Working within the Customer Services team the successful candidate will be responsible for maintaining frequent and meaningful contact with Docman’s significant customer base. Docman strives to ensure every touch point with the customer is of a high quality, leaving customers satisfied, loyal and engaged with the Docman products.
About Docman
At Docman we love what we do and we are passionate about making a difference to Health and Social Care.
Our innovative software platform manages the digital transfer of patient care for 200,000 healthcare professionals, 125 NHS Trusts and 6,000 GP Practices. This saves healthcare professionals time and significantly reduces costs.
We are really excited to have recently launched a new cloud based platform, Docman 10, set to revolutionise the transfer of care process between and within healthcare providers to meet the challenges and demands of a 21st century health economy. It is accessed entirely through a web browser, providing complete secure access to clinical documents and structured data from anywhere at any time through any device.
Everyone at Docman plays a part in creating innovative solutions that really make a difference to the NHS and with Docman 10 we are just at the start of our next exciting journey!
Docman has long been known as a great company to work for and we pride ourselves in how we treat our people. When asking our employees and customers what they like about Docman a key component is always “the people”.
Docman is an equal opportunities employer and we seek inspiring talent to join the team who share our vision to make a difference in Health and Social Care. In return we offer a competitive package and the opportunity to thrive whist loving what you do.
What you’ll be doing
- Effective management of workload including outbound call lists
- Point of contact for all non-technical customer service enquiries
- Working to predefined call targets and KPI’s
- Proactive customer contact following predefined touchpoints to ensure their continued satisfaction and product usage
- Escalation of customer enquiries to relevant internal departments and follow through to resolution
- Maintain customer database with accurate and relevant data
- Liaise with internal departments including senior members of staff
- Complaint handling, protect brand reputation and improve process efficiencies in order to increase customer retention and loyalty
- Provide weekly outcome reports
- Drafting correspondence and replying to emails
- Any other duties as deemed necessary to ensure the continued success of the department
What you’ll need to have
- Customer service skills
- Problem solving
- Excellent eye for detail
- Excellent communication and interpersonal skills
- Ability to prioritise multiple tasks
- Will have good organisation skills, be flexible and a good team player
It’s nice to have
- Experience of a call centre environment
- Ability to problem solve, identify trends and recommend solutions
- Strong ICT Skills (Excel, Word and PPT)
To apply, send your CV and cover letter to claireflynn@docman.com.
Part-time considered.