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Leeds, West Yorkshire Call Centre and Customer Service Posted 09.10.19 Up to £9.23 per hour

Our Client are the UK leader in connected healthcare software and services. Our solutions are widely used across every major UK healthcare setting, from primary and community care to high street pharmacies, secondary care and specialist

Dedicated to creating and implementing innovative IT solutions, they’re giving healthcare professionals access to the
information they need to provide better, faster and cheaper patient care.

The Support Department provides support to over 4,500 users located in GP Surgeries, Defence and International
contracts, and Community, Childrens and Mental Health Trusts.

Purpose of the role:

Support Analysts provide technical support and training help for Health Customers, patients, partners, users and
Health colleagues. Analysts are expected to deliver high quality customer service in a professional, efficient

Main Responsibilities:

  • Handle customer contacts in a professional manner using effective communication skills
  • Diagnose generally related customer problems using process and procedural knowledge gained via specialised training, supported by an internal knowledge base
  • Problem solve reoccurring customer issues which cover varied scenarios that require judgement and decision
  • making based on the Analyst’s expertise and knowledge
  • Have a basic theoretical understanding of how both systems work and how they interface with other systems, services and partner products
  • Understand, influence and reason with users by employing technical knowledge and rational arguments to encourage action and acceptance
  • Occasionally coordinate the response to customers with other business functions throughout the company
  • Raise, prioritise and maintain accurate up to date customer records on the internal incident tool
  • Work to pre-defined KPI targets ensuring the team meets all Service Level Agreements (SLAs)
  • Identify and escalate clinical safety and information governance incidents appropriately
  • Other tasks that may be deemed appropriate

Knowledge, Skills and Experience:

  • Strong customer service skills
  • Interest in IT is essential
  • Excellent communication skills
  • Ability to problem solve logically

Hours of work:

Monday – Friday between 8am-6pm

Cordant People are an equal opportunities Employer

Cordant Group is an equal opportunities employer

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