Support Consultant

Workplace

• The role can be remote or hybrid, subject to location.

Role Overview

Customer Support and Service Management

• Deliver support to NHS customers through helpdesk, email, live chat, and telephone channels.
• Prioritise, triage, and escalate customer issues and requests to support timely resolution.
• Provide solutions that maximise customer value and platform adoption.
• Liaise with customers, Engineering, and Insights teams to communicate feedback and issues.
• Manage user access and permissions with Sales to align customer access to requirements.

Training and Enablement

• Deliver virtual training, guidance, and support covering platform functionality, modules, and related applications.
• Design and deliver onboarding and training programmes for new and existing customers.
• Help customers become confident, self-sufficient users by promoting best practices and adoption.

Data Management and Quality

• Guide new customers through data onboarding and ensure data requirements are understood and met.
• Validate customer data and manage processing activities for accuracy, completeness, and platform compliance.
• Investigate data-related issues, identify root causes, and implement corrective actions.
• Monitor data quality trends and address recurring issues with customers.
• Maintain documentation, processes, and best practices for data onboarding, validation, and quality management.

Additional Duties

• Monitor for operational problems, take immediate action where appropriate, and escalate issues when required.
• Support the business unit and other teams with ad hoc administration and projects.

Skills and Experience

• Demonstrable experience in a similar customer support or service role.
• Excellent customer service, relationship management, written communication, and verbal communication skills.
• Proficiency in Excel, including basic formulas, pivot tables, and VLOOKUPs.
• Technical, detail-oriented, and comfortable handling data.
• Strong collaboration skills and interest in NHS or healthcare environments.

Personal Qualities

• Helpful, proactive, personable, positive, enthusiastic, and solution-oriented when working with customers.
• Able to multitask, prioritise, work independently, learn from feedback, and adapt to new ways of working.
• Able to work at pace while maintaining high-quality work.

Benefits

• Benefits include private medical cover, 25 days paid holiday, life assurance, a group pension plan, flexible benefits, and LinkedIn Learning access.

Other Information