At a Glance
- Tasks: Guide GP practices through onboarding and provide ongoing support for our innovative health tech software.
- Company: Join Abtrace, a pioneering health tech company transforming patient care in London.
- Benefits: Enjoy a competitive salary, private pension, flexible working, and generous parental leave.
- Other info: Be part of groundbreaking technology that directly impacts patient health outcomes.
- Why this job: Make a real difference in healthcare while working with a dynamic, multi-disciplinary team.
- Qualifications: Experience in GP practice or strong understanding of the NHS is preferred.
The predicted salary is between 35000 - 45000 £ per year.
The Company
Abtrace is a health tech company based in London, with a team of doctors, researchers, developers and data scientists that bring together software engineering, machine learning expertise and medical experience to build clinical algorithms to support primary care clinicians. The team is dedicated to creating digital health software to deliver Population Health interventions individualized to patients. This involves the continuous scanning of the entire health record of a patient to detect signals of deterioration, early onset of new disease and opportunities for preventative interventions. Our innovative platform empowers GP practices, Primary Care Networks (PCNs), and Integrated Care Boards (ICBs) to streamline patient management, improve outcomes, and maximise funding. We work with over 600 primary care practices covering 2.5 million patients.
The Role
We are seeking a skilled professional to become a member of our team as a Customer Experience Specialist, to ensure our clients achieve the best possible outcomes with our software.
Responsibilities
This is a customer facing role and responsibilities include:
- Onboarding: Guide GP practices through the onboarding process, ensuring smooth setup and configuration of the Abtrace platform. Build and maintain strong relationships with clients, acting as their primary point of contact.
- Training & Support: Deliver effective user training sessions tailored to various team members within a practice. Use your experience in recall searches to teach users how to build these within the Abtrace software. Offer continuous support by addressing issues promptly and collaborating with the broader team - including technical, product, and clinical members - to deliver solutions swiftly.
- Proactive Engagement: Track client usage data to uncover opportunities for enhanced utilization and maximize adoption. Take proactive measures to guarantee that practices gain the greatest benefit from the software and can effectively utilize new features. Conduct renewal discussions by presenting compelling, evidence-supported value propositions linked to clinical outcomes and usage data.
- Feedback & Collaboration: Gather and relay user feedback, feature requests, and possible enhancements to the internal team to assist in shaping the roadmap. Work closely with the Activations team to exchange insights and develop process enhancements that guarantee a smooth customer experience.
Requirements
Essential Criteria:
- Experience in a GP practice setting or a solid understanding of the NHS or healthcare system is preferred.
- Exceptional interpersonal and communication skills, with a proven ability to build and nurture professional relationships.
- Strong organisational and self-direction capabilities, able to manage your time effectively while working independently.
- Solid understanding of GP practice operations, including workflows, use of searches in EMIS/SystmOne, and how these have implications for practice performance / payments.
- Foundational understanding of recall for QOF, Locally Commissioned Services, and Medication Monitoring.
- Proven experience in relationship management or customer-facing roles.
Benefits
Competitive salary, depending on experience. Private Pension. Generous maternity/ paternity leave. Flexi working & possibility for remote working. Company's office in Paddington - easy commute and comfortable surroundings. Motivated, highly functioning, multi-disciplinary team. Opportunity to be involved in ground-breaking technology impacting patient health.
Customer Experience Specialist in London employer: Abtrace
Abtrace is an exceptional employer that fosters a collaborative and innovative work culture, where employees are empowered to make a meaningful impact on patient health through cutting-edge technology. Located in the heart of London, our team enjoys a flexible working environment, competitive benefits, and the opportunity for professional growth within a motivated, multi-disciplinary team dedicated to improving primary care outcomes. Join us to be part of a forward-thinking health tech company that values your contributions and supports your career development.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Specialist in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Abtrace. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Abtrace before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Specialist in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Abtrace:Your cover letter is your chance to shine! Tell us why you want to work at Abtrace specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Abtrace!
How to prepare for a job interview at Abtrace
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
