Support Consultant

NECSWS

3d • Hybrid

About The Position

We are looking for someone to join our Customer Operations team as a Support Consultant to work across all core areas of the business, providing a solid understanding of our business. The successful candidate will play a key role in supporting NHS hospital customers through the AdviseInc Platform, providing customer support, analytics, and data management and processing services to deliver outstanding customer outcomes and value. This role is a fantastic foundation in which to develop skills and capability, whilst learning the different aspects of the business.

Requirements

• Demonstrable experience in a similar customer support/service role
• Excellent customer service and relationship management skills
• Proficient in using Excel - basic formulas, pivot tables, vlookups
• Technical, detail oriented, comfortable and enjoys handling data
• Excellent written and verbal communication skills
• Strong collaboration skills, able to work effectively with cross-functional teams
• Genuine interest in NHS/health and saving our customers money
• 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
• 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.

Responsibilities

• Deliver exceptional support to NHS customers, managing and resolving enquiries across multiple communication channels, including helpdesk, email, live chat and telephone.
• Prioritise, triage and escalate customer issues and requests, ensuring timely resolution and a positive customer experience.
• Understand customer challenges and provide effective solutions that maximise the value and adoption.
• Act as a liaison between customers, Engineering and Insights teams, communicating customer feedback and issues to support continuous product improvement.
• Collaborate across Customer Facing teams, sharing operational updates and ensuring effective communication of customer-impacting changes.
• Manage user access and permissions working closely with Sales to ensure customers have appropriate access aligned to their requirements.
• Collaborate with Customer Success colleagues to deliver virtual training, guidance and support to customers, including core functionality, bolt-on modules and related applications.
• Collaborate with Customer Success colleagues to design and deliver effective onboarding and training programmes for new and existing customers.
• Empower customers to become confident and self-sufficient users, promoting best practice and adoption.
• Facilitate the onboarding of new customers, guiding them through the data onboarding process and ensuring all data requirements are understood and met.
• Manage data quality and processing activities, validating customer data to ensure accuracy, completeness and compliance with Platform requirements.
• Investigate and resolve data-related issues, working closely with customers to identify root causes and implement corrective actions.
• Support customers throughout the data quality lifecycle, providing guidance and recommendations to improve data standards, consistency and overall quality.
• Monitor data quality trends and proactively engage with customers to address recurring issues and drive continuous improvement.
• Collaborate with Customer Success, Engineering and Insights teams to resolve complex data challenges and improve customer outcomes.
• Maintain and continuously improve documentation, processes and best practices relating to customer data onboarding, validation and quality management.
• 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 the business unit and other teams with ad hoc admin requests and other projects.

Benefits

• Above average pension scheme
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed