Audiology Professional Services Support Officer

Audiology Professional Services Support OfficerAudiology Professional Services Support OfficerTo act as the first escalation point for field-based teams of Audiologists, Hearing Care Assistants, and Hearing Technicians in the field, our Head Office team, and ultimately our patients.Referring on occasion to the Clinical Lead in the event of further escalation being necessary.To complete a full range of calls in relation to post-delivery queries and enquiries placed on the Professional Services list.Completing 24-48 hr callbacks to private customers following the fitting of hearing aids.Follow up on any quotations to private customers.To complete in-house repairs to hearing aids sent in by existing patients in line with internal KPIs.Postal service for all NHS hearing aids processed in a timely manner.To ensure replacement aids are ordered and despatched in a timely manner.To liaise with the HADs regarding any refund requests with the aim to resolve any issues at the point of contact.Take a proactive approach in improving Patient Journey by responding to customer feedback and through process improvement.Ensure tasks are completed with maximum performance and dedication.Ensure all work undertaken meets quality & compliance standards.Commit to the belief of ‘always do what is right for the patient’.Ensure company Policies and Procedures are always adhered to.Skills, Knowledge & ExperienceProven track record of auditing work undertaken in the field.Customer Service background ideally within Audiology.Highly motivated with a drive to succeed and a passion for maintaining a high level of Customer Service.An understanding that business objectives and priorities will change and be pro-active in providing Audiology Manager with updates in terms of workload within Audiology Professional Services and make suggestions/ recommendations as to how resources can be allocated to meet/exceed KPI and contractual obligations.A requirement to work independently whilst understanding when decisions may need to be referred or further guidance may be needed from Audiology Manager or Clinical Lead.Excellent communication skills, both written and verbal.What we offerPrivate Medical InsuranceAdditional holidays with length of serviceLife Assurance x 4Access to health & wellbeing initiativesContributory pension scheme matched up to 5% on successful completion of the probationary period.Access to our colleague assistance programme, Health Assured supporting the wellbeing of the workforce.Discounted eyewear and hearing products after qualifying period.
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