Customer Resolution Officer

1 month ago

London, United Kingdom NHS Digital Full time

About the role

Since 2019 the NHS App has been acting as the front door to NHS primary care services, with the significant digital growth over the past year, there has been a large demand for the customers of the app to be supported, in many instances the NHS App is their first attempt to navigate their health online.

The NHS App Customer Resolution Team is unique in the way that it seeks to support Citizens, GPs, Primary Care providers and systems providers across multiple channels and going the extra mile to ensure that all stakeholders are informed, supported and happy with the national offering. This team is both public and system facing.

As a Customer Resolution Officer, the post holder will work as part of a dynamic team in delivering an effective service supporting managers and staff across the whole of Primary Care Sector, members of the public and make a real difference to how digital systems in the NHS are received.

You will be responsible for the daily management of all inbound and outbound customer escalations that require a high degree of analysis, drawing on your experience to triage, respond and work with internal teams to resolve.

You will have experience in being able to fault find across different systems and vendors until you have reached the correct outcome and be confident on the telephone to frequently call users and vendors to resolve issues. You will be expected to manage an issue from report to closure and work with SLAs to manage your time effectively.

In addition to this you will:

Be responsible for ensuring service levels and KPIs are met for a service used by millions of users Manage the flow of requests for information, help and reply to user feedback, acting as final escalation point Resolve public facing incidents and requests Use your experience to work empathically for users to obtain the best outcomes, acting as a navigator for the many NHS systems that have been brought together Act as final point of contact for 1st line teams to ask questions or work with line management to produce answers in line with corporate standards Act as subject matter experts on NHS digital channels on complex issues and resolutions, including how GP systems interact with the NHS App

In particular the post holder will:

Work with teams to ensure that the portfolio of tasks/projects is planned, managed and delivered effectively Ensure accurate and open communication and co-ordination with a range of organisations and individuals, researching and drafting correspondence and papers and ensuring the management of specific tasks, reporting and analysis across a range of specialties, functions and projects Be a key member of the team as well as providing effective communication and stakeholder management, both internally and externally Ensure the end users are getting the best experience and assist with the continuous improvement of the service provided

About you

Some of the skills and experience we're looking for: Experience of working as a subject matter expert for complex cases, validation or onboarding issues and resolving accordingly Experience Stakeholder/Supplier Management, with a proven capability to comprehend the needs of both internal and external stakeholders and prioritise their concerns in decision-making. Building trust to foster positive working relationships. Skilled in Incident Management, adhering to established procedures to identify, register, and categorise incidents. Collating information for incident resolution and allocate incidents as necessary. Update incident via the ITSM toolset and notify relevant parties of actions taken. Able to undertake complex and detailed information analysis of specific projects/reports requiring high levels of concentration.  Experience of managing trends (identify, report and treat) of issues for users, provide trend analysis and be responsible for producing relevant reports for senior stakeholders, national boards, supporting teams to make the right decision.  Colleagues with a contractual office base are expected to spend, on average, at least 40% of their time working in-person.

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