Job summary
The Customer Service Support Assistant is responsible for the successful operation of the NEP Service Desk. Teamwork is key in this role and the Customer Service Support Team work very closely together to ensure that all Service Desk calls are either managed and resolved, or escalated to the System Support Team personnel within predefined timescales, and in accordance with NEP Service Level Agreements.
The Customer Service Support Assistant role is pivotal to the NEP Cloud business and reputation as the Customer Service Support Team is the first line contact for support and maintenance, it is therefore important that those successful in appointment to this role maintain a respectful, courteous and supportive demeanour at all times.
Main duties of the job
The Customer Service Support Team process a vast number of standard service requests which require data to be input into the NEP Cloud solution. There are however some requests that are varied and unique so would require a more concentrated focus, it is therefore important to identify these calls and seek guidance from the wider NEP team to ensure an effective resolution.
It is the responsibility of the Customer Service Support Assistant to control the security protocols, outlined by NEP and the Host Trust, which ensure the safety and security of data and the controlled access to the system. This also involves responsibility for the strict control of the Authorised Named Users Lists.
About us
NEP is a not-for-profit NHS Consortium that provides a centrally serviced, all-encompassing shared Finance and Procurement Cloud ERP system, that fully supports an ever-changing NHS National Agenda as well as incorporating Shared Service opportunities, NHS Procurement Strategy and Future Focus Finance Initiatives. NEP is the largest Consortium within the English NHS, ran by people who really understand and care about the NHS. Our Finance and Procurement Cloud solutions and services have been designed specifically for the NHS by the NHS.
Job description
Job responsibilities
The Customer Service Support Assistant is responsible for the successful operation of the NEP Service Desk. Teamwork is key in this role and the Customer Service Support Team work very closely together to ensure that all Service Desk calls are either managed and resolved, or escalated to the System Support Team personnel within predefined timescales, and in accordance with NEP Service Level Agreements.
The Customer Service Support Assistant role is pivotal to the NEP Cloud business and reputation as the Customer Service Support Team is the first line contact for support and maintenance, it is therefore important that those successful in appointment to this role maintain a respectful, courteous and supportive demeanour at all times.
Job description
Job responsibilities
The Customer Service Support Assistant is responsible for the successful operation of the NEP Service Desk. Teamwork is key in this role and the Customer Service Support Team work very closely together to ensure that all Service Desk calls are either managed and resolved, or escalated to the System Support Team personnel within predefined timescales, and in accordance with NEP Service Level Agreements.
The Customer Service Support Assistant role is pivotal to the NEP Cloud business and reputation as the Customer Service Support Team is the first line contact for support and maintenance, it is therefore important that those successful in appointment to this role maintain a respectful, courteous and supportive demeanour at all times.
Person Specification
Qualifications
Essential
- NVQ level 2 in an administrative vocational qualification or demonstrative knowledge and experience learned through on the job training.
- ECDL professional qualification or equivalent experience.
Desirable
- It would be beneficial but not essential for the post holder to have some working knowledge of the NHS.
Experience
Essential
- Experience of working within a Customer Service environment
Desirable
- Experience of working in an NHS Finance or Procurement Team.
Person Specification
Qualifications
Essential
- NVQ level 2 in an administrative vocational qualification or demonstrative knowledge and experience learned through on the job training.
- ECDL professional qualification or equivalent experience.
Desirable
- It would be beneficial but not essential for the post holder to have some working knowledge of the NHS.
Experience
Essential
- Experience of working within a Customer Service environment
Desirable
- Experience of working in an NHS Finance or Procurement Team.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
