• Customer Engagement Executive

    Job Locations UK-Nottingham
    Posted Date 4 weeks ago(21/12/2018 1:23 PM)
    # of Openings
    Wilmington Healthcare
  • Company Outline




    Job Role: Customer Engagement Executive

    Location: Nottingham NG1

    Salary:  £21,000 - £25,900 (DoE)


    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.


    Why do we want you?

    We want you because you're an experienced customer service/account manager who is self-motivating and proactive and you love working with customers and providing exceptional customer service to them. 

    Main Purpose of Role

    No day is the same in this job!  You'll be working as part of our small but perfectly formed Engagement Team providing account management to our customers including managing inbound calls and email queries relating to Wilmington Healthcare products. 


    Another part of this role which is both interesting and challenging is the provision of training.  Once you've organised the initial set up on their subscriptions, you will need to train the customer either face to face or via webinar on how to use the products.


    It'll be up to you to log queries onto our database and to take full ownership taking it through to a successful end/resolution.


    Other areas of responsibility include;


    • Maintain user access and update details, settings and permissions when required.
    • 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.
    • 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.

    Skills and Experience Required

    We always support colleagues to develop their skills but to be successful in this job you really do need to already be able to tick most of these boxes...


    We know it’s not a skill, but the successful candidate must have permission to work in the UK by the start of their employment 


    You will also need;


    • Experience in the same or similar role
    • The ability to listen and act appropriately upon customer issues/requirements.
    • To be able to set and prioritise workloads to meet deadlines showcasing initiative
    • Good attention to detail with the ability to assimilate, analyse and organise information
    • To work well under pressure within a team and individually
    • To have professional presentation and confidence in front of customers
    • Flexibility in working hours to meet clients (standard hours are 09:00 to 17:30)
    • Experience of delivering on an engagement strategy within a multi-product/service environment
    • The ability to communicate effectively both verbally and in writing to a wide range of both internal and external stakeholders
    • The ability to motivate both self and others to achieve results
    • The ability to make effective decisions which support customer success and business effectiveness
    • The ability to work with technology, and experience of maximising technology to deliver results within an engagement environment

    You need to be the kind of person who…


    • Is passionate about customer service
    • Loves to learn – both knowledge and skills
    • Is a creative question-asker and a solution-finder
    • Is able to work in a fast paced, fun and progressive environment
    • Enjoys a challenge – we work hard, and it can be a steep learning curve
    • Is self-motivated and proactive with fantastic interpersonal and communication skills


    Before you go...
    Thanks for reading our job advert. We’ve tried to bring to life what it’s like working as part of Wilmington Plc but we do so much that it’s tough to distil into a single page. We also recognise that sometimes people can be put off applying for a job unless they think they match every requirement. Don’t let that hold you back. If you are excited about the role and think you can do much of what we have described but aren’t sure if you are quite who we’re looking for… give it a try. Nothing ventured nothing gained!


    Come join us!

    At Wilmington Plc, we know how hard our employees work and the contributions they make to our business. As such we offer attractive salary packages that include some fantastic benefits such as performance related bonus, contributory pension scheme with life assurance, at least 23 days' annual holiday but also flexible benefits that allows you to tailor your choices i.e. purchase additional holiday days, discount vouchers, heavily subsidised gym membership, cycle to work schemes and dining cards.


    We offer variety, development and an opportunity to be part of a committed group of colleagues. We operate an open environment where you’ll be encouraged to make an impact. At Wilmington, our collaborative approach means your great ideas will be welcomed and your great work recognised. 



    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”




    The Legal bit 

    The statements above are intended to describe the general nature and level of work performed by employees assigned to this role. Statements are not intended to be construed as an exhaustive list of all duties, responsibilities and skills required for this position.


    *Please note that this role may remain advertised until an offer of employment has been made.




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