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.
Client services consists of three key teams; service, delivery and engagement. Our aim is to achieve client service excellence throughout the Wilmington Healthcare client journey from onboarding to advocacy.
The Client Support Executive role is part of the service delivery team and focuses on ensuring that the delivery of all Wilmington Healthcare products and services is aligned with client need, agreed timelines and contracted service level agreements.
You will work with clients from across the healthcare community including pharma, medtech, wound care, voluntary organisations and the NHS to name a few.
Our aim is to always exceed client expectations and, when issues arise, they are dealt with sensitively, to ensure that all future interactions are positive. The role involves problem solving, looking at client and business issues retrospectively and ensuring that all client queries are responded to in a timely fashion. You will work with the relevant teams to resolve queries satisfactorily, mitigate in future and improve service delivery to client.
The role involves the administration and onboarding of users to the various Wilmington Healthcare platforms and services, from point of sale to handing over to the engagement team.
Tasks are as detailed but not limited to the following:
From handling day to day client queries to investigating client complaints and data misuse, through to supporting the delivery of core Wilmington Healthcare services, this role is varied and diverse. This role will involve patience, determination and professionalism to ensure positive outcomes and experience for both clients and the business.
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 and difficult issues and to act accordingly.
The post holder will need to be able to:
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”