Audiology Professional Services Support Officer

Job Title: Audiology Professional Services Support Officer

Reporting to: Audiology Manager

Salary:19,500 per annum

Hours: Monday to Friday 37.5 hours per week

Qualifications: GCSEs grade C or above in Maths and English

Job Summary

We're OutsideClinic - the UK's leading home-visiting optician and hearing specialist. We have provided at-home sight and hearing care for older people within their communities for over 30 years. We believe that clinically excellent eye and hearing care should be accessible and affordable for all. Our mission is to change people's lives by delivering excellent optometry and audiology services in the homes of people who can't get to the high street unaided.

The role of the Professional Services Support Officer is vital in continuing to offer full support and guidance to our field-based teams of Audiologists, Hearing Care Assistants, and Hearing Technicians in the field, our Head Office team, and ultimately our patients.

Based at our Head Office in Swindon your contribution will be to provide essential administrative support to the different sections of our Professional Services team. Full and extensive training will be given to the successful candidate on an ongoing basis.

Principle Accountabilities

• To 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.
• Use the IT /Phone system (Avaya) in line with laid down company procedures.

Skills, Knowledge & Experience

• Proven 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 offer

• Private medical insurance
• Life assurance
• A friendly environment with regular team days
• Relaxed dress code
• Comprehensive training
• Career progression opportunities
• Additional holidays with length of service
• Contributory pension scheme matched up to 5%
• Free sight and hearing tests and discounted eyewear and hearing products