Customer Operations Executive

Please note, role can be remote or hybrid, subject to location.

We are looking for someone to join our Customer Operations team as a Customer Operations Executive, assisted by the Senior Customer Operations Executive, Head of Customer Operations, and colleagues, to work across all core areas of the business, providing a solid understanding of our business.

The successful candidate will specialise in delivering customer support, including analytics and data management & processing, with the aim of delivering exceptional customer services to our NHS hospital customers.

This role is a great foundation in which to develop skills and capability, whilst learning the different aspects of the business.

Responsibilities

Customer Service & Support

•  Provide exceptional customer service and support to our NHS customers
•  Respond to, prioritise and effectively triage customer issues and requests as they arise via various communication channels e.g. Helpdesk support requests, emails, live chat, phone calls
•  Effective management of the customer helpdesk, prioritising the customer experience at every interaction and escalating when necessary
•  Provide customer support for our core application the AdviseInc Platform, supporting bolt-on modules and other ad-hoc applications
•  Understand the different 'pain' points for customers that our applications are there to solve and enjoy helping customers work through any problems
•  Provide customer feedback to the Engineering and Insights teams to support improvements of our applications/AdviseInc Platform
•  Train our customers on the Adviseinc Platform - deliver virtual customer training of the AdviseInc Platform in 1 to 1 sessions or small groups

Data Quality & Management

• Carry out weekly data quality and management/processing checks for our core applications and ensure only high quality data is submitted
• Work with customers to improve the quality of the data where it is not up to standard
• Administration of 3rd party operations apps e.g. Helpdesk, CRM and other supporting platforms
• Support the Insights and Engineering team with data analytics/data sets

Other

• Be on the front foot to make improvements to ensure the smooth operation of the business - monitor for problems, owning and taking immediate action, and escalating when required
•  Support Directors and other teams with ad hoc admin requests and other business projects

Skills and Experience

We would expect strong candidates to have the following:

• Demonstrable experience in a similar customer support/service role
• Degree desirable but not essential - ideally in a healthcare / science background
• Excellent customer service and relationship management skills
• Proficient in using Excel (Google Sheets) - basic formulas, pivot tables, vlookups
• Technical, detail-oriented, comfortable - and enjoys - handling datas
• Excellent written and verbal communication skills
• Strong collaboration skills, able to work effectively with cross-functional teams
• Genuine interest in NHS/health and saving the NHS money

Your personal qualities

• Love working with customers - helpful, proactive, good listener, problem solver
• Personable, positive and enthusiastic
• Acts with integrity and honesty
• Flexible and happy to turn your hand to anything
• Able to multitask and prioritise
• Willing to learn, take on feedback and happy to try out new ways of working or thinking from others
• Thrive on working at pace and you value and deliver high quality work
• Curious and inquisitive - asks questions, wants to know more
• Self starter and able to work independently and or with remote/distributed teams

Additional information

We pride ourselves in offering an excellent benefits package, including an above average pension scheme. When you join the team at NEC Software Solutions, you are provided with the following:

• Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost) 
• 25 days paid holiday with the option to buy/sell (FTE)
• 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
• A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%
• A selection of flexible benefits to suit your individual needs
• All colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects. Learn about what you like, when you like, how you like. 

OTHER INFORMATION

• Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.
• All offers are subject to satisfactory vetting, references and occupational health checks. 
• Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required.

NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please feel free to share these with us. We are committed to ensuring an inclusive and accommodating experience for all candidates.

Who We Are:

We’re NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to dispatch ambulances, support families, keep trains on the move, locate missing people and even test the hearing of newborn babies.

Working with us, you’ll be helping our 3,000+ employees push the boundaries of what’s possible and support amazing public services.

We work with governments, hospitals, police forces, housing providers, local authorities and more. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. The more we do, the more our customers can do for others. And together, we make a world of difference.

We’d love your help. And we’ll support you all the way.

We are a small, agile team, dedicated to helping the NHS become more efficient and save taxpayers money. We help health & social care #MakeSense of their spend and are leading the way in healthcare spend analytics. We developed the world's first whole-country product price comparison service, used across over 200 hospitals and covers more than £17bn of spend. It’s helped the NHS save over £100m. Since then, we have branched out and are now offering more and varied solutions. We are at an exciting stage of the business with our new AdviseInc Platform just launched, our customer base growing, with more data, more insights, more value.