• Customer Engagement Executive

    Job Locations UK-London
    Posted Date 3 months ago(3 months ago)
    # of Openings
    Wilmington Healthcare
  • Company Outline




    Wilmington Healthcare is an unrivalled, single healthcare data, education and information resource with outstanding analytics capabilities. We provide our clients with market leading insight into local health economies, complemented by increased access to senior health stakeholders and the wider NHS which results in effective and actionable insights.

    Wilmington Healthcare comprises Wellards, Binley’s NHiS and HSJ.


    Main Purpose of Role

    Main Duties and Responsibilities:



































    From initial set up of users, to the rolling out of subscription products, dealing with queries, discussing with users how they currently use the tools as well as implementing and contributing to client engagement strategies to ensure the continued retention of clients. This role will involve providing support, training and proactively implementing engagement strategies to enhance the usage of Wilmington Healthcare products.


    Undertaking a variety of complex and work activities, some non-routine, with a substantial degree of personal responsibility and autonomy within agreed frameworks. It is important to be able to work both alone and as a member of a team. When working with clients there will be the need to deal with some confidential issues and to act accordingly.


    • To work under the guidance of the Senior Client Engagement Manager
    • As part of the Client Engagement Team ensure that the core hours of service are covered (9:00am to 5:30pm Monday to Friday).
    • To handle and action inward bound calls and email queries of wide ranging content regarding Wilmington Healthcare products.
    • Log queries and follow through to resolution or delegate query appropriately to the relevant team/ person.
    • To deliver planned and ad-hoc webinar training and face-to-face training on Wilmington Healthcare products.
    • Be a key contact for new customers and helping them maximise their service
    • Maintain user access and update details, settings and permissions when required for subscription products.
    • Produce and analyse usage reports for Wilmington Healthcare products.
    • Assess usage reports to identify clients’ requirements and needs to support their usage of products.
    • Actively implement and contribute to ongoing client engagement strategies.
    • Maintain regular contact with key contacts to collaborate on client specific engagement strategies.
    • Engage users to learn how they are or not currently using Wilmington Healthcare products to identify client needs or experiences that can be incorporated into client engagement strategies.
    • To increase usage by existing clients of products already sold and continuously developing and implementing retention strategies.
    • To create, edit and update user guides, bespoke supporting documentation for products, process documentation and training slides as and when appropriate.
    • Keep users up to date on tool updates, enhancements, important news and top tips by preparing and sending regular email communications.
    • Liaise with the IT team for bug fixes and product updates.
    • Perform routine administration processes such as eAlert sent analysis and keyword checks.

    Skills and Experience Required


    Skills/ Competencies








    The post holder will need to be able to:

    • Communicate effectively both verbally and in writing to a wide range of people.
    • Self-motivating and proactive.
    • Demonstrate strong interpersonal skills.
    • Listen and act appropriately upon customer issues/requirements.
    • Set and prioritise workloads to meet deadlines.
    • Have a high degree of initiative and a proactive approach.
    • Assimilate, analyse and organise information.
    • Take accountability and concern for achievement.
    • Influence people.
    • Demonstrate attention to detail.
    • Work well within a team and by themselves.
    • Work alone with confidence, and especially during busy periods.
    • Work well under pressure.
    • Listen and act appropriately upon customer issues/requirements.
    • Presentable in front of customers.
    • Flexibility in working hours to meet clients.





    • The post holder is expected to have customer service experience and in particular relationship building.
    • Confidence and experience in effectively using and working with IT and the internet is essential.  
    • Experience of presenting to an audience face to face or via webinar.
    • Knowledge of office IT systems are essential. Inc. Word, Excel, PowerPoint and Outlook.



















    We are focused on ensuring that Wilmington remains a great place to work. We value our people and we continue to invest in their career development. We encourage learning, and career opportunities are possible across all Wilmington companies

    “We are committed to equality, equality of opportunity and valuing diversity”





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