Operations Executive
Permanent
Working Hours: Full-time
Salary: £30,000 - £35,000
Reporting to: Senior Operations Executive
About Us
At eConsult our mission is to transform the way that healthcare is delivered. We believe that our
National Health Service should thrive. Our products are clinically led and have been designed to
enable our client practices to deliver safe and effective triaging. We are proud to say our
products are widely adopted; eConsult is used in over 3,300 practices in the United Kingdom and
growing fast. We are now shifting our growth focus into a hospital setting, with related digital
triage products in both A&E and outpatients. Beyond that, we have an emerging strategy to take
the platform overseas.
We are an innovative, ambitious, and ethically entrepreneurial business. We are currently
looking for talented individuals to join our growing team.
To learn more about us, please visit our website: https://econsult.net/about-us/
Role Summary
We are looking for a technically savvy Operations Executive to deliver excellent customer
experience for our users. You will be joining our Operations Team based in our London office.
The ideal candidate will have demonstrated success in a metrics and results focused
environment, with a clear ability to manage a busy workload in fast paced conditions. This role is
critical to developing and maintaining rewarding customer relationships, implementing success
programs, contributing to onboarding and training clients, maximising satisfaction and
minimising churn. The ideal candidate will provide insights on client-to-business interactions,
improve customer experience through timely and accurate product support, and handle
customer complaints and requests.
Successful candidates will be sociable, analytical, possess an aptitude for learning and using new
software, and be able to communicate clearly and effectively. The ideal Operations Executive will
engage with our customers across NHS GP practices and NHS Trusts to maximise value and
enable them to achieve their goals whilst using our products.
Key Responsibilities
- Provide first line support to all eConsult customers across Primary, Secondary and
Emergency care, predominantly via live chat and email, with some calls
- Support new customers through mobilisation, including setting up new profiles on our
CRM and internal systems
- Own the relationship with users of our products, this includes managing onboarding,
implementation and supporting training, whilst focusing on increasing adoption and
ensuring high levels of customer satisfaction
- Be the go to expert within the company, maintaining a high level of product knowledge
and internal FAQ banks for all members of the customer facing teams
- Develop and nurture relationships with existing customers to maximise satisfaction and
reduce churn
- Use data and analysis to understand what it takes to provide a first-class customer
experience and to deliver suggestions for improvement to the wider company
- Provide monthly reports to the Operations Manager, including critical analysis on how
the team can improve our customer experience following reviews of challenges
- Feedback into product development
- Additional responsibilities to be taken on following changes in products or additional
releases, supporting the team and company with this
Your Skills
To succeed in this role, you will need to have:
- Previous working experience in a customer service /customer success / customer
support role
- Desirable: previous experience managing a busy live chat service
- Excellent communication style with a friendly and customer focused approach to your
work
- Strong work ethic
- Focus on teamwork and collaboration, with an ability to take on different roles as the
team requires
- Keen to be involved in a heath technology business with a fast-paced learning and
working environment
- A bias for action with a proven ability to work autonomously and challenge yourself to
constant improvement
We expect you to have:
o A bachelor’s degree, or equivalent experience
o Track record of demonstrable success within customer service
o Experience using HubSpot or other CRM system is desirable
o Experience using Intercom or similar support tool is desirable
o Experience and enthusiasm in learning about new processes and ideas to provide a
first-class customer experience to our users
o A positive attitude with a willingness to take on new challenges with a can-do approach
In return, we offer:
o 25 days annual leave entitlement (plus bank holidays) and opportunity to earn more with
length of service
o Flexible approach to remote working
o Life assurance
o Income protection scheme
o Enhanced parental leave
o Employee assistance programme
o Rewards for success; we are results driven and offer bonuses based on performance
o Contributory pension scheme
o Monthly team events
o A remarkable opportunity to join an ethically entrepreneurial business where you can
make a positive difference to our customers, their patients and society at large
o 40 hours per week with some evening and weekend hours within that time
o Monthly team days with regular evening socials and events
o A supportive team environment with a collaborative approach to your learning and
growth
How to apply:
You can apply for this vacancy on our Careers page:
https://econsult.bamboohr.com/jobs/