Senior Service Analyst

at  NHS England

Transformation
The NHS Transformation Directorate is a department NHS England that focuses on leading and supporting the transformation of healthcare services. Its aim is to improve the quality, efficiency, and accessibility of healthcare through various initiatives and projects.
The directorate works on integrating new technologies, digital solutions, and innovative practices into the NHS to enhance patient care and streamline operations. Key areas of focus typically include Collaboration Platforms, Mobile and Remote Working, Cybersecurity data analytics, service redesign, and the adoption of cutting-edge medical technologies. The overarching goal is to create a more modern, effective, and patient-centred healthcare system.
Take responsibility for providing service reporting and analysis alongside general support to the Service Delivery Team.
Be a key member of the team as well as supporting effective communication and stakeholder management, both internally and externally.
Support teams to ensure that the portfolio of tasks/projects is planned, managed and delivered effectively.
Work within Customer Service Operations, interact with internal and external stakeholders to tackle the root cause of customer issues and problems, focusing on improving the customer experience and make recommendations for delivering efficiencies where possible.
Champion opportunities in the business to improve the customer experience and drive positive change to processes and systems whilst ensuring practices are in line with enhancing the customer experience.
Be able to Identify and record problems and ensure they are assigned to the correct resolver group/service provider for investigation and diagnosis.
Ensure all other SIAM processes are adhered to such as Change Management.
E ns u r e t h a t a l l activities, co n cer n s, a n d enquiries, etc are h a n dl ed acc o r d i n g t o a greed p r o c ess e s a n d proced u r e s a nd t he a bili t y t o deal se n s i t i v e l y w h e n p r es e n t ed w i t h d i f f i cu l t a n d s o m etimes ch all e n g i n g p e o pl e and situ a t i o n s.
B e ada p t a bl e t o a co n s t a nt ch a n g i n g a n d cha ll e n g i ng e n v i r o n m e n t i n a b u sy a n d de m a n d i ng r o l e.
This post can be based in either Leeds or London
The NHS England board have set out the top-level purpose for the new organisation to lead the NHS in England to deliver high-quality services for all, which will inform the detailed design work and we will achieve this purpose by:
Enabling local systems and providers to improve the health of their people and patients and reduce health inequalities.
Making the NHS a great place to work, where our people can make a difference and achieve their potential.
Working collaboratively to ensure our healthcare workforce has the right knowledge, skills, values and behaviours to deliver accessible, compassionate care
Optimising the use of digital technology, research, and innovation
Delivering value for money.
If you would like to know more or require further information, please visit https://www.england.nhs.uk/.
Colleagues with a contractual office base are expected to spend, on average, at least 40% of their time working in-person.
Staff recruited from outside the NHS will usually be appointed at the bottom of the pay band.
See attached job description

ESSENTIAL SFIA SKILLS:

• Service level management

Monitors and logs the actual service provided, compared to that required by service level agreements.

• Incident management

Following agreed procedures, identifies, registers and categorises incidents. Gathers information to enable incident resolution and promptly allocates incidents as appropriate. Maintains records and advises relevant persons of actions taken.

• Customer service support

Responds to common requests for service by providing information to enable fulfilment. Promptly allocates unresolved calls as appropriate. Maintains records, informs users about the process and advises relevant persons of actions taken.
Handling customer escalations and ensuring that steps are taken to understand the underlining root cause.
If you like what you have read and think you have the skills and experience, we need then don’t delay, apply today! We get lots of applications for our roles and so we sometimes have to close our posts early. Don’t miss out

Please refer the Job description for details