IT Trainer

The Company

Our client is a leading digital health and telehealth provider which enables care to be delivered outside of hospital walls. They allow patients to be monitored at a time and place to suit them, without the burden of frequent clinic visits. This creates convenience for patients and reduces pressures on overstretched NHS services.

Our client has been growing year on year for the past 5 years now and has seen huge increase of its digital health services, with presence now in UK major cities including London, Edinburgh, Manchester, Newcastle, Sheffield and Hull.

The Role

The IT Trainer will be accountable to the Programme Manager. The main purpose of the role will be to provide IT training and coordination activities to support our client, using organisational and communication skills to meet deadlines and prioritise tasks effectively. The IT Trainer will liaise with all other departments and partners to effectively act as a point of contact in order to manage our customers.

Key Responsibilities

It is expected that responsibilities will include but not be exclusive of any other role requirements:

• Customer Support and Training
• To develop a good understanding of all areas of our application software to ensure you are able to provide the customers with excellent support both during implementation and into BAU.
• Answering inbound calls to the customer support line and resolving customer queries.
• Managing the support mailbox to ensure timely resolution of customer issues.
• Delivering customer training on a wide range of services, including go-live support and occasional patient training where requested by the Programme Manager/customer.
• Providing 1-1, group and tailored training sessions to NHS staff of all grades.
• To become an ambassador of our clients portal to support the growth of the brand and exceed the customer’s requirements.
• Working flexibly when there is a requirement outside normal office hours, for example, to support deployments.
• Working with the Programme Manager in the creation of user guides.
• Reviewing existing user guides to ensure they are in line with customer “ways of working”.
• Producing and distributing training materials and manuals which support training and are specific to the end users’ needs.
• Assisting with the design and development of training courses and associated materials, including eLearning.
• Reviewing product documentation in association with the Product Management team.
• Assisting the Programme Manager with customer engagement meetings.

Systems administration

• Setting up new customers on our clients portal.
• System administration on behalf of customers.
• Managing complaints and escalations to the Programme Manager and collating the relevant information from the customer to assist with resolution.
• Providing reports to customers on an adhoc and scheduled basis.

Billing, Invoicing and payments

• Assisting with billing, invoicing and payment processes including liaising with the accounts team.

Relationship Management

• Regular and clear communications with customers and the various departments within our client.
• Keep up to date regarding changes customer sites and in the product marketplace to be able to advise customers on the relevance of our products in meeting their requirements.
• Ensure the customer has a copy of the most recent Customer Service Plan and understands the support process.
• Project/Contract management
• Supporting the project delivery of new customer contracts.
• Assisting the Programme Manager to develop processes and procedures as the PMO expands.
• Assisting with the creation of project plans for implementation.
• Attending review meetings and project board meetings as required by customers.
• Supporting the Programme Manager in the development of new services for implementation in new and existing customer bases.
• Providing regular feedback to the Programme Manager on the progress of project implementation and customer updates.
• Ensuring that lessons learnt from all projects are properly documented and adequately communicated to the Programme Manager.

Person specification

• IT skills, experienced with business computer programs; MS Outlook, MS Word, MS Excel etc.
• Experience in delivering IT training to staff with varying levels of IT competence.
• Clinical systems experience desirable.
• Quick learner with an ability to multi-task and handle variable workloads.
• Experience of working towards tight deadlines and prioritising tasks under pressure
• Excellent attention to detail
• A commitment to the role and the wider organisation.
• An empathetic individual able to work with patients and clinicians to understand and assist with any challenges they may encounter during and after project implementation.
• Excellent relationship management skills with colleagues and customers.
• Positive approach to taking on new tasks and a great team player.
• Demonstrable time management and organisational skills
• Willing to contribute ideas and suggestions for improving workflow and efficiency.
• Very independent with a proactive approach to finding solutions and problem solving.
• Confident in communicating professionally with internal colleagues and at multiple levels of an organisation.