Audiology Professional Services Support Officer
* Audiology Professional Services Support Officer
* To act as the first escalation point for field-based teams of Audiologists, Hearing Care Assistants, and Hearing Technicians in the field, our Head Office team, and ultimately our patients.
* Referring on occasion to the Clinical Lead in the event of further escalation being necessary.
* To complete a full range of calls in relation to post-delivery queries and enquiries placed on the Professional Services list.
* Completing 24-48 hr callbacks to private customers following the fitting of hearing aids.
* Follow up on any quotations to private customers.
* To complete in-house repairs to hearing aids sent in by existing patients in line with internal KPIs.
* Postal service for all NHS hearing aids processed in a timely manner.
* To ensure replacement aids are ordered and despatched in a timely manner.
* To liaise with the HADs regarding any refund requests with the aim to resolve any issues at the point of contact.
* Take a proactive approach in improving Patient Journey by responding to customer feedback and through process improvement.
* Ensure tasks are completed with maximum performance and dedication.
* Ensure all work undertaken meets quality & compliance standards.
* Commit to the belief of ‘always do what is right for the patient’.
* Ensure company Policies and Procedures are always adhered to.
Skills, Knowledge & Experience
* Proven track record of auditing work undertaken in the field.
* Customer Service background ideally within Audiology.
* Highly motivated with a drive to succeed and a passion for maintaining a high level of Customer Service.
* An understanding that business objectives and priorities will change and be pro-active in providing Audiology Manager with updates in terms of workload within Audiology Professional Services and make suggestions/ recommendations as to how resources can be allocated to meet/exceed KPI and contractual obligations.
* A requirement to work independently whilst understanding when decisions may need to be referred or further guidance may be needed from Audiology Manager or Clinical Lead.
* Excellent communication skills, both written and verbal.
What we offer
1. Private Medical Insurance
2. Additional holidays with length of service
3. Life Assurance x 4
4. Access to health & wellbeing initiatives
5. Contributory pension scheme matched up to 5% on successful completion of the probationary period.
6. Access to our colleague assistance programme, Health Assured supporting the wellbeing of the workforce.
7. Discounted eyewear and hearing products after qualifying period.
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