Job Description
We have a fantastic opportunity for a Customer Engagement Consultant to join our team based in Stockport. The salary on offer is from £28,000 with 27 days holiday, up to 6% matched pension.
At NHSPS we have a national Customer Support Centre (CSC) to answer queries and resolve issues reported by customers. The CSC is one team operating within a wider Customer Service function.
You will be responsible for ensuring that customers receive appropriate and timely responses; logging all contact and providing advice immediately where possible, channelling requests to appropriate business groups for resolution, monitoring cases and keeping customers apprised of progress.
This role is the first point of contact for customers into NHSPS and is therefore key to delivering a positive customer experience and improving the perception of our services.
The role-holder will be responsible for receiving and logging inbound queries from customers; originating from web, phone, email and post; ensuring accurate data entry in to the service management system. You will triage and assess the priority of customer queries; provide a rapid response to customers, resolving queries at the first point of contact where possible; and route incidents and requests via the service management tool to the appropriate group within the business. You will need to monitor and manage queries to ensure they are resolved within agreed service level targets; escalating to team leader before targets are breached and ensuring those that need to be passed to another business area are done so in a timely manner with the necessary level of information.
The Customer Engagement Consultant will liaise with business teams to keep customers informed about progress; recognise and proactively escalate complaints to Case Managers; and work with the rest of the CSC team to foster positive customer service behaviours and increase collaboration in order to improve standards of service. They will also contribute to and maintain the Support Centre knowledge base; work within agreed service management processes and comply to quality standards, proactively identifying any opportunities for process improvements to the team leader; and work towards team goals and targets, meeting KPIs as determined by the Customer Support Team Leader and Customer Service Manager. It's imperative to keep colleagues and team leader aware of any trends identified through the assessment of inbound queries.
You will undertake additional tasks as required by the Customer Support Team Leader, and be required to cover an 8am to 6pm working day through a shift system with other members of the team.
We understand how important life is outside of work so, as well as a competitive salary and 27 days annual leave, we’ll support you, wherever possible, so that you don’t miss out on what truly matters to you.
If you do ever need a little bit of extra help we have a great employee assistance programme, financial well-being support and access to great discounts with leading high street names with the bluelight discount card.
Our range of network groups are also there to support you to truly be yourself at work and play a key role in helping shape our future. We ‘hire for attitude and train for skills’ providing opportunities for our people to develop & progress their careers at all levels through our Professional Excellence Framework.
If you are a member of a professional body we’ll pay for your membership and once you get your digital kit you’ll be good to go in one of our great offices (or at home!)
Who are we?
We are part of the NHS family with 6,000 professionals supporting over 3,000 healthcare properties across England. Our purpose is to enable excellent patient care by being the best property and facilities provider to the NHS.
Our services include estate strategy and optimisation, property management, facilities management, property development and construction project management. We help support millions of patients and NHS colleagues in collaboration without 7,000 customers who range from Integrated Care Systems, health providers, charities and more.
Our culture and values seek to place our NHS colleagues and their patients, at the heart of everything we do.
We celebrate diversity, and we are working hard to create an inclusive environment where people love to work and can fulfil their potential.
We would encourage all applicants to apply as soon as possible as we may close vacancies early should we receive a high number of applications.
Best of luck with your application!