Job Type: Full-time

Location: Nationwide

In this role you will manage or direct digital healthcare transformation programmes on behalf of the client depending on your experience level. Your expert knowledge, experience, and leadership will not only ensure that the programme delivers for staff, patients and citizens but also ensures that our client has a positive experience with Cloud21.

Core Responsibilities 

Client Engagements

• Working independently or as part of a team on a client engagement, either full-time on a single client engagement or part-time across clients
• Providing professional, effective, and consistent delivery of all assigned engagements
• Applying appropriate tools and methodologies as needed, including but not limited to use of status reporting, risk management, and benefit management, finance management, dependency management
• Proactively managing engagement/client communications, expectation management, time and appropriate status reporting, effective written and verbal communications, and strong facilitation skills

Internal Team Support

• Participating in developing our teams by assisting and sharing tools, methodology, and knowledge
• Contributing to team objectives and outcomes

Personal/Professional

• Keeping abreast of current and developing trends and technologies in your area of product or EHR expertise
• Consulting with more senior team members on work approach and work product
• Developing your skill set and increasing your proficiency in your discipline

Success Criteria

People who are successful in this role

• Adapt to a dynamic environment with an ever-changing workload
• Maintain a high standard for the quality of their own work
• Are proficient in programme and project management best practice and how to adapt as required to the environment
• Are customer service oriented and meet client requirements
• Strive to improve their knowledge and expertise of the EPR or solutions in which they are involved
• Ask for support and direction when needed

Essential Qualifications and Experience

• Recognised PgM accreditation e.g., MSP, (Practitioner), PgMP
• Demonstrable success in programme management
• Experience in managing digital programmes in a healthcare environment

Desirable Qualifications and Experience

• Additional relevant accreditations e.g., project management, change management, risk management, benefits management
• Experience of Epic, Cerner or Meditech EPR implementations
• Experience working for or in the NHS

If you have questions or would like to see the full job descriptions, please contact our recruitment team at recruitment@cloud21.net.

Job Type: Full-time

Location: Nationwide

In this role you will support or lead digital healthcare transformation projects and / or workstreams (e.g., testing, training, cutover etc) on behalf of the client. Your expert knowledge, experience, and leadership will not only ensure that the projects deliver for staff, patients and citizens but also ensures that our client has a positive experience with Cloud21.

Core Responsibilities 

Client Engagements

• Working independently or as part of a project team on a client engagement, either full-time on a single client engagement or part-time across clients
• Providing professional, effective, and consistent delivery of all assigned engagements
• Applying appropriate tools and methodologies as needed, including but not limited to use of status reporting, risk management, and benefit management
• Proactively managing engagement/client communications, expectation management, time and appropriate status reporting, effective written and verbal communications, and strong facilitation skills

Internal Team Support

• Participating in developing our teams by assisting and sharing tools, methodology, and knowledge
• Contributing to team objectives and outcomes

Personal/Professional

• Keeping abreast of current and developing trends and technologies in your area of product or EHR expertise
• Consulting with more senior team members on work approach and work product
• Developing your skill set and increasing your proficiency in your discipline

Success Criteria

People who are successful in this role

• Adapt to a dynamic environment with an ever-changing workload
• Maintain a high standard for the quality of their own work
• Are proficient in project management best practice and how to adapt as required to the environment
• Are customer service oriented and meet client requirements
• Strive to improve their knowledge and expertise of the EPR or solutions in which they are involved
• Ask for support and direction when needed

Essential Qualifications and Experience

• Recognised PM accreditation e.g., PRINCE2 (Practitioner), PMI
• Demonstrable success in project management
• Experience in managing digital projects in a healthcare environment

Desirable Qualifications and Experience

• Proficiency in using Office Productivity and Collaboration Tools
• Experience of Epic, Cerner or Meditech EPR implementations
• Experience working for or in the NHS

If you have questions or would like to see the full job descriptions, please contact our recruitment team at recruitment@cloud21.net.

Job Type: Full-time

Location: Nationwide

In this role you will support or manage the PMO environment within digital healthcare transformation projects and programmes on behalf of the client. Your expert knowledge and experience will not only ensure that the programmes deliver for staff, patients and citizens but also ensures that our client has a positive experience with Cloud21.

Core Responsibilities 

Client Engagements

• Working independently or as part of a project team on a client engagement, either full-time on a single client engagement or part-time across clients
• Providing professional, effective, and consistent delivery on all assigned engagements
• Applying appropriate tools and methodologies as needed, including but not limited to use of planning tools, status reporting, risk logging, reporting and escalation, information management
• Proactively managing engagement/client communications, expectation management, time and appropriate status reporting, effective written and verbal communications.

Internal Team Support

• Participating in team development by assisting and sharing tools, methodology, and knowledge
• Contributing to team objectives and outcomes

Personal/Professional

• Keeping abreast of current and developing trends, technologies and methodologies in your area of expertise
• Consulting with more senior team members on work approach and work product
• Developing your skill set and increasing your proficiency in your discipline

Success Criteria

People who are successful in this role

• Adapt to a dynamic environment with an ever-changing workload
• Maintain a high standard for the quality of their own work
• Are proficient in administration management duties and have an understanding of the project/programme environment
• Are customer service oriented and meet client requirements
• Strive to improve their knowledge and expertise of the EPR or solutions in which they are involved
• Ask for support and direction when needed

Essential Qualifications and Experience

• PMO or foundation-level project management accreditation (or ability to pass as part of recruitment process for graduate-level positions)
• Experience working within a project environment, or office environment (for graduate-level positions)
• Experience managing meeting administration including minute taking and agenda setting

Desirable Qualifications and Experience

• Proven understanding of project and programme management
• Proficiency in using Office Productivity and Collaboration Tools
• Experience working for or in the NHS

If you have questions or would like to see the full job descriptions, please contact our recruitment team at recruitment@cloud21.net.

Job Type: Full-time

Location: Nationwide

In this role you will serve in a lead or supporting role within digital healthcare transformation projects and programmes on behalf of the client as a Business Change Manager / Senior Business Change Manager/Business Change Director. Your expert knowledge, experience, and leadership will not only ensure that the projects deliver for staff, patients and citizens but also ensures that our client has a positive experience with Cloud21.

Core Responsibilities 

Client Engagements

• Serving in a lead and/or supporting role capacity and providing product operational, project based, and/or related consulting services as needed
• Working independently or as part of a project team on a client engagement, either full-time on a single client engagement or part-time across clients
• Providing professional, effective, and consistent delivery of all assigned engagements
• Applying appropriate tools and methodologies as needed, including but not limited to use of status reporting, risk management, and benefit management
• Proactively managing engagement/client communications, expectation management, time and appropriate status reporting, effective written and verbal communications, and strong facilitation skills

Internal Team Support

• Participating in team development by assisting and sharing tools, methodology, and knowledge
• Contributing to team objectives and outcomes

Personal/Professional

• Keeping abreast of current and developing functionalities and technologies within your application area(s)
• Consulting with more senior team members on work approach and work product
• Developing your skill set and increasing your proficiency in your discipline

Success Criteria

People who are successful in this role

• Adapt to a dynamic environment with an ever-changing workload
• Maintain a high standard for the quality of their own work
• Are proficient in change management best practice and how to adapt as required to the environment
• Are customer service oriented and meet client requirements
• Strive to improve their knowledge and expertise of the EPR or solutions in which they are involved
• Ask for support and direction when needed

Essential Qualifications and Experience

• Recognised change management accreditation e.g., CCMP, APMG / Prosci Change Management Practitioner
• Minimum 1-2 years’ experience working in change within digital projects in a healthcare environment
• Demonstrable success in change and transformation

Desirable Qualifications and Experience

• Proficiency in using Office Productivity and Collaboration Tools
• Experience of Epic, Cerner or Meditech EPR implementations
• Experience working for or in the NHS

If you have questions or would like to see the full job descriptions, please contact our recruitment team at recruitment@cloud21.net.

Job Type: Full-time

Location: Nationwide

In this role you will work as an Epic Specialist on implementations and / or post live optimisation projects on behalf of the client as a Team Leader, Application Project Manager or Specialist Analyst. Your expert knowledge, experience, and leadership will not only ensure that the projects deliver for staff, patients and citizens but also ensures that our client has a positive experience with Cloud21.

Core Responsibilities 

Client Engagements

• Serving in a lead and/or supporting role capacity and providing product operational, project based, and/or related consulting services as needed
• Working independently or as part of a project team on a client engagement, either full-time on a single client engagement or part-time across clients
• May be required to line manage, train and /or mentor less experienced team members
• Proactively managing engagement/client communications, expectation management, time and appropriate status reporting, effective written and verbal communications, and strong facilitation skills

Internal Team Support

• Participating in developing the team by assisting and sharing tools, methodology, and knowledge
• Contributing to team objectives and outcomes
• Supporting client delivery management and contributing to sales efforts as required

Personal/Professional

• Keeping abreast of current and developing functionalities and technologies within your application area(s)
• Developing your skill set and increasing your proficiency in broader application areas

Success Criteria

People who are successful in this role

• Adapt to a dynamic environment with an ever-changing workload
• Maintain a high standard for the quality of their own work
• Have a breadth of knowledge enabling high level of contribution to all aspects of the job
• Are customer service oriented and meet client requirements
• Strive to improve their knowledge and expertise of Epic

Essential Qualifications and Experience

• Epic Certification in at least one or more applications
• Strong demonstrable application knowledge and familiarity with relevant workflows
• 3+ Years’ experience (5+ for Senior Specialist) providing Epic application support or in Epic consulting
• Experience managing people or mentoring others to grow

Desirable Qualifications and Experience

• Additional Epic certifications / proficiencies
• Experience working with or for the NHS
• Proficiency in using Office Productivity and Collaboration Tools

If you have questions or would like to see the full job descriptions, please contact our recruitment team at recruitment@cloud21.net.

Job Type: Full-time

Location: Nationwide

In this role you will work on Epic implementations and / or post live optimisation projects on behalf of the client as an Analyst, Senior Analyst or Principal Trainer. Your expert knowledge, experience, and leadership will not only ensure that the projects deliver for staff, patients and citizens but also ensures that our client has a positive experience with Cloud21.

Core Responsibilities 

Client Engagements

• Serving in a supporting role capacity and providing product operational, project based, and/or related consulting services as needed
• Working independently or as part of a project team on a client engagement, either full-time on a single client engagement or part-time across clients
• Providing professional, effective, and consistent delivery of all assigned engagements
• Proactively managing engagement/client communications, expectation management, time and appropriate status reporting, effective written and verbal communications, and strong facilitation skills

Internal Team Support

• Participating in business unit development by assisting and sharing tools, methodology, and knowledge
• Contributing to team objectives and outcomes
• Contributing to sales efforts as required

Personal/Professional

• Keeping abreast of current and developing functionalities and technologies within your application area(s)
• Consulting with more senior team members on work approach and work product
• Developing your skill set and increasing your proficiency in your discipline

Success Criteria

People who are successful in this role

• Adapt to a dynamic environment with an ever-changing workload
• Maintain a high standard for the quality of their own work
• Are able to work both independently and collaboratively and ask for support when needed
• Are customer service oriented and meet client requirements
• Strive to improve their knowledge and expertise of Epic

Essential Qualifications and Experience

• Epic Certification in at least one application
• Demonstrable success within an Epic implementation or post live optimisation role
• 0-3 years Epic experience providing Epic application support or in Epic consulting

Desirable Qualifications and Experience

• Additional Epic proficiencies
• Experience working with or for the NHS
• Proficiency in using Office Productivity and Collaboration Tools

If you have questions or would like to see the full job descriptions, please contact our recruitment team at recruitment@cloud21.net.

Job Type: Full-time

Location: Mainly remote, occasional travel to client sites

This role is for a project manager with a technical background, and experience of integrating systems within the NHS and wider healthcare community.

Responsibilities:

• Establish project scope, requirements, and deliverables.
• Liaise with all project stakeholders, developing business cases, budgets, resource plans and project schedules.
• Liaison with third parties involved, and include project management overlap.
• Interface with the internal and client-provided PMO to secure project resources.
• Provide an SME layer between technical teams and stakeholders.
• Support the provision and reporting of insights and guidance for the technical delivery.
• Consult with operational, clinical, and technical counterparts to extract and document legal-, policy-, and standards-based requirements.
• Maintain owned project documentation, and contribute to other workstreams as required.
• Establish reporting audience, coverage, and cadence.
• Work with risks and issue processes, both internal and client-focused within the project.
• Acting as an escalation point for any problems that may arise during installation
• Lead project close out activities, including evaluating success and lessons learned.
• Work with the internal team leaders and managers to internally define and manage requirements and deliverables.
• Across all nominated project’s, detail and manage technical progress reports for each client, including interfacing internally to manage the timely delivery of outputs such as software, documentation, and resourcing needs.

Experience:

Suitable candidates will need to be qualified IT Project Managers that have experience managing multiple full lifecycle projects.

Essential:

• 3+ years project management or coordination experience with NHS or other healthcare providers.
• Project management conducted within an interoperability, integration, or technical implementation field.
• Demonstrable experience with, or qualifications for, any of the following project management approaches or frameworks: PRINCE2, Agile, Waterfall, TOGAF, PMP, APM

Desirable:

• A good technical background, demonstrable through career progression, vocational qualifications, or relevant degrees.
• Ability to manage complex cross functional projects.
• Digital technologies including Web, Cloud and Data
• Credible and confident communicator (written and verbal) at all levels.
• An understanding of healthcare processes.
• An understanding of healthcare related information transfer formats such as HL7, FHIR, and NHS CDS, or other relevant experience.

Who are we looking for?

• We are looking for an experienced Project Manager with a proven track record in managing and delivering a wide variety programmes and projects in a healthcare interoperability environment.
• We will want you to be approachable, adaptable, comfortable with change, a relationship builder, persuasive, and able to manage conflicting priorities.
• You will need to be organised with excellent presentation and facilitation skills, with a mature approach to handling challenges from senior stakeholders.
• We have planned for this role to be Full Time, Monday to Friday, but are very open to a chat about flexibility and how the role could fit around your commitments.
• You will be a self- motivated person, largely responsible for managing your own daily tasks and timekeeping.
• For the right person, we can offer training to fill minor skills gaps so we would love to hear from you if you feel that you would be successful in the role, especially if you have something unique to bring to the table.
• Our diverse and highly capable team is what makes us great at what we do.

If you have questions or would like to apply please contact our recruitment team at recruitment@cloud21.net.

Role overview

As a Technical Writer, you will be responsible for researching and writing comprehensive product documents and user guides. You will be in charge of creating clear, concise, and accurate content to ensure our teams have a positive experience.

Core responsibilities

• You will be expected to thoroughly understand IT terminology and how it can benefit our internal teams.
• In addition to writing content, you will also be responsible for editing and proofreading documents.
• You will ensure that all documents are consistent and adhere to the standards of our organisation.
• Creating clear and concise material, taking care of editing and proofreading tasks.
• Updating and maintaining a library of technical terminology and documentation.
• Revising or rewriting existing technical literature.
• Researching and gathering technical information from various members in the team including Directors.
• Testing whether users understand newly developed material.
• Collaborating with engineers, developers and other technical specialists to ensure that they understand the subject.
• Producing electronic documentation in addition to hard copy manuals.
• Where there is documentation already compiled by internal Programmers, to provide guidance (using business knowledge) to update the existing documentation for ease of understanding.
• Compilation of various documents relating to the company (external and internal use) will be required.
• Understanding of the company procedures, getting approval for any updates in production systems.
• Conducting tests on applications to ensure that the functions are working in practice as documented and amending the documentation where necessary.

Success criteria

• Be able to understand and interpret SQL queries to be able to document table structure and relationships.
• Excellent written and verbal communication skills.
• Ability to work independently and as part of a team.
• Ability to meet deadlines and adhere to quality standards.
• Proficiency in MS Office and other relevant software.
• Familiarity with digital publishing tools (e.g., Adobe InDesign).
• Ability to work in a fast-paced environment.
• Have a solid track record of producing engaging and effective technical content within a specific field.
• Show a working knowledge of software programs including authoring, graphic and presentation tools.
• Experience in project management is beneficial for roles with more responsibility.
• Strong understanding of digital healthcare products and services

Essential qualifications and experience

• Be able to understand and interpret SQL queries to be able to document table structure and relationships.
• Technical document writing experience in a fast-paced environment.

Desirable qualifications and experience

• Knowledge of healthcare industry and its language.

Data Migration Specialist

Role Overview

The Data Migration Specialist is responsible for the extract and transformation of legacy data into supplier IFFs, including management of data quality issues and configuration mapping in partnership with configuration teams. There may also be a requirement to develop and support loading into legacy data viewers (archive solutions). The post holder may be required to lead or work as part of a DM team, reporting into the Project Manager of the deployment project.

Responsibilities

• Liaise with all teams involved with the deployment project to ensure that decisions taken support the delivery of data migration activities
• Monitor project deliverables, identifying data load issues, escalate where appropriate and devise effective resolutions
• Provide status reports on the progress of DM deliverables
• Responsible for the data load into the deployed solution, utilising tools built on SQL server / SSIS
• Support the client in identifying data that is appropriate for archiving and determine an archiving strategy
• Perform analysis of data load error reports, support the relevant project teams in resolving the issues
• Support the client in the creation of data extracts
• Support the testing of migrated data
• Provide documentation in relation to IFF specifications, data migration scope and mappings
• Identify new areas of business for Integris Solutions Ltd

Person Specification:

Experience

• 8+ years’ experience in a data migration role within a hospital information department
• Fully conversant with the NHS Data Model and Statutory Reporting in the NHS
• In-depth knowledge of Healthcare Information Systems with proven experience of working in a successful data migration project, deploying one or more of the following solutions:

• • Cerner Millennium

• Cambio
• IMS
• System C Medway (including Medway Maternity)
• CSC (iSOFT) Lorenzo, iPM & iCM, CLINiCOM, ICS PAS
• McKesson TotalCARE and Star
• HP (EDS) Swift PAS
• Sunquest ICE
• Multiple RIS / PACS and LIMS
• Experience of using and developing scripts in Microsoft SQL, including SSIS
• Advanced user of MS Access and MS Excel
• Designing reports and reporting systems for end users
• Experience of working in a consultancy role with a variety of stakeholders across the Trust

Skills

• Good SQL skills, including:
  • Developing SQL scripts
  • Creating and amending SQL functions and procedures
  • SQL security
• MS SQL server, including:
• Using SSIS to transform data and produce reports
• An in depth understanding of the issues involved in data migration e.g. configuration item mappings, data field mappings, unique identifiers, de-duplication etc.
• Excellent communication, interpersonal, influencing and negotiation skills
• Ability to build relationships at all levels within a Trust environment
• Presentation skills both orally and written
• Good problem solving and analytical skills
• Operate within project constraints ensuring that milestones and delivery dates are met
• Strategic and pragmatic in their approach to problem-solving and planning
• A good team player, working collaboratively at all times
• A highly motivated individual that consistently strives to achieve the objectives of the project
• Able to work away from home and willingness to travel is essential

As well as a competitive salary, Cloud21 have a great benefits package to offer, which includes:

• Generous holiday per year
• Life assurance
• Private Healthcare
• Enhanced Pension scheme
• Discretionary company bonus
• Free parking and refreshments/food station (Kings Hill)
• Cycle to Work scheme
• Inhouse training and development

This description is not exhaustive and Data Migration Specialists may be required to undertake other responsibilities and or projects that are aligned with their skills and experience in order to meet with service and contract requirements.

Job Title:                    Business Intelligence Analyst

Reports to:                Head of Client Services

Date:                            May 2023

Salary:                         £41,667-£44,409

Cloud21 – Who we are

Cloud21 is an enthusiastic and fast-growing IT Consultancy and Managed Service Provider with a reputable footprint in the Healthcare industry. We work with health care organisations to ensure that every digital transformation programme is successful in enabling health and care professionals to deliver the best possible care to their patients.

We are part of Tegria Services Group (one of the largest Healthcare IT service providers in USA) and x-tention Group (one of the largest Healthcare IT service providers in Europe). Across the groups we have over 4,000 colleagues.

Our extensive portfolio of services and solutions has been developed in response to the needs of our clients across the NHS.   It is based on a combination of professional and managed services, consulting, software, and complex technological solutions.

Job Purpose

Cloud21 are recruiting for a Business Intelligence Analyst to support the Client Services Team (CST).  The Client Services Team are the internal conduit between finance, recruitment, strategic and technical account managers.  You will be responsible for the internal reporting of client projects and supporting the co-ordination, administration and successful delivery of a wide range of projects. The Business Intelligence Analyst will be a critical part of Cloud21 that supports the Client Services and Senior Leadership Team.

As the company is embarking on a period of rapid growth it is becoming apparent that Cloud21 require a new way of working in order to ensure that the high expectations of our clients are maintained. This is an opportunity to join a dynamic team, who will act as the fount of knowledge for our clients, where innovative ideas are encouraged and rapid development possible.

You will be working with a friendly and dynamic team who are determined to ensure Cloud21 is the best it can be.    This will require working on multiple tasks and projects with changing priorities so you will need to have strong inter-personal skills, excellent communication skills, an ability to think proactively and show initiative.

Duties and Responsibilities

• Develop analytical products and reports to meet the operational and performance needs of the Company. You will work closely with CST and Business Unit Managers to understand their analytical needs and design and develop appropriate products to meet these.
• Able to extract key messages from complex analysis, pre-empt and evaluate issues, and recommend how to address problems.
• A professional communication manner is essential.
• Creating portfolio of project reports including, but not limited to forecast, utilisation, budget Vs actual and RAID logs.
• To provide assurance on the quality of information provided through the application of routine data quality tests and checks, liaising with relevant teams where problems have been identified in the source data.
• Creating and updating reports for Client progress reviews.
• Supporting with project utilisation and tracking for CST Lead accounts.
• Supporting in the preparation for key project governance meetings including scheduling, timely preparation of support materials and status reporting.
• Implement and maintain appropriate systems to enable effective planning and reporting.
• Supporting the processes and procedures for the function of a successful CST.
• Attending meetings with Internal staff and Clients with onsite and offsite working where required.
• Present and report performance and other highly complex information verbally and in writing, adjusting presentation styles to meet the requirements of different audiences. This will include both regular and ad-hoc reports.
• Deputise to Head of Client Services.

Knowledge, Skills, Experience Required

• High level organisation and planning skills to support the smooth-running and delivery of projects.
• Good understanding of project methodologies and experience in project planning and reporting.
• Experience of issues and risk management and escalation.
• Ability to understand and interpret stakeholder requirements.
• Evidence of a clear and effective communication style with stakeholders at all levels.
• Strong report presentation skills.
• Good interpersonal communication skills with the ability to work within a team, demonstrate initiative and work to timescales with a flexible approach.
• Good awareness of business requirements and client expectations.
• Proficient in Excel with a willingness to learn new systems.
• Strong numerical skills with the ability to analyse data.
• High level of attention to detail.
• Power BI experience preferred, but not essential.
• Experience working within the NHS preferred.

Communications and Working Relationships

• The Business Intelligence Analyst will report directly to the Head of Client Services.
• The Business Intelligence Analyst will liaise with Directors and all staff within Cloud21 to ensure projects are delivered effectively.
• The Business Intelligence Analyst will liaise with key stakeholders – both internal & external – as required by the projects being delivered.
• The Business Intelligence Analyst will work closely with the Cloud21 Operations and Commercial team.

Working at Cloud21

• The key to our success is due to building the right teams and empowering them to do what they do best. Our reputation is important to us, and we recognise that protecting our ethos and culture will ensure we continue to succeed in the future.
• We do not work in silos, nor is our hierarchy traditional. We believe openness leads to better collaboration and enables us to better support one another.
• We value courage because it allows us to make difficult decisions. It pushes us to challenge the status quo, to strive to find a better way.
• We encourage you to be curious. Curiosity leads to discovery. Being curious enables us to solve problems in new ways. It promotes open mindedness and values diverse perspectives.

As well as a competitive salary, Cloud21 also have a great benefits package to offer, which includes:

• Generous holiday per year
• Training
• Life assurance
• Private healthcare
• Enhanced pension scheme
• Discretionary annual bonus
• Free parking and food station at Kings Hill
• Cycle to Work scheme
• Company events throughout the year
• Hybrid working – 2 days per week on site at Kings Hill office

This is a fantastic opportunity to work for an established and expanding organisation that appreciates hard work and has a rewarding culture.

Job: Client Services Team Lead
Department: Client Services Team
Contract: Permanent

Salary: Starting at £25,220 per annum. This is a starting salary, and we offer clear progression routes as well as bi-annual reviews and excellent benefits.

Hours: 37.5 per week

Location: Hybrid: This is a hybrid role primarily based from home, with 1 day per week based in our head office just outside of Maidstone (Kings Hill). You must reside in the UK and have the correct right to work documents to work in the UK. If you’d prefer to work from an office more regularly please let us know and we’ll see what we can do.

Who we are
Since 2009, Cloud21 has been providing support to NHS and healthcare organisations through all the stages of their clinical digital transformation journey. From co-developing strategy, managing procurement through to implementation, our goal is to transform the way technology is used in healthcare.

Cloud21 culture

Our values are openness, courage and curiosity. We believe that by living these values every day we will collaborate better, find the best way to do things and be able to solve problems in new ways. We are actively striving to be as inclusive an employer as possible because we believe that welcoming diverse perspectives benefits everyone. We are committed to providing an environment of continuous learning – investing in our people not only gives us great satisfaction but also enables everyone to find a role where they can flourish. Whilst it’s important to us that you are in a role that plays to your strengths and fulfils your own personal ambitions, we also continuously strive to provide a rewarding work environment. We offer flexible working options, an enhanced pension, private healthcare, life assurance, discretionary bonus, and free parking and refreshments at our Kings Hill office.

Job summary
We are looking for an ambitious, passionate and motivated candidate to join as a Client Services Lead . In this position, the Client Services Team Lead is  the internal conduit between Finance, Talent Team and Account Managers.  You will be responsible for the internal coordination of specific/allocated clients and the day-to-day running’s of their projects, being the first port of call between our internal teams and clients for queries.

Additional key responsibilities include, but are not limited to:

• Supporting the processes and procedures for the function of a successful CST.
• Take full ownership and responsibility managing the day-to-day running’s of your allocated clients.
• Leading on timesheet management and reporting, including managing user profiles and creating reports for clients and Account Managers.
• Creating and updating reports for Client progress reviews.
• Supporting in the preparation for key project governance meetings including scheduling, timely preparation of support materials and status reporting.
• Leading on resource utilisation across programmes and projects.
• Overseeing the on-boarding and off-boarding of associates.
• Supporting with project utilisation and tracking for specific/allocated accounts.
• Investigate any client issues that arise, working with our internal teams and externally to ensure they are resolved.
• Responding to all requests or issues in a timely, clear, and efficient manner in accordance with departmental standards (SLAs).
• Update and maintain the CRM system.
• Update main excel spreadsheets daily with actions from each client/internal communication.
• Attending online Teams meetings with Clients and occasional Client site where required.
• Ensuring you can manage your workload and prioritise to deliver excellent service to our clients, meeting SLAs and KPIs.
• Supporting with all CST administration tasks.
• Actively and consistently achieving high levels of customer satisfaction.
• The Client Services Lead will liaise with directors and all staff within Cloud21 to ensure client services are delivered effectively.
• The Client Services Lead will liaise with key stakeholders – both internal & external – as required by the projects being delivered.
• The Client Services Lead will work closely with the Cloud21 internal operations team.

Personal specification

• Excellent communication and listening skills, both internally and Client facing.
• Interpersonal communication skills, with the ability to work within a team, demonstrate initiative.
• Excellent awareness of business requirements and client expectations.
• Ability to overcome obstacles and difficult circumstances when speaking with clients.
• Proficient in Excel with a willingness to learn new systems.
• Good numerical skills with the ability to analyse data.
• High level of accuracy and attention to detail.
• Ability to manage and prioritise own workload and multi-tasking where required, to ensure deadlines are adhered to with a flexible approach.
• Comfortable with evolving requirements and a fluid working environment.
• Ambition to learn, improve and exceed daily within your role.
• Ability to demonstrate previous experience to suit requirements.
• Experience working within the NHS is desirable but not a requirement.

To apply

Due to the number of applications we expect to receive for this role, we reserve the right to close this advert earlier than the listed closing date to ensure we’re able to effectively manage interest. Therefore, if you’re interested in joining us at Cloud21, please don’t hesitate to apply. If you need any adjustments to our recruitment process or if there is anything we can do to make the experience more comfortable for you, please let us know.

Sometimes the role doesn’t quite fit your experiences or interests. At Cloud21 we’re committed to building a diverse and inclusive workplace. Studies have shown that women and people of colour are less likely to apply for jobs unless they meet every single specification. If you’re excited about the role but your experience or qualifications don’t perfectly align, we encourage you to apply anyway.  You might just be the right candidate for this or one of our other positions. Drop the Talent Team a speculative Application by emailing your CV to recruitment@cloud21.net.