Capacity Tracker Service Assistant

Job summary

This is an exciting opportunity to join the Digital Solutions team. The Capacity Tracker is one of NECS flag ship digital solutions that provides strategic and operational market oversight and intelligence across Health and Social Care. The cloud-based application enables Care providers to make visible their vacancies and other critical information that produces actionable intelligence to help reduce the time taken to discharge individuals from hospital. Since the start of the Covid-19 pandemic the system has broadened and become a valuable application to the DHSC, NHSE and wider health and social care stakeholder organisations to help inform national policy as well as supporting local monitoring and planning to ensure support is targeted appropriately.

Our Capacity Tracker Service Assistants are a key part of the Capacity Tracker team that is responsible for the provision of exceptional service, with a focus on providing first line essential support for the Department of Health & Social Care, NHS England, Local Authorities, ICBs, and Care Providers in England.

The role is ideal for an individual with strong organisation and communication skills and an excellent telephone manner along with the ability to work within a fast-paced environment where there is sometimes the need to carry out different tasks and adapt to change to deliver additional business requirements whilst maintaining exceptional levels of customer service for one of NECS flag ship digital solutions.

Main duties of the job

This role will be responsible for:

The provision of high-quality first line customer support efficiently and effectively in line with our current Service level agreements and KPIs.

Responding to inbound and making outbound calls within specified KPIs as well as responding to e-mail's offering support to service users in dealing with a wide range of requests in relation to the Capacity Tracker.

Supporting care providers in the collection of critical data sets required by both the DHSC and NHSE providing vital information within required withing Health and Social Care.

Gathering additional intelligence and feedback to help with both continuous improvement and functional development of the system as well as adding value to the service.

The monitoring and analysing of provider update frequency within an identified NHS Region in line with current update requirements to determine targeted provider support activity where needed.

The navigation of multiple systems simultaneously to support system users and resolve issues and evaluate data to identify opportunities to add value and ensure the data quality of systems are maintained.

Facilitating the collection of accurate and up-to-date information across care providers in relation to key data collections.

Problem solving to provide successful resolutions to queries/issues or where required escalating these to the relevant person/team.

About us

At NECS we are very proud to be part of the NHS England family. We are one of the very few truly customer-owned entities within the NHS. We have grown from our roots in the North East to be an NHS business with customers the length and breadth of the UK and further abroad. Our customer base has diversified significantly over this period, and we are now very pleased to be serving NHS providers as well as commissioners, NHSE regions, Local Authorities, General Practices and national NHSE Directorates.

NECS combines specialist skills and expertise with scale and resilience to achieve required results. We combine core NHS values with a sharp focus on customer care and a relentless pursuit of continuous improvement. We very much see ourselves as a key partner in the future success of the healthcare system and we take our share of the responsibility for shaping effective delivery.

Our people are the heart of our organisation. We strive to ensure they feel trusted, valued, and empowered. We are passionate about nurturing and developing people.

We collaborate in the offices at least twice a week and do not offer 100% remote working. Please only apply for this role if you are able to commit to this arrangement.

Owing to this vacancy being 'ring fenced' to internal applications only we regret to advise that on this occasion any external applications will not be considered at the present time. Thank you for your understanding