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Implementation Specialist

Package

Our Offices are in Tavistock, Devon and this role is predominantly office based. Hybrid working is available after successful onboarding and completion of 12 week probationary period.

  • £25,000-£27,000
  • 23 days holiday per annum + Bank Holidays
  • Company Bonus Opportunity
  • Mon-Fri 09.00-17.00 (37.50 hrs per week)

Experience

Training & development: 1 year (required)

Salary

£25,000.00-£27,000.00 per year

Job Type

Full-time, Permanent

Work Location

In person

Schedule

  • 8 hour shift
  • Monday to Friday

Supplemental pay types

Bonus scheme

Benefits

  • Bereavement leave
  • Casual dress
  • Company events
  • Company pension
  • Cycle to work scheme
  • Discounted or free food
  • Free parking
  • On-site parking
  • Sick pay
  • Work from home

Care Control & Job Profile

Care Control is a fast-growing business specialising in the design, development and delivery of the BEST Care Software in the market. Care Control was founded in 2016 and has grown from strength to strength. The coming years promise to be extremely exciting with some fantastic plans in the pipeline. We are a friendly and varied bunch based in the wonderful town of Tavistock, Devon working from a relaxed and informal office space.

Role Description:

The role of Implementation Specialist is integral to the Customer Service Team, and you will provide outstanding levels of support to new Care Control customers. The key to this role will be to offer excellent levels of customer support to ensure the onboarding process and customer experience are second to none.

The aim will be for all new customers to receive an effortless, smooth, and trouble-free joining experience. You will be responsible for ensuring new customers are using Care Control software to its fullest potential and receiving the best possible experience by evaluating customer’s needs, developing configurations of Care Control that support business processes, design, and execute implementation plans. Additionally provide training and end user support during implementation/training periods, gradually transitioning the customer to the support help desk for ongoing routine support.

As Implementation Specialist you will liaise with Customer support colleagues daily and provide excellent feedback and communication internally to improve the customer experience.

You will continuously strive to provide the best experience possible for Care Control customers, which may include providing additional training to existing customers, and working cross functionally assisting with Customer Support tickets as required.

It is expected that this role may require remote travel to customer sites on occasion, to provide training, and face to face customer training on site at Care Control Head Quarters.

Responsibilities

Specifics of Role:

  • To become an expert in our market leading care software and to support our valued customers with an in-depth knowledge of all Care Control Software to facilitate meeting customer’s needs.
  • Continually improving your knowledge base especially as latest updates are released to ensure you are remaining ahead of our customers’ needs with software advancements.
  • Provide a first-class on-boarding experience for new business customers on a daily-basis
  • Implement New Customers within the agreed Implementation timeframes.
  • Daily use and accurate upkeep of the companies CRM system, recording all implementation training provided with accurate records.
  • Provide MS Teams Video conference recorded training and forward to customers in a timely manner.
  • Answer incoming phone-calls and emails relating to new business implementation and customer support.
  • Provide weekly feedback to the Customer Service manager on project statuses, project cancellations, onboarding bottlenecks impacting the customer journey.
  • Provide regular feedback as to how New Customer Onboarding can be improved.
  • Contribute to team meetings and provide feedback on new customer implementation.
  • Support & undertake other relevant duties as directed by the Customer Service Manager or Director of Operations.
  • Liaise and collaborate cross functionally with other Care Control Teams where necessary.
  • Work to agreed KPI’s & Customer satisfaction targets.
  • Embrace change and be a positive influence within the Team.
  • To keep sensitive information, customer, staff, and financial records private and confidential and maintain compliance with all company policies and procedures.

About You

Skills Required/ Preferred

  • Communicate effectively.
  • Excellent time management.
  • Excellent verbal and written communication skills.
  • Ability to work independently and as part of a team.
  • Use of Zoho projects and support desk
  • Proficient in Microsoft Office suite
  • Working in a highly diverse, fast paced, experienced team, collaborative working is important to us & as such we do require 5 days a week spent in the office at this stage, reviewable at later phases to a flexible hybrid approach of 3-4 days a week.
  • All offers are subject to satisfactory references and screening checks.
  • Recruitment will be a 2-stage process: initial telephone/remote consultations followed by face-to-face interviews and assessments for candidates who demonstrate the necessary passion and skill sets required.

We look forward to hearing from you!

Apply now
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