Junior Customer Support Consultant

The Junior Customer Support Consultant (or Associate Support Consultant, as we call it internally) is part of the Customer Support team, and there is a requirement to ensure the right processes, people and technology are in place to provide a 'first class' service that is seamlessly integrated with the wider business. This is a fast-paced job role, where the Junior Customer Support Consultant will effectively handle customer enquiries, as well as managing complaints and issues.

The customer service team provide a professional and engaging experience to our clients' loyal customers. You are the voice of our business and client and therefore you will need to ensure your personality, professionalism and engaging personality comes through in the form of exceptional customer experience.

As a customer service advisor, you are responsible for providing a quick, effortless and exceptional customer service experience to the system users via telephone, and email via a ticket-based system.

The customer experience is what needs to be at the forefront of everything you do and ultimately, we want you to resolve the customer query with that in mind.

Most calls/ queries you will receive will be in relation to technical support queries, however you will receive other queries which will range from system training, troubleshooting or complaints. You will need to navigate through systems whilst speaking with customers over the phone to find a first-time resolution to their problem.

Day-to-Day challenges:

• Provide the initial point of contact for our customers.


• Answer incoming calls from customers.


• Manage incoming requests from the Customer Portal.


• Log and manage all incidents via the Service Management Tool ensuring case detail is accurate and steps to reproduce the fault are included.


• Escalate incidents to the appropriate resolver group.


• Provide customers with timely updates to their cases in line with Service Level Agreements.


• Develop strong customer relationships through direct communication to achieve highest levels of customer satisfaction.


• Proactively review customer accounts and manage their own case queue in line with Service Desk procedures.


• Escalate high priority issues to Line Management.


• Complete regular tasks in line with Service Desk procedures.


• Review daily priorities and take appropriate action to ensure results are achieved.


• Work with all areas of the business as required to achieve the highest levels of customer satisfaction.


• Assist in the promotion of new developments and applications ensuring customers are always aware of latest functionality and products available.


• Follow communication procedures, guidelines and policies.


• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.


• Keep records of customer interactions, process customer accounts and file documents


• Provide accurate, valid and complete information by using the right methods/tools.
  
  Good Phone Contact Handling Skills and Active Listening: Ability to professionally handle phone inquiries, actively listen to understand customer needs, and effectively communicate solutions.


• Ability to Multi-Task, Prioritize, and Manage Time Effectively: Skilled at juggling multiple tasks simultaneously, prioritizing workload, and meeting deadlines efficiently.


• Previous Customer Experience (Good to Have): A background in customer service is a plus.


• Good Computer Skills and Working Knowledge of MS Office Programs (Word, Excel, and Outlook Preferred): Proficient in using computer applications, particularly Microsoft Office programs like Word, Excel, and Outlook (preferred).


• Customer Support: Possesses a passion for providing exceptional customer support, demonstrates empathy towards customer concerns, and has a strong drive to resolve their issues.


• Communication: Excellent communication skills, both written and oral, allowing for clear and effective interaction with colleagues and customers. This includes providing case updates, generating reports, and escalating issues internally.


• Team Player: Thrives in a collaborative environment, enjoys working with others, and values teamwork in achieving customer solutions.


• Problem Solving and Decision Making: Skilled at gathering, verifying, and evaluating information to gain a comprehensive understanding of situations. Considers various potential solutions, assesses evidence, and seeks guidance when necessary. Makes well-informed, timely decisions that can be reviewed and adapted as needed.


• Planning and Organizing: Effectively plans and organizes tasks by breaking them down into manageable steps, allocating resources, and anticipating potential challenges.


• Building Relationships: Develops strong working relationships with colleagues and customers. Responds positively to feedback and utilizes it for improvement.


• Innovation, Flexibility, and Adaptability: Approaches tasks with a positive attitude, readily adapts to management and customer requests, and demonstrates a willingness to meet business goals and adjust to change.
  
  RLDatix is truly global, with over 1,400 employees worldwide in the UK, Europe, Middle East, Australia, Canada, and the United States allowing us to be at the forefront of global patient safety and Governance, Risk, and Compliance movement. We envision a world where patients have access to the best and safest care possible and our team is made up of people who truly believe in what we do. We're always looking for people who are passionate about making a positive change in healthcare to join our team. Come and make an impact in a growing organization committed to patient care!
  
  Join a friendly culture that encourages both collaboration and personal autonomy


• Experience an environment where personal growth and career development is encouraged


• Receive benefits that include private healthcare, health insurance, discounts and more.


• Experience hybrid work and flexible working to support your work-life balance


Is this you?

We offer a starting salary of £22,500 plus benefits.

The position will be hybrid, having the opportunity to learn and socialize with your team members in our Stoke-on-Trent office as well as to work from home.

Our Story

RLDatix is on a mission to change healthcare. We help organizations drive safer, more efficient care by providing governance, risk, compliance, and workforce management tools that drive overall improvement and safety. Our suite of cloud-based software helps organizations reduce healthcare-acquired infections, report on adverse events, and ensure patient safety learnings are deployed effectively.