Job Description

Job Title: Specialist, Customer Services (Clinical UK)

Provide escalated support to the first line team, resolving complex customer queries by phone and email. This position requires the Specialist, Customer Experience (Clinical) to become well versed in our products, solutions, and systems—beyond basic features and benefits—as they work closely with customers to determine optimal solutions to meet their needs.

Key Responsibilities:

• Act as the escalation point for the first-line team, resolving complex customer queries via phone and email.
• Provide expert support across clinical products, Q-interactive (QI), Q-global, and associated systems, with deep knowledge beyond basic features and benefits.
• Manage and support QI trials, including customer setup, guidance, and issue resolution.
• Oversee training provisioning, ensuring accurate enrolment, access to materials, and end-to-end customer readiness.
• Deliver Digital Success for Q customers, supporting adoption, optimal usage, and positive ongoing engagement.
• Work closely with customers to understand needs and recommend optimal clinical and digital solutions.
• Collaborate with Tier 1, Product, Sales, Technical Support, and Operations to resolve escalations end-to-end.
• Handle sensitive or high-impact cases professionally, ensuring timely resolution and excellent customer experience.
• Identify trends, recurring issues, and knowledge gaps, contributing to continuous improvement and team training.
• Mentor and upskill first-line colleagues to reduce repeat escalations and improve first-contact resolution.
• Support UK customers as primary focus, with dotted-line support to Belgium, Netherlands, Sweden, Norway, Denmark customer service teams as required.

Required Skills and Competencies:

• Customer Service (Capable)
• Communication Skills (Capable)
• Empathy (Effective)
• Quality Driven Personality (Effective)
• Analytical Skills (Capable)
• Customer Satisfaction (Capable)
• Digital Literacy (Capable)
• Strategic Thinking (Capable)
• Active Listening (Capable)
• Adaptability (Capable)
• Artificial Intelligence (Capable)
• Business Relationship Management (Capable)
• Goal Oriented (Effective)
• Resilience (Effective)
• Problem Solving (Capable)

Qualifications (Education & Experience):

• 2-3 years' experience in customer service or related field
• Familiarity with NHS processes, digital tools, and regulatory requirements
• Strong written and verbal communication skills
• Experience working with Oracle and Salesforce.
• Ability to work in UK hours.
• Experience working in a remote/ virtual environment.