Sam Mayhew Email & Phone Number

Milton Keynes, England, United Kingdom

Milton Keynes, United Kingdom

Bedford, Bedfordshire, United Kingdom

Milton Keynes, United Kingdom

Provide advice and guidance to the customers on the various NPS Social Care Products and related third party products.Investigate issues raised by the customer on the various NPS Social Care Products and related third party products.Provide information to the 3rd Line Teams to enable further technical investigation and resolution to the customer’s issue.Proactively provide updates to the customers on the progress of their issues.Ensure the Social Care area of the NPS Customer… Show more Provide advice and guidance to the customers on the various NPS Social Care Products and related third party products.Investigate issues raised by the customer on the various NPS Social Care Products and related third party products.Provide information to the 3rd Line Teams to enable further technical investigation and resolution to the customer’s issue.Proactively provide updates to the customers on the progress of their issues.Ensure the Social Care area of the NPS Customer Portal is up to date with the required documentation and software downloads.Ensure the delivery of the chargeable NHS Extract Service provided via the NPS Social Care Customer Support team is delivered successfully within the security requirements of the Service – Including identifying and addressing security breaches by the NPS Social Care customers.Liaise with other teams with NPS outside of the Social Care team where required.Endure issues escalated by the customers are made visible to the relevant teams and escalate where required to line manager. Show less

Milton Keynes, United Kingdom

Shift Management – Multi site/multi skilled staff/Patient streams within call centre by managing multi-site/multi skilled staff/Patient streams within the call centre/s, ensuring KPI and SLA targets met and complaint/feedback handling.Team Management – all aspects of line management, performance, attendance & conduct, feedback & 1-2-1’s/annual appraisals, recruitment & selection, Conducting meetings – formal/informal.This also involved some small project management, setup of a… Show more Shift Management – Multi site/multi skilled staff/Patient streams within call centre by managing multi-site/multi skilled staff/Patient streams within the call centre/s, ensuring KPI and SLA targets met and complaint/feedback handling.Team Management – all aspects of line management, performance, attendance & conduct, feedback & 1-2-1’s/annual appraisals, recruitment & selection, Conducting meetings – formal/informal.This also involved some small project management, setup of a new service, developing/updating internal systems and information management. The Call Centre Manager also delegated to me with Timesheet invoicing and processing. I was also tasked with delivering presentations to internal departments & external visitors. Show less