About the Role
If you thrive on refining processes, and being the go-to expert in a fast-paced environment, this is your opportunity to shine. Our client, a global medical devices company, is currently seeking an Operations Advisor to join their team. You'll sit at the heart of our Patient Services team driving service excellence, transforming raw data into actionable insights, investigating customer feedback, and shaping continuous improvements that directly enhance service delivery.
Role Details:
Location: Sittingbourne (Onsite with 1 day work from home)
Pay Rate: £14.31 per hour
Hours: Full-Time, 37.5 hours per week (Monday to Friday / 9am-5pm)
Contract Length: 6 Months
Key Responsibilities
- CRM Analytics: Lead H2H Dynamics CRM usage; managing standard, ad-hoc, and KPI reports for internal and external stakeholders. Run weekly data checks and internal audits to maintain high data integrity.
- Process & Quality Management: Manage the New Product Request (NARF) process, record overtime/on-call activities, and lead complaint investigations alongside the Operations Manager to track trends and formulate solutions.
- Operational & System Support: Create User Acceptance Test (UAT) scripts and conduct UAT testing in CRM and related platforms. Oversee bulk patient/customer mailings.
- Documentation & Continuous Improvement: Assist in creating, updating, and auditing Business Operating Procedures and policy documentation. Propose and implement service innovations.
- Stakeholder & Customer Engagement: Act as an escalation point for Healthcare Professional (HCP) concerns, host customer awareness/training days, gather coordinator feedback to optimise team performance, whilst maintaining clear customer communications.
What We Are Looking For
- Education: Relevant business qualification and/or equivalent practical business experience. A background in healthcare or customer service provider environments is strongly preferred.
- Technical Skills: Strong proficiency in Microsoft Excel (including pivot tables and advanced formulas) and familiarity with CRM systems.
- Complaint Handling: Proven experience resolving both written and verbal customer complaints and executing issue investigations.
- Communication & Influence: Excellent written and verbal communication skills with the confidence to manage customer expectations, present to external clients, and influence internal stakeholders.
- Organisation & Adaptability: Demonstrated ability to multitask, prioritise under minimal supervision, anticipate risks, and contribute to successful process-improvement projects.
Benefits?
- Electric car charger
- Gym
- Free Lavazza coffee machine
- Starbucks self service cafe
If you're a proactive problem-solver with sharp analytical skills and a passion for helping operations run seamlessly, we want to hear from you.
Randstad Business Support is acting as an Employment Business in relation to this vacancy.
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