Services Support Advisor

Who are we?

Newmedica are one of the leading providers of NHS ophthalmology services in England, providing outpatients appointments, diagnostic testing and eye surgery.? We aim to change lives through better sight and eye health.??

We care for thousands of NHS and private patients a year in our specialist eye clinics across the country. We have significant growth plans over the next few years as we look to establish a national footprint and open many new sites across the UK.

We are thrilled to say that following an independently conducted survey of Newmedica colleagues, we have been certified as a Great Place to Work®. This is a global benchmark that recognises employers who create an outstanding employee experience.

We currently have an opportunity for a Services Support Advisor to join our central operations team. Working alongside other Services Support Advisors, you will report in to Dan, our Operations Support Manager. This is a hybrid role, working from home 3 days per week and from our London or Nottingham office 2 days per week. There is also a requirement to work on Saturday and be on call on Sunday, 1 weekend in 5.

Overview of the role

The Services Support Advisor is a key role, ensuring that colleagues working in our services receive the necessary operational support needed to deliver exceptional service and care to our patients.

You will the first point of contact from all enquires from our clinical sites. The role manages system-based enquiries, phone calls and emails with the aim of a "fix on first call" resolution. As such we're looking for someone who is confident using a variety of systems such as our patient management and stock management systems.??

You will take ownership for the cases you work on and deliver high resolution rates whilst maintaining an exceptional standard of customer care.

Treating the services as customers, you will ensure that they receive a high quality service at all times. In this position, you can make a real contribution to the on-going performance of the services within Newmedica by delivering high resolution rates and an exceptional standard of customer care.

So what will I be doing?

• Answering and logging incoming calls and emails from services, escalating requests to the appropriate person or 3rd party supplier when required
• Proactively monitoring your personal resolution and response KPIs to ensure you are operating within expected standards
• Engaging in project work as needed and becoming a subject matter expert on the core PAS/EMR and stock management systems
• Building our systems knowledge level by contributing to our knowledge base through process mapping and how to guides
• Training new staff in the use of core systems, providing systems training for services and support office staff when necessary
• Setting up and configurating the PAS/EMR application for new locations/appointment types/ letters etc. as and when required

What experience do I need?

• Proven customer service skills and a passion for customer care
• An eye for detail and accuracy
• Experience working with a variety of systems
• Excellent verbal and written communication skills
• Strong planning and organising skills
• Excellent administration and data management skills
• Problem solving skills
• Excellent interpersonal and client relationship skills including the ability to relate effectively with a diverse range of staff and clients

What can we offer you?

• A competitive salary
• Up to 12% company bonus based on company performance and personal objectives
• 25 days annual leave plus bank holidays and birthday leave
• A company pension scheme
• Access to a range of benefits including free eye tests, discounted or free glasses, private medical insurance, private dental care, health care scheme, death in service, an opportunity to sign up to a tax-free cycle to work and a retail discount platform
• A free 24/7 well-being/counselling service
• An environment where your learning and development is supported

Our employment offers are subject to receipt of satisfactory pre-employment checks. Applicants must have the right to work in the UK and a Disclosure and Barring Service check will be necessary in the event of a successful application which we will pay for.?

At Newmedica, we actively promote diversity and equal opportunities, and we are committed to this in both the running of our services and how we recruit our staff. We actively encourage applications from everyone with the essential requirements of the job, regardless of any protected characteristics.?

Newmedica is fully committed to safeguarding the welfare of all people, irrespective of gender, age, disability, sexual orientation, race, language, religion, ethnic or social origin.?