Chorley office / hybrid
Mission
We are one of the UK's largest developers of pharmacy software solutions who pride ourselves not only on the quality of our products but on delivering an exceptional customer service and customer experience at every stage. Are you a natural customer care advocate with extensive customer service experience and like the sound of furthering your career and potential in the IT industry by joining a leading Healthcare solutions company? Do you want to work in a varied customer centric role where you'll be the voice of the Company, providing first point of contact support and training for those pharmacy customers using our award winning software. Would you like a role with a mixture of office and site based work?
Based out of our office In Lancashire, you will provide technical support and remote/on-site training for our products and services. This includes, but not limited to resolving technical issues and providing training as needed for our pharmacy customers.
Could this be your next role?
You’ll be joining our Chorley based team with modern open plan offices and the opportunity to work from home every Friday. You'll provide remote and site based support to a UK wide client base so a driving license is essential.
Day to day duties will include:
1. Resolving customer incidents and training support by means of;
2. Telephone
Remote / Dial In
On Site
3. Providing a friendly and professional service to their customers at all times
4. Ensuring all customer incidents are resolved in line with company timescales.
5. Managing customer incident progress, call backs and correspondence when required.
6. Prioritising calls and incidents and escalating to the appropriate line manager when required.
7. Providing support and guidance to customers throughout migration to their products
8. Delivering training in a mix of formal (for example, classroom,), informal (for example, floor walking on-site at a pharmacy) or online (for example, Zoom/CentraStage) settings, to internal and external stakeholders.
9. Delivering training in a consistent manner, utilising the documentation provided by the Lead Trainer, such as lesson plans, power point presentations etc.
10. Continuously improving services through evaluation; completing trainer sign off forms, capturing verbal feedback and making recommendations for improvement through the appropriate channels, for example to the Product Management team, or Lead Trainer.
11. Attending regular upskilling sessions with the Lead Trainer to ensure product knowledge and training delivery skills are continually refined.
12. To be a Subject Matter Expert for our Pharmacy product suite and the main point of contact for internal colleagues when ‘How do I’ type queries arise.
Profile
Is this you?
13. You will have a passion for technology and will have ideally worked in a technical support or helpdesk type role before.
14. You will be able to work comfortably under pressure and in partnership with team members to help resolve customer issues and questions
15. You will have a can-do creative attitude, with the ability to apply that to customer problems
16. You will be able to prioritise, manage multiple incidents/calls and meet deadlines
17. You will have excellent written and verbal communication skills and be comfortable in the use of applications such as MS Office Suite
18. You will hold a current full driving licence
19. You will be prepared to travel as required by the business and be willing to work outside normal office hours where customer requirements dictate
It would also be nice if you had:
20. Experience of training or presentation delivery
21. Willingness to gain a nationally recognised training qualification
22. A qualification in Information Technology eg.. CompTIA or BTEC etc..
In return you'll be offered a long term career with full training and development and a competitive salary package
Skills
Customer Service IT communication skills technical support IT support service desk help desk training call centre support analyst
Office Location and Useful info
We’re based in an open plan, purpose built office with parking on a business estate just on the outskirts of Leyland. We have the whole building, spread over two floors with a mostly open plan working environment. There’s lots of windows and natural light, it’s a calm, pleasant and friendly workplace, with a great canteen/break out space along with some outside space for those brighter dry days to eat outside or head for a walk. Leyland is famous as once being the home of one of the largest vehicle manufacturers in the UK; British Leyland – probably best known for their trucks and buses. There are several retail parks and leisure centres, the town centre also has a thriving market along with a mix of independent and well known chain stores. Leyland has great access to road links to Preston, Blackpool and Chorley, as well as the M6 and M58 if heading to Manchester, Liverpool or north towards Lancaster and The Lakes. Life at Cegedim Healthcare Solutions: We are passionate about technology and take great pride in producing innovative IT solutions that have a direct and positive impact on the UK health sector.We’re also a friendly, professional, highly skilled, hard-working and sociable team! We hold regular work and social events, online and in person, to keep our teams up to date with what’s going on across our group, as well as variouscharity, sports or other interests/hobby related activities for those who wish to take part. We introduced innovation days; a day per month for every employee to invest in developing ideas and supporting new innovations – whether it’s focusing on a particular project, gaining insight into a different area of the business or getting together with colleagues to brainstorm, sharing knowledge, expertise and looking at new ideas and innovations to benefit our customers, our teams and our business. If you're working in one of our offices there are various break out and/or kitchen areas - and outside/green space areas at or near to the offices - allowing you to have some time away from desk; go for a stroll, take some exercise, eat your lunch, catch up with colleagues, read, listen to music, play computer games, so you have somewhere to relax, refresh and reboot. We have a casual dress code.
Words from our recruitment team
Hello, I'm Paul - my team and I manage the Internal Recruitment function for the Cegedim businesses across the UK. I'm always happy to hear from you, whether you are applying for a specific vacancy, want to know about upcoming opportunities or just want to have a chat about working here. You can contact me at