Helpdesk Advisor
HealthHero, United Kingdom
Job Description
Job Overview
The role of the NHS Client Services Support is to deliver exceptional support to the users of our NHS Services and to the support of NHS clients, where required.
Continually contributing to improving internal systems and processes, to deliver best in class service both internally and for the clients and users.
This role demands speed, accuracy and excellent prioritisation skills with meticulous attention to detail.
Company
Headquartered in London, HealthHero marries human expertise with digital convenience to provide fully holistic virtual healthcare. Built on the foundations of established companies with proven sector and country expertise, combined with best-in-class digital technology, HealthHero is now the largest digital healthcare provider in Europe, delivering 24/7 access to doctors and expert clinicians wherever and whenever it is needed via a suite of tools including video calls, online chats and phone.
HealthHero is on track to build one of the largest digital health players in the world through a combination of buy-and-build and scale up of an existing portfolio through organic execution. While there are multiple small players with specific offering in digital health, we have established that there is a very significant opportunity to build a scale player that provides a holistic, integrated offering in virtual primary care. The market timing is compelling, and the need is pronounced across multiple segments- some we are present in and others we are entering through further acquisitions. HealthHero currently operates across UK, Ireland and Germany and is backed by pan-European investment house MARCOL.
We are looking to build a high caliber team to deliver this plan.
Main Responsibilities and Duties
- Deliver Helpdesk support to the users of the Doctorlink NHS Services.
- Collate and communicate all relevant user feedback, trends and issues to the appropriate internal stakeholders.
- Ensure all compliance procedures are correctly followed by the Helpdesk Team.
- Provide product support to users and appropriately capture, resolve or escalate user queries/issues as required.
- Work autonomously reaching out for guidance when required.
- Keep all company systems e.g. Jira, system portals accurate and up to date.
- Escalate issues to the NHS Client Services Support Lead or Client Services Technical Support, when necessary
- Effectively triage all incoming user (and occasionally client) contact across via telephone, email and web. and direct to the appropriate departments
- Utilise and suggest improvements to operational workflows, SOPs and response library.
- Suggest articles to support informed use by users for our Jira Service desk Portal libraries, website and other materials.
- A can-do attitude and always happy to support colleagues in every aspect of their work, wherever possible.
- Any other duties as may reasonably be required.
Requirements
- Experience supporting users of SaaS products.
- Experience with a CRM system such as Jira and Salesforce
- Preferably experience in both landline and remote, cloud-based phone systems
- Excellent customer service
- Strong IT and Microsoft office skills including Outlook, PowerPoint and Exce
- A solutions-focused, proactive and intuitive approach
Core abilities we’d expect from a successful candidate
- A self-motivated individual that is process-driven
- Exceptional organisational skills with the ability to prioritise in a fast paced, changing environment.
- Exceptional communication and people skills
- Fast-learning, technically proficient and good attention to detail
Benefits
- Pension scheme
- Access to HealthHero healthcare services
- Medical Cash Plan
- Discount schemes
- Extra Holiday Day for your Birthday
- Free Breakfast and Snacks in office
Some extra info that’s important to us:
We welcome applications from all sections of the community as an Equal Opportunities employer. We are also happy to make any reasonable adjustments at any stage of the recruitment process should you need it, please just let us know.
We take your data privacy seriously and commit to processing your data in line with GDPR guidelines. Please see our Privacy Notice detailing how we manage your applicant data. By proceeding through the applicant stage we understand that you are in agreement on how we will manage your data.
We’ll need to take background checks relevant to the role, which will include a Right to Work check, employment references and a DBS check.<