Customer support analyst
Xyla, part of Acacium Group
Stoke-on-Trent/hybrid
Permanent, full time
£24,960pa
Unlock your potential:
Xyla, part of Acacium Group, is an integrated healthcare solution that improves people’s lives and alleviates the demands of the UK healthcare system. Our services help people avoid hospital or accelerate them safely through it, with specialist support in their community or homes whenever needed.
As an Customer support analyst, you will be an essential part of our service desk team, acting as the primary contact for all Xyla customers supporting our software products. Your role will emphasise providing exceptional customer service by promptly and effectively addressing customer queries.
With over 25 years of experience, our accelerated care pathways team are experts in helping patients return home or to a suitable place of care when leaving hospital and work closely with the individual and their family to ensure a safe and smooth transition by making sure patients have a dedicated point of contact to help them make informed choices about their care and reclaim independence.
Every day you will…
1. Develop a good understanding of the continuing healthcare framework.
2. Diagnose and replicate system errors on our in-house NHS software systems.
3. Action corrections to the data held on our software products.
4. Discuss queries and requests with our software customers via tickets and telephone calls.
5. Comply with SLA’s, escalating issues where necessary.
6. Liaise with internal stakeholders and our second line team when necessary to resolve customer issues and requests.
What’s in it for you?
In return for your hard work, we offer an exciting place to work, with a wide range of benefits, rewards, and opportunities to grow your career, including:
7. Opportunities to enhance your experience and skillset by moving across the global organisation
8. Flexible working model with opportunities to work from home
9. Workplace pension scheme
10. Gym Flex – discounted gym memberships UK wide
11. Discounted Tastecard membership
12. Reward Portal, offering discounts on shops, restaurants and bars
13. Cycle to Work scheme
14. Health Assessments and Dental Insurance
15. Life Assurance and Critical Illness Cover
Join us and make a difference!
If you want to join a global, marketing-leading organisation who are committed to the human side of business, then look no further. Acacium Group is a global healthcare solutions partner offering staffing, managed services and innovative delivery models to health and social care systems and the life sciences industry. We are a business with scale, leading digital capabilities and a strong financial profile, with a vision to be the leading global healthcare solutions partner.
We are powered by the best people and have an unrivalled and diverse range of capabilities, all while incorporating our company values into everything we do - Putting People First, Always by your Side, Driven by Excellence.
Join us and play a key part of shaping the future of society and improving people’s lives!
To thrive in this role, you must ideally have…
16. Experience working in a high-volume call centre environment.
17. Demonstrated experience working to processes and have a process driven mindset.
18. Strong IT literacy
19. A genuine interest in working in an IT capacity.
Our Inclusion Commitment:
We are passionately committed to being a truly inclusive and diverse company- it is at the heart of our core value of Putting People First. We continue to enhance our culture of inclusion and diversity across all of our roles and actively encourage applications from all backgrounds and communities.
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