• Customer Service Representative

    Job Locations UK-Basildon
    Posted Date 3 weeks ago(1/10/2018 4:14 PM)
    # 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

    Customer Service Representative


    Closing date:  14th October 2018


    Are you seeking a challenging Customer Service Representative role with a difference?


    Here at Wilmington Healthcare, our client services consists of three key teams; service, delivery and engagement and our Customer Service Representatives are an integral part of our objective to achieve client service excellence throughout the Wilmington Healthcare.


    In this Customer Service job role, you will be part of the service delivery team focussing on ensuring that the delivery of all Wilmington Healthcare products and services are aligned with client need, delivery timelines and service level agreements.


    You will work with clients from across the healthcare community including some of the most high profile organisations within pharma, medtech, wound care, voluntary organisations and the NHS.


    This is an integral, problem solving job role you will have ownership of a number of customer journey related tasks from the administration and onboarding of customers, right through to managing activity on Wilmington Healthcare IT platforms and services.


    It's a busy, diverse and interesting customer service role which will require someone who enjoys investigating issues, complaints and data misuse, through to supporting the delivery of core Wilmington Healthcare services. 


    If you're a technology superstar which patience, determination and professionalism who is looking for a more challenging role than the usual Customer Service opportunities, and your passionate about customer experience, this could be the next role for you.


    Our Customer Service Team are exceptional so we're looking for an exception individual with strong attention to detail and a passion for excellence to join them as soon as possible.


    Other areas you will cover are;


    • Handle and action inward bound calls and email queries of wide ranging content in regard to Wilmington Healthcare product
    • 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
    • Work closely with the services and engagement teams to ensure that client service excellence is maintained
    • Support and manage elements of the on-boarding of new clients and user management, using various systems 
    • Upload client content to our LMS system
    • Work 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 procedures are kept up to date and continuous improvements are made
    • Take accountability for solving problems and dealing with a variety of issues with a strong concern for achievement
    • Influence decisions of others to ensure effective solutions are embraced

    Skills and Experience Required

      You will need:


    • Experience gained within customer service and client support or similar with particular focus on relationship building.
    • Strong demonstrable interpersonal and communication skills both verbally and in writing to a wide audience
    • To work automously and use their own initiative along with being self motivated and proactive
    • The ability to listen, analyse and act appropriately to customer issues/requirements
    • Strong time management ability including setting and prioritising workloads to meet deadline
    • Flexibility in working hours to meet client needs
    • 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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