Support Consultant

Company Description

Come join us and make a difference in the world!

Discover more at www.necsws.com 

NO AGENCIES PLEASE

Job Description

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