Long Term Strategic Partnerships (LSP) / Back Office Coordinator

We now have an exciting new opportunity within Philips Healthcare working in our busy Services Support Centre for our Managed Service team. We are seeking an exceptional individual to take the role of Solutions Analyst and Coordinator. You will possess excellent analytical and customer handling skills, have a close eye for detail and accuracy, be an exceptional problem solver, with the ability to work both independently and as part of a small team to ensure you deliver the optimal reporting solution and customer service.

Your role:

• Create and maintain suite of shared Customer facing and internal operational and financial excel reports using extracted data from Philips ERP system and workflow including performance, conformance, exception and asset tracking.
• Using SalesForce.com, check data, create and manage plans, cases and records.
• Analyse reports to ensure accuracy and identify trends to support corrective and preventative action.
• Follow up internally with relevant back-office departments and externally with customers as required to ensure data is complete and accurate.
• Control the access to reporting for internal and external stakeholders.
• Work with procurement, liaising with 3rd party suppliers regarding service provision and pricing.
• Collaborate with finance and back-office admin teams to ensure data accuracy and financial reporting.
• Support Customer Delivery Manager with performance reporting, including attending governance meetings as needed.
• Answer customer calls and register them on the management system.
• Escalate calls as necessary to LSP Team Leader or Management for prioritization.
• Manage and coordinate Preventative Maintenance schedules per contracts.
• Keep call and Asset management systems updated to reflect current status.
• Generate call management & exception reports via Equipment Management Systems.
• Communicate with customers via phone, email, and Customer Portal.
• Undertake special responsibilities or projects as directed by the LSP Team Leader.
• Coordinate with Planning, Service Logistics, and Contracts teams to resolve customer issues.
• Manage shared email inboxes and multi-channel communications.
• Work closely with Field teams & Customer Delivery Managers to support customer needs.
• Attend customer site visits and act as a Customer Advocate for the team.

Ideal candidate:

• Motivated, proactive, eager to learn and develop your career.
• Resilient, confident, with excellent problem-solving skills.
• Analytical with experience in data manipulation and MS Excel.
• Capable of working independently and in a team.
• Ownership-oriented, calm under pressure, adaptable.
• Excellent written and verbal communication skills.
• Customer-focused, trustworthy, confident.
• Strong organizational skills and ability to manage priorities.
• Ability to meet targets and deadlines.
• Proficient in Microsoft Office Suite.
• Attention to detail and accuracy.

Location and working arrangements: This role is based in Farnborough, Hampshire, with hybrid working (initial training onsite, then flexible work from home 2 days/week). Shift patterns: Monday – Friday, between 8am -8pm, with standby on weekends. Shifts include standard, late, and weekend standby, generally 1/6 rotations. Weekend and late shifts may be performed from home.

Compensation and benefits: Competitive salary based on experience, shift allowance, performance bonus, family-friendly policies, flexible benefits, and access to Philips University. Discuss all benefits with your recruiter.

Application encouragement: If interested and you meet many but not all requirements, we encourage you to apply. We value diversity and inclusion.

About Philips: A health technology company committed to accessible, quality healthcare for all. Join us in making a difference.

Our commitments in the UK: Recognized as a Disability Confident employer, part of the Armed Forces Covenant & Mental Health at Work. We welcome all applicants, including those from minority backgrounds, LGBTQIA+, and individuals with disabilities. Share any needs for adjustments during recruitment and beyond.