• Client Support Executive

    Job Locations UK-Basildon
    Posted Date 1 week ago(1 week 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

    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.


    • To work under the guidance of the Senior Client Services Delivery Manager

    • As part of the Service Delivery 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 in regard to Wilmington Healthcare products

    • Log queries and issues, follow through to resolution and/or delegate query appropriately to the relevant team/ person

    • Support the helpdesk, allocating tasks to other team members and responding where appropriate

    • Work closely with the services and engagement teams to ensure that client service excellence is maintained throughout all client touchpoints

    • Support and manage elements of the on-boarding of new clients and user management, using various systems


    • Upload client content to our LMS system

    • Working promptly and efficiently to address and resolve client issues

    • Liaise with senior management and/or legal counsel to progress and where necessary, escalate serious client issues

    • Work with internal clients to explore root cause of client issues and assess impact on client experience


    • Ensure that all procedures are kept up to date

    Skills and Experience Required




    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 and client support 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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