Support Consultant
About this role
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, 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.
Customer Training & Enablement
Focuses on educating customers, driving platform adoption, building user capability, and enabling customers to gain maximum value from the AdviseInc Platform.
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.
Data Management & Quality
Focuses on ensuring customer data is accurate, complete and fit for purpose, supporting successful onboarding and ongoing use of the AdviseInc Platform.
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.
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
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
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.
Come join us and make a difference in the world!
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