Assistant Service Manager

Assistant Service ManagerPerm; Full time (Ideally worked Friday to Tuesday, however we are flexible with how these days are worked)Hybrid (1 day in London, N11), with occasional travel around the UKCirca £33,000 per annumReporting to the Head of Service Delivery Company BenefitsFlexible working hours Remote working, within the UK Competitive salaryTraining & Development opportunitiesRecruitment referral fees Free exercise and well-being sessions provided by professional establishments Cycle to Work SchemeEnhanced parental leaveResponsibilitiesThis role will serve two purposes in the GPDQ Service Delivery Team. The core focus will be in managing the Customer Service Team, with a view to cross train and develop the successful candidate in account management, supporting our growing clientele.Management of the Customer Service TeamScheduling shiftsMonitoring call log and reporting on call volume trendsCovering out of hoursProcessing Covid test resultsRespond to complaintsAnswering calls and emails related to airport queriesEngage and motivate team members to deliver high quality customer serviceAssisting with on call duties including weekend and Out Of Hours on rotationManaging Key clients requests and producing weekly/monthly reportsManaging Patients notes & referralsAccount ManagementAct as the main point of contact in all matters relating to client concerns and needsAccountable for client strategy/account plan. Build and strengthen client relationships to achieve long-term partnershipsUpselling and cross-selling products and services through a thorough understanding of GPDQ’s product and service offeringsMaintain accurate client records, keeping track of any contract updates and renewalsEnsure invoices are raised and paid in a timely mannerData quality monitoring, analysis and performance reportingParticipation in service improvement and development, including the holding of regular service reviewsDelivering on agreed KPIs and where needed, creating KPIs that meet both business requirements but also the client’s needsWork alongside the product team to create processes in relation to the type of service GPDQ is looking to deliverManaging patient/client concerns and complaints + responding in a timely fashionMaintaining excellence in a quality delivery model which abides by CQC/UKAS requirements where applicableConstant monitoring of KLOE domainsUnderstanding the implications of governance when it comes to service deliveryWork with other members of the team to ensure the effective functioning of our corporate governance arrangements and team’s responsibilities at all timesMake sound judgements when faced with a range of information relating to clinical and non-clinical situations and exercise analytical skills to explore the range of options and to ensure matters are relayed to the appropriate person in a timely mannerEnsure processes and procedures are in place to abide by regulationsRota Management:Coordination and oversight of complex clinic scheduling managementEnsure rotas are effectively managed and salaried clinicians are utilised at all timesActing as a point of contact for clinicians and clients for rota queriesSigning off agency/ bank clinicians’ timesheetsEssential requirementsPrevious experience in a busy account/service management teamPassion for client service and GPDQ’s workExcellent customer service skillsStrong stakeholder management and influencing skillsHands-on commitment to client delivery, including the ability to deliver on-site services as neededCapable of writing and analysing reportsHappy to manage multiple projects on a regular basisExcellent administration, organisational and communication skills, both written and verbalAbility to respond to changing demandsReliable with a “can do” attitude Both proactive and creative in their approach to problem solvingAbout usGPDQ provides nationwide healthcare services for individuals, businesses, and the NHS. Led by NHS GP, Founder and Chief Medical Officer, Dr Anshu Bhagat, with services delivered by a multidisciplinary team, we harness the benefits of technology to deliver better local access to healthcare. Our services include GP consultations, physiotherapy, mental health, audiology, health checks, blood tests, vaccinations and more. Consultations take place online, at home or in a clinic with a GPDQ vetted GMC-registered NHS GP or highly skilled multidisciplinary team member.Our reason for beingWe help people to stay healthy by revolutionising access to primary healthcare in the home, workplace and community.  Our Core valuesCare: we make people feel genuinely cared forEfficiency: we seek out efficiencies to improve healthcareInnovation: we relentlessly innovate and adapt to meet patient/ customer needsCollaboration: we work with partners to enhance healthcare deliveryDedication: we use our professional skills to help others live their best lives Equality & DiversityGPDQ is an equal opportunities employer. We understand that not all people are the same and it is our mission to help support people in their journey. We pride ourselves on our diverse workforce and we have a commitment to equality and diversity amongst both our employees and prospective applicants; we ensure that all applicants are treated fairly throughout our recruitment and selection process. We are determined that no applicant experiences discrimination on the basis of age; disability; gender reassignment; marriage and civil partnership; pregnancy and maternity; race; religion or belief; sex; sexual orientation; or any other basis prohibited by law.