CCIM Case Assistant

If you like being at the heart of things, working on some of the most important issues effecting people across the UK, then working in the National Supply Disruption Response (NSDR) is the right place for you. Our team acts as a single point of contact when a provider, supplier or research body has exhausted all other options available to them to maintain supply of medical products. We are a UK-wide service working closely with the NHS and national governments of Scotland, Wales, Northern Ireland and the Crown Dependencies. The CCIM Case Assistant role sits within the NSDR's Complex Case Investigation and Management (CCIM) team, which is a customer-facing operational team. The team manages a 0800 national supply incident helpline and responds to notifications of medical product shortages from product suppliers, NHS Trusts, social care providers and other health and care partners from across the UK. Working with other UK delivery partners, the team actively logs, investigates, and resolves supply disruptions, including arranging emergency freight solutions via the NSDR's Freight Desk. CCIM Case Assistants manage their own caseloads, carrying out in-depth investigations, problem solving and supporting in the resolution of complex disruptions. The post holder requires strong interpersonal skills with the ability to work with a variety of stakeholders from clinical colleagues, supply companies and supply chain experts. The role holder should have the ability to deal with multiple day to day customer and case management responsibilities whilst maintaining quality standards. Responsibilities

• Deliver a high-quality service, by responding promptly to supply disruptions raised by a variety of stakeholders and manage these through to successful resolution;
• Be responsible for investigating supply disruptions to establish the cause and identify solutions, providing prompt resolution and recommendations, identifying when escalation is required and managing a caseload through to closure;
• Quickly establish information through strong questioning technique to identify the correct response pathway;
• Be organised, with the ability to manage own workload, prioritise and work to deadlines;
• Be the first point of contact for originators phoning or emailing the NSDR, providing an exceptional level of customer service;
• Work with internal and external stakeholders and NSDR colleagues to ensure information flows to support successful case resolution;
• Represent the NSDR in corporate groups across the Supply Resilience Directorate, ensuring information and knowledge is shared in a timely manner;
• Ensure accurate and sustained record management; within the case management system and shared outlook inbox;
• Provide support across the team; from call-handling to a variety of tasks to assist the senior team as well as ad-hoc duties across the wider Directorate.