Business Support

Company and Role Overview

Main responsibilities 

• Help to promote the development concept of customer service centre as a customer relationship base, by providing warm, friendly, comprehensive, and outstanding responses.
• E-commerce Support – providing customer service to customers on our online stores.
• Managing all incoming contact, identifying, and assessing customer’s needs whilst maintaining exceptional level of customer satisfaction
• Providing support through social media channels, WhatsApp, and Live Chat
• Maintaining and improving upon existing KPIs and SLAs
• Providing technical support to customers to a range of products
• Helping with any other ad-hoc assistance as requested by the company.

Requirements 

• Minimum of two years of experience in customer service role
• Excellent verbal and written communication skills and ability to liaise confidently with internal and external stakeholders.
• Be confident with complaint handling/management, maintaining calm and clear communication.
• Some experience of Zendesk CRM preferred / previous experience with other CRM also highly desirable.

Role Overview

Responsibilities

• Planning of transport for future dates including entering transport requests into the computer system.
• Responsibility for the scheduling and control of ambulance services resources, including volunteer car service drivers for the current day, re-arranging schedules where necessary.
• Liaises between hospital staff, communications centres, transport offices and ambulance crews to ensure patients are conveyed in the most effective and efficient manner, and the service level agreement is maintained at all times.

• Assists Ambulance Car Service drivers with any problems or queries they may have and liaise with the Operations Resource Coordinator.

• Keeps records of all patient arrival and departure times at the hospital.
• Deals with enquiries / complaints from designated hospitals and patients concerning ambulance transportation.
• Assist in the monitoring analysis of the service level agreement and liaise with the Customer Service Manager in providing a focused and reliable patient transport provision.

• Assist the Non-Emergency Services Quality and Complaints Manager as appropriate.
• 1ISO 9001 / 2000 – Ensure that all documentation is completed in accordance with this standard. Assist as required in the completion of internal ISO 9001 / 2000 audits.
• Undertake the training of new staff.
• Manages leave requests and absence management for Patient Liaison Assistants.

Requirements

• Flexibility: The postholder may work at any of the Trust’s sites in line with service needs
• Excellent spoken and written English, including telephone manner and face-to-face communication skills
• Good verbal and non-verbal communication and organisational skills
• IT literate
• Experience in a similar role (desirable)

Role Overview

Responsibilities

• Synchronize the evaluation of the Clinical Management Guidelines including tracking progress, editing, and coordinating with the Communication team for publication on our website and communication materials.
• Provide a collection of the most recent Clinical Management Guidelines in pdf format to the Education department two months before each TC Final Assessment.
• Maintain a record of all direction material and coordinate update procedures, ensuring compliance with governance arrangements for direction reviews.

• Participate in internal and external meetings as needed, passing information to the marketing team and other departments to effectively promote publications and policy initiatives.
• Manage the inbox and incoming calls for the Policy team.

• Arrange the Director of Policy & Strategy's schedule by scheduling, accepting, or rescheduling meetings / emails in their absence, forwarding or responding directly to urgent inquiries.
• Establish and maintain effective electronic filing systems and archives for the department.
• Prepare agendas and papers, take minutes, and arrange in-person and virtual meetings for departments, including monthly department meetings, writers’ meetings, other direction review meetings.

• Coordinate with a variety of interna and external groups by maintaining membership numbers, recruiting new members as needed, updating members on key College activities, and scheduling meetings at agreed intervals.

• Update the Policy & Public Affairs team in staying informed about developments by collecting sources of relevant evidence, tracking and sharing updates from national governments, health services, and other external organizations.

Requirements

• Experience coordinating projects and detailed processes that require accuracy and great attention to detail.               
• Writing agendas, minute taking and meeting administration
• Maintaining and developing administrative systems including activity tracking and processes
• Processing, interpreting and presenting numerical data.

Role Overview

Responsibilities

• Collaborate with the CPD Manager to strategize CPD activities and content to support in outlining specifications of new content based on internal meetings, user feedback, surveys, and other sources of information.

• Plan, develop, and ensure quality of CPD activities and materials.

• Manage the production of training resources and programs across multimedia formats, including online delivery on web and learning management system (LMS) platforms.
• Release Invitation to Tender and Project Brief to production companies for the development of learning materials.
• Review preliminary scripts (e.g., storyboards, animations, videos) and course development (e.g., Adapt packages) against specifications, address queries, and collaborate with production companies and subject matter experts.

• Coordinate with the learning management system (LMS) contractor to ensure the specified requirements are met as well as the quality control and proofreading of online courses.

• Assist the CPD manager in drafting copy and creating materials for marketing communications and social media platforms (e.g., Mailchimp, LinkedIn, newsletters, Twitter).
• Assist the CPD manager in gathering data from the LMS and Google Analytics for reports required by committees (e.g., project progress, reports, website usage, evaluations, survey findings).

• Issue contracts or agreements to production companies and subject matter experts for the development of learning materials.
• Collaborate with HR to draft and manage service agreements with training advisors, subject matter experts, and other specialized contractors as necessary.

Requirements

• Significant experience of managing the production of audio-visual and multimedia materials including planning and managing multiple internal and external projects running concurrently.
• Relevant experience of working, testing or reviewing with learning management system.
• Understanding of e-learning.
• Knowledge of MS Teams or other project collaboration tools.
• Excellent verbal and written communication skills.

Role Overview

Responsibilities

• Conduct information sessions with identified donors to ensure they are well-prepared for the donation and collection process (ensuring informed consent)

• Assess donors for suitability and eligibility based on medical and non-medical factors using correct guidelines established, including referring for further medical assessments when necessary.
• Schedule and oversee relevant medical assessments, collaborating closely with the patient's team and medical advisors to ensure donor medical clearance.

• Communicate with national and international coordinators to complete required documentation within specified timelines.
• Utilize our client's internal databases to accurately record and document donor case notes.
• Coordinate and communicate with specified courier companies to schedule the transportation of products nationally and internationally.
• Collaborate with the international medical team of our client and other affiliated organizations to contribute to the improvement of policies and processes.
• Manage relationships with hospital collection centres, ensuring adherence to our client's global standards through regular meetings and conference calls.
• Represent the DRM team in local and international working groups, providing input to organizational projects as needed.
• Respond to and investigate any quality incidents and adverse events (S(P)EARs), offering recommendations for corrective and preventive actions.
• With support, address donor and transplant centre complaints and provide necessary responses.
• Ensure compliance with all medical/health-related standards, policies, procedures, and documentation requirements set by our client, registries, and regulatory authorities.

Requirements

• Excellent written and verbal communication skills.
• Knowledge of, or ability to understand, medical terminology, case-note documentation, medical history documentation.
• Willingness to become acquainted with a very specific discipline/branch of medical science.
• Good IT skills, including use of MS Office (Outlook, Word, Excel and PowerPoint).

Role Overview

Responsibilities

• Collaborate closely with our client's stakeholders, including hospitals, general practitioners (GPs), international entities, UK medical advisors, and associated labs, to manage the coordination of blood tests.

• Conduct information sessions with identified donors to ensure they are well-prepared for the donation and collection process (ensuring informed consent)

• Assess donors for suitability and eligibility based on medical and non-medical factors using correct guidelines established, including referring for further medical assessments when necessary.
• Schedule and oversee relevant medical assessments, collaborating closely with the patient's team and medical advisors to ensure donor medical clearance.

• Communicate with national and international coordinators to complete required documentation within specified timelines.
• Utilize our client's internal databases to accurately record and document donor case notes.
• Coordinate and communicate with specified courier companies to schedule the transportation of products nationally and internationally.
• Collaborate with the international medical team of our client and other affiliated organizations to contribute to the improvement of policies and processes.
• Manage relationships with hospital collection centres, ensuring adherence to our client's global standards through regular meetings and conference calls.
• Represent the DRM team in local and international working groups, providing input to organizational projects as needed.
• Respond to and investigate any quality incidents and adverse events (S(P)EARs), offering recommendations for corrective and preventive actions.
• With support, address donor and transplant centre complaints and provide necessary responses.
• Ensure compliance with all medical/health-related standards, policies, procedures, and documentation requirements set by our client, registries, and regulatory authorities.

Requirements

• 3 plus years work experience, working in a busy team/organisation.
• Excellent written and verbal communication skills.
• Knowledge of, or ability to understand, medical terminology, case-note documentation, medical history documentation.
• Good IT skills, including use of MS Office (Outlook, Word, Excel and PowerPoint).
• Experience of working with large database/CRM systems.