptions of our IT services as helpful, informative, supportive, and customer-focused. This role holds great significance, and your contribution will impact the overall satisfaction of our diverse clientele. Strong customer-facing skills are essential for success in this position, and a comprehensive understanding of computer technologies and systems will undoubtedly enhance our ability to serve customers effectively.

Main duties of the job

Collaborate closely with internal digital escalation teams, including senior members of the department, to address a diverse range of incidents and requests within a dynamic and expanding medical diagnostic company. Your responsibilities will primarily involve responding to inbound customer inquiries, meticulously logging and prioritizing incidents and request tickets, and escalating to colleagues in the broader department when deeper technical expertise is necessary. In essence, your role entails:

About us

InHealth is the UKs 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 4 million people in their healthcare journeys, the majority of these are NHS patients and service users.

As a people-focused organisation, our teams are integral in how we deliver our services and our values of Trust, Passion, Care and Fresh Thinking underpin everything we do, influencing the way we interact with patients, customers, and colleagues.

Our mission is to be the preferred provider of high-quality diagnostics and healthcare solutions in hospitals and in accessible community settings, serving 5 million patients from 1,000 locations by 2025.

Job description

Job responsibilities

Role: Digital Customer Support Location:  Middlewich/Hybrid Salary: £22, - £23,000

InHealth is a leading provider of top-notch imaging, screening, and diagnostic services, catering to the NHS, private patients, and corporate clients nationwide. Our state-of-the-art facilities, spanning 850 locations, welcomed over 4 million people last year, and our commitment to excellence continues to propel our success. We take immense pride in improving healthcare experiences for all our patients and service users.

Joining us as a Digital Customer Support means being on the frontline of customer support, a pivotal role in shaping perceptions of our IT services as helpful, informative, supportive, and customer-focused. This role holds great significance, and your contribution will impact the overall satisfaction of our diverse clientele. Strong customer-facing skills are essential for success in this position, and a comprehensive understanding of computer technologies and systems will undoubtedly enhance our ability to serve customers effectively.

This is a full-time permanent position, working Monday-Friday during office hours.

What you will do:

Collaborate closely with internal digital escalation teams, including senior members of the department, to address a diverse range of incidents and requests within a dynamic and expanding medical diagnostic company. Your responsibilities will primarily involve responding to inbound customer inquiries, meticulously logging and prioritizing incidents and request tickets, and escalating to colleagues in the broader department when deeper technical expertise is necessary. In essence, your role entails:

Managing customer queries via telephone, email, and various channels, documenting problem details in our ServiceDesk/management systems. Independently resolving customer issues within your technical capability, adhering to our standard patterns of fixes and responses to known problems and issues. Collaborating with ServiceDesk colleagues to ensure customer problems are systematically addressed, fostering a team approach to effectively manage incident and request backlogs. Undertaking improvement tasks assigned by the ServiceDesk manager and/or supervisors, collectively enhancing our responsiveness, effectiveness, and the quality of support services. Assisting colleagues with technical information requests and providing relevant customer context to facilitate quick and effective problem resolution. Regularly monitoring workload and priorities, ensuring that the most critical tickets receive prompt attention, and no customer priority requests are left unanswered.

About you:

Of course, we do not expect you to know everything, and in that regard, you will be well supported by our wider technical teams who collectively have very deep specialist knowledge, and years of experience to help you succeed.

Proven experience in a service/support role catering to customer needs, showcasing adept customer-facing interactions. Demonstrated ability to generate high-quality written notes Track record of effectively managing competing workloads and priorities, showcasing an efficient approach to achieving results. Possessing foundational competence in various digital matters is advantageous but not essential. As a member of InHealth, working in a company dedicated to improving healthcare, we consider it a privilege to uphold a set of qualities that align with our corporate ethos. We anticipate that individuals working here will embody the following: Committed to enhancing healthcare experiences for all. Maintains very high standards. Strives for self-improvement in all endeavors. Demonstrates honesty and openness. Collaborates and cooperates effectively with others. Possesses confidence and assurance without arrogance. Exercises measured judgments and decision-making. Respects the views of others.

We welcome individuals who resonate with these qualities to join us in our mission to make a positive impact on healthcare.

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