Band 5 Recruitment Customer Services Officer

Job summary

The post-holder will be responsible for supporting the Account manager in the delivery of a high quality, responsive, account management service to a range of NLPSS clients and partners.

The role of the Customer service officer will be to support the Account manager in ensuring that customers are provided with regular activity reports, meet with customers on-site as required and on a regular basis to review feedback, performance against KPIs, to identify concerns and agree plans to address these, and to offer expert advice on services within own remit.

The post holder will be responsible for supporting managers with use of systems utilised by NLPSS including the delivery of training.

The Customer service officer will work within the client services team and will work alongside other customer service officers and support account managers as and when required.

Main duties of the job

Responsible for supporting the Account Managers and and Head of Client Services and Global Process Owner on ad hoc project work as and when required including reviewing and developing guidance for service users.

Provide various reports on activity, performance, KPI, themes and trends including the management of ad hoc requests as and when required. Analyse the monthly reports and highlight areas of concern and work within the client services team to address any areas for improvement.

Responsible for providing training on NLPSS systems to service users.

Hold regular feedback sessions with service users to review and improve customer experience.

Regularly review training material, and communication briefs to keep up to date with changes and incorporate into training.

Support hiring managers and customers on bespoke campaigns and hard to recruit roles as and when required.

Keep own knowledge up to date in relation to legislation changes, local and national policy and share best practice and standardisation recommendations. Attend workshops and seminars to expand existing knowledge of services within own remit as required.

Undertaking and supporting with auditing and compliance checks as and when required.

About us

North London Partners Shared Services is a partnership between 10 NHS provider organisations within North Central London. These include large acute hospitals, teaching hospitals, specialist tertiary centres and mental health/community providers. The 10 provider organisations have a combined workforce of 43,000 staff and a combined turnover of £4.3 billion.

North London Partners Shared Services are hosted by Royal Free London NHS Foundation Trust and all of the staff members working in shared services are employed by Royal Free London NHS Foundation Trust.