Customer Resolution Advisor

2 weeks ago


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

You will:

Manage the flow of requests for information, help and reply to user feedback Manage/resolve incidents, escalations, and complaints Use your experience to work empathically towards users to obtain the best outcomes, acting as a navigator for the many NHS systems that have been brought together Act as first point of contact for 1st line teams to ask questions Route new enquiries/incidents to the correct team to resolve and ensure teams such as service management are updated Act as onboarding point of contact for services that have integrated into NHS digital channels Ensure service levels and KPIs are met for a service supporting millions of users

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:

Provide high quality project, service, and administrative support including information and analysis Undertake reporting and analysis of information to support delivery The post holder is a key member of the team whose overarching goal is to enable, promote and support the effective use of data, information, knowledge and technology to improve, inform and support a portfolio of projects, services, and initiatives

About you

Some of he skills and experience we're looking for:

Proficient in Incident Management, quickly needs to digest incoming work, respond to and manage a queue of incoming enquiries/incidents using agreed procedures. Experience of trend analysis on tickets/incidents and reviews. Report these to the team leadership and ensure problem records are updated Experience of answering queries, escalating technical issues and being able to route customers to be able to manage their healthcare needs online Excellent communication skills and comfortable with frequent contact with the public across multiple channels, including telephone. Experience of working with internal teams such as product to produce training materials that will be used across the internal and outsourced support teams. 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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