Full-Time Support Consultant

PRIMARY OBJECTIVE: To provide domain and application support to all users of NEC’s Health Registry services. To act as the key point of contact for the implementation of Registries as a Service (RaaS) products. To take ownership of the customer/user service support experience. To complete key system administration tasks, essential to the running of NEC Registry Services. Identify and drive Registry service improvements through innovation, documentation, and learning resources.

MAIN RESPONSIBILITIES: The Support Consultant role is an interesting hybrid of support, project and service management and is a fantastic opportunity for a career-minded individual to enhance their skills and experience. Successful candidates will become experts in our suite of registry applications and the health registry domain knowledge which accompanies these. The Support Consultants build relationships with internal and external stakeholders and are a customer-facing team that owns the service support experience for our Registries users.

Support:

1. Take full ownership of all service requests assigned to the Registry support queue, through to closure.
2. Resolution of requests may require investigation, analysis, troubleshooting, and liaison with other teams.
3. Health Service Desk transfers users directly to Support Consultants by phone to enhance the customer service experience.
4. Ensure the Incident Management system is managed and updated correctly, and service SLAs are met.

Product Implementation:

1. Implementation owner of Registries as a Service (RaaS) products.
2. Key contact point for customers.
3. Liaison with customers and internal stakeholders to ensure successful launch and ongoing service.
4. Ensure RaaS services are launched accurately to customer specification and within the required deadlines.

System Administration:

1. Complete all required system administration tasks vital to the provision of Registry products.

Service Improvement:

1. Continuously seek service improvement opportunities for the team, other teams, customers, users, or the Registry product.
2. Plan and drive improvements to completion.
3. Contribute and own assigned tasks of the Registries Service Improvement Plan.

Education:

1. Actively seek to increase Registry knowledge through sessions with colleagues or customers.
2. Document knowledge gained for a learning resources hub, owned by the Registry Support Team.
3. Maintain up-to-date knowledge of procedures and policies.

User Acceptance Testing:

1. Participate in user acceptance testing of registry applications and services.

Skills and Qualities:

• Excellent communication skills
• Excellent customer service skills
• Highly self-motivated
• Good problem-solving/issue investigation skills
• Attention to detail
• Proficient in Microsoft Office (Word/Excel/PowerPoint)
• Ability to work as part of a team and independently
• Ability to work under pressure
• Ability to manage and prioritize workload effectively
• Ability to work flexibly

Benefits:

• Private Medical Cover (with family option)
• 25 days paid holiday (with buy/sell option)
• Life assurance cover
• Group Pension Plan (with employer contributions)
• Flexible benefits

Additional Information:

• Candidates must demonstrate right to work and travel within the UK.
• Documentary evidence required.
• Offers subject to vetting and reference checks.
• DBS check may be required.
• Equal opportunities employer.

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