Customer Resolution Manager

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 Manager, the post holder will work as part of a dynamic team in delivering an effective service, supporting managers and staff across the ever changing and demanding face of digital health across England.

You will be a people orientated person and know how to get the best from your team. You will be confident managing internal and external 1st line teams and have experience meeting SLAs, KPIs and dealing with escalations of issues.

The team you lead will be managing technical, clinical and security risks across multiple different systems and in addition you will be required to lead meetings and provide updates to senior staff.

You will drive efficiencies and actively improve working conditions for staff by fostering a supportive environment for staff to flourish. You will have also had experience in planning workforce shifts for internal and external 1st line teams to ensure the correct staffing numbers are obtained to manage volumes.

In addition to this you will:

Be responsible for ensuring service levels and KPIs are met for a service used by millions of users Line manage the Customer Resolution Officers and Customer Resolution Advisors and be accountable for ensuring the staffing numbers on each shift can meet the service required, with continuous review Act as a subject matter expert on NHS digital channels on complex issues and resolutions, including how GP systems interact with the NHS App Ensure that all requests and escalations are dealt with effectively and in a timely manner by the team Run reports to provide updates to senior staff as and when required on trends that are coming from customers, users and integrated services Ensure the end users are getting the best experience and lead on the continuous improvement of the service provided. You will be the champion of our userbase The post holder will support the Head of Department and their team to ensure that their work stream of programmes are planned and managed effectively and take the lead in assisting in their successful delivery

In particular the post holder will:

Liaise with appropriate functions within the regions, organisation, and the Sector Contribute to a knowledge management system to ensure information is properly managed and best practice is shared across the team Take a lead in the coordination of training, development, and recruitment activity across the team Ensure the team is delivering the best service to end users so they get 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 managing high-performing teams including line management responsibilities i.e. recruitment, onboarding, training and development, performance appraisals

•Acting as an escalation and arbitration point for teams and subject matter experts

•Managing working relationships with vendors to ensure adhesion to SLAs and KPIs

•Manage trend analysis (identity, report and treat) of issues, and be responsible for producing relevant reports for senior stakeholders, national boards and support teams to make the right decision

•Working with release teams to provide training on new products to the staff

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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