About Preventx Preventx is the largest provider of remote sexual health testing in the UK. We are a trusted partner, supplier and adviser to the NHS and local authorities across the UK and through Sexual Health London we partner with the NHS to run the largest publicly funded remote sexual health testing programme anywhere in the world. Through our innovative digital tech and expert integrated laboratory, we aim to make remote testing a convenient, reliable and normal part of looking after your health. What we do We empower people to access reliable, trusted remote sexual health services, through our adaptable digital platform, efficient self-sampling and in-house laboratory. Our healthtech is human People are at the heart of Preventx. We are a team of people passionate about what we do and motivated by changing the landscape of public health for the better. Our Mission Our mission is to empower people to take control of their health and wellness, through easy to access and cutting-edge digital healthcare services. Our Values Empowering, Innovative, Collaborative, Human Main Duties & Responsibilities • To communicate information with Service User Support employees on a variety of departmental matters and procedures • To exercise judgements when dealing with enquiries and to analyses information to resolve problems • Communicate with service users, giving advice or sign-posting appropriate to role. • Answering the Service User Support helpdesk phonelines, dealing with service user queries - give advice/reassurance/take messages/ contact details/check postal kit progress • Triage, answer and delegate queries as and when required • Assist in helping service users with a blood sample kit over the phone if required • Undertake surveys or audits, as necessary to own work. • Monitor and maintain information systems • Develop databases/spreadsheets, to collate or produce reports on a regular basis. • Input data onto relevant systems, required to store and retrieve information or to collate and report data • Optimise the use of technology for area of own work • Refer service users to the clinical team for any clinical advice. • Respond to electronic methods of communication, including all of the product platforms regarding postal kit results/ service users checking if their kit has been dispatched/received. • Liaising with other professionals outside of Preventx when required adhering to confidentiality policy. • Report any safeguarding issues to the quality team and or/line manager/specialist nurse • Follow the standard operating procedure for the Service User Support helpdesk This job description is not exhaustive and serves only to highlight the main requirements of the post holder. The line manager may stipulate other reasonable requirements. Person Specification The preferred candidate will have the following experience, abilities, and aptitudes: (Essential/Desirable) Qualifications • College level education or completed apprenticeship. (Essential) • Qualifications in business or customer services. (Desirable) Knowledge and Experience • Significant office experience(Essential) • Excellent customer service skills and the ability to use conflict management (Essential) • Customer service training (Essential) • Experience in a health care setting (NHS or private) (Desirable) • Experience in digital/ remote customers services. (Desirable) • STI training (Desirable) Skills/Abilities • Excellent communication skills, oral, written and listening (Essential) • Works as part of a team (Essential) • Computer literacy (Essential) • Excellent communicator both face-to-face and on the telephone (Essential) • Ability to use tact and empathy (Essential) • Ability to manage repetitive tasks (Essential) Personal Qualities • Professional attitude towards customer service (Essential) • Trustworthy and nonprejudicial (Essential) • Enthusiastic about the role (Essential) • Assertive and diplomatic (Essential) • Motivational (Essential) • Good time manager (Essential) • Flexible to meet the needs of the service (Essential) • Change agent skills (Desirable) Please note that this role is on site in Sheffield, S9 2EQ.