Support Consultant

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

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. 

Responsibilities

Customer Support & Service Management

Focuses on delivering exceptional customer support resolving issues managing service requests and acting as a liaison between customers and internal teams. 

• Deliver exceptional support to NHS customers managing and resolving enquiries across multiple communication channels including helpdesk email livechatand telephone. 

• Prioritisetriageand escalate customer issues and requests ensuringtimelyresolution and a positive customer experience. 

• Understandcustomer challenges and provide effective solutions that maximise the value and adoption. 

• Act as a liaison between customersEngineeringand Insights teams communicating customer feedback and issues to support continuous product improvement. 

• Collaborate across Customer Facing teams sharing operationalupdatesand ensuring effective communication of customer-impacting changes. 

• Manage user access and permissions working closely with Sales to ensurecustomers haveappropriate accessaligned to their requirements. 

Customer Training & Enablement

Focuses on educating customers driving platform adoption building user capability and enabling customers to gain maximum value from theAdviseIncPlatform. 

• Collaborate with Customer Success colleagues  to deliver virtual trainingguidanceand support to customers including core functionality bolt-onmodulesand related applications. 

• Collaborate with Customer Success colleagues to design and deliver effective onboarding andtraining programmes for new and existing customers. 

• Empower customers to become confident and self-sufficient users promoting best practice and adoption. 

Data Management & Quality

Focuses on ensuring customer data isaccuratecompleteand fit for purpose supporting successful onboarding and ongoing use of theAdviseIncPlatform. 

• Facilitate the onboarding of new customers guiding them through the data onboarding process and ensuring all data requirements are understoodand met. 

• Manage data quality and processing activitiesvalidatingcustomer data to ensure accuracycompletenessand compliance with Platform requirements. 

• Investigate and resolve data-related issues working closely with customers toidentifyroot causes and implement corrective actions. 

• Support customers throughout the data quality lifecycle providing guidance and recommendations to improve data standardsconsistencyand overall quality. 

• Monitor data quality trends and proactively engage with customersto address recurring issues and drive continuous improvement. 

• Collaborate with Customer SuccessEngineeringand Insights teams to resolve complex data challenges and improve customer outcomes. 

• Maintain and continuously improve documentation processes and best practices relating to customer data onboardingvalidationand quality management. 

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 the business unit and other teams with ad hoc admin requests and other projects 

Qualifications :

Skills and Experience

• 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 

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:

Were 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 youll be helping our 3000 employees push the boundaries of whats 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.

Wed love your help. And well 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 worlds first whole-country product price comparison service used across over 200 hospitals and covers more than 17bn of spend. Its 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.

Remote Work :

Yes

Employment Type :

Full-time