Professional Standards Associate

We have an exciting opportunity to join our Audiological Support Team in our Support Office in Llandudno as a Audiological Support Associate.

As an Audiological Support Associate you will be a vital point of contact for our audiologists and customers; you will be responsible for answering incoming calls, acknowledging incoming letters and resolving queries. In this role you will support the business to resolve alleged clinical, safeguarding and professional malpractice issues. As part of this role you will also support the audiology and product team with training events when required.

As Audiological Support Associate, your role will include:

• Responding to contacts from customers, HAAs and other functional areas with an efficient, polite, quality focused customer care manner, gather necessary information and resolve outstanding issues writing formally where required.

• Coordinating remedies between customer, colleague and supplier as required within Boots Hearingcare & Sonova policy and work within delegation of authority.

• Interpreting audiometric data and support remote programming for repairs, replacements, loan aid or new purchases as required.

• Remotely supporting with technical advice on use of accessories.

• Supporting with collation of data for quarterly Governance report.

• Creating employer access support letters, solicitor responses and medical reports as required.

• Providing administration support for clinical, financial and CPD audits, professional body membership schemes and HCPC registration renewal cycle.

• Assisting in HCPC Fitness to Practice issue.

• Delivering technical support/product maintenance training as appropriate and required.

• Supporting with training on conflict resolution. • Maintaining own knowledge base and attending training as required.

As our Audiological Support Associate, you should have:

▪ Excellent telephone skills and a pleasant and clear telephone voice

▪ Ability to build Empathy with clients having possible communication difficulties

▪ Good grammatical competence and ability to compose letters/emails professionally

▪ Have an excellent understanding of GDPR and Consumer Act and demonstrate compliance

▪ Initiative and a willingness to assist at all times

▪ A keen commercial awareness combined with a motivation to succeed

▪ Confident with IT skills, to be able to use bespoke systems and have competence with Word & Excel

▪ Flexible and a good team player

The working hours are 37.5 hours per week, Monday to Friday 9-5. This is support office based role.

For more details on this role please contact Kelly Williams.