Senior Customer Operations Co-ordinator

4 weeks ago

Middlewich, United Kingdom InHealth Group Full time

Job summary

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.

Main duties of the job

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.

About us

InHealth Intelligence is part of the InHealth Group which 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. InHealth Intelligence 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. Working Hours: Hours per week, Monday - Friday. Our office hours are 8:30 -5:00. The position will have an agreed shift time within these hours.

Job description

Job responsibilities

Role: Senior Customer Operations Co-ordinator Location: Middlewich (upon passing 3-month probation will be permitted to work from both the office and home on a rotational basis) 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 IHIs 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 KPIs & 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. Managing and responding to queries from our NHS Customers, Programme Staff and internal colleagues via telephone and e-mail. 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 will: Be experienced in dealing with customers and/or patients and know how to handle their queries effectively and sensitively. Enjoy working and contributing to a team. Be educated to GCSE or equivalent Qualifications and/or training/experience in Customer Service. Understand the importance of patient confidentiality and be aware of data protection. Have excellent verbal and written communication skills. Maintain and ensure observation of robust internal quality assurance measures to meet national standards. Have responsibility for the health, safety and welfare of self and others and to always comply with the requirements of health and safety regulations. Following suitable preparation, be prepared to undertake new skills/procedures, relevant to the business needs and in accordance with policy. 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. Person Specification

Qualifications

Essential