• Serve as the primary point of contact for providers, delivering accurate and timely assistance to inquiries such as claims status, benefit eligibility, prior authorization, etc. • Utilize client-required systems and tools efficiently while adhering to established processes and compliance standards. • Handle a wide range of provider interactions while maintaining brand voice and building trust. • Demonstrate professionalism and empathy in every interaction, ensuring a positive customer experience aligned with client expectations. • Meet or exceed key performance indicators (KPIs), including response time, resolution accuracy, and customer satisfaction scores. • Participate in continuous improvement efforts and team initiatives. • Engage in ongoing training and upskilling to maintain and enhance performance. • Accurately document all interactions and outcomes in client systems to support reporting, analytics, and compliance obligations. • Monitor and validate AI outputs to ensure accuracy, compliance, and alignment with customer standards. • Review, correct, and approve AI-generated responses across workflows and simulations. • Provide detailed feedback on AI performance, documenting errors, hallucinations, and improvement opportunities. • Collaborate with managers, supervisors and engineering teams to refine prompts, improve model behavior, and support continuous tuning of AI systems. • Maintain strong knowledge of customer knowledge bases, SOPs, and compliance requirements to ensure AI responses adhere to regulatory and brand guidelines.

• Support Agent Bank, Referral Bank, and 1099 partners to ensure service continues to meet both partner and business needs • Respond to partner inquiries through phone calls, emails, tickets, and the Celero Compass portal • Manage assigned support tickets and meet established service level expectations • Provide timely support through the Partner Support phone queue • Serve as a liaison between partners and internal Operations teams, helping provide partners with a single point of contact for operational inquiries • Work closely with internal departments to research, resolve, and communicate solutions to partner issues • Support partners with product, pricing, application submission, residuals, and other merchant-related questions • Collaborate with the Partner Support team and leadership to improve efficiency, share knowledge, and strengthen processes • Complete administrative tasks related to Partner Support accurately and within agreed service standards • Attend and participate in job-related training, classes, and webinars • Follow all company policies and procedures, including safety standards • Perform other duties as assigned

Role Description We are looking for an experienced Positive Behaviour Support (PBS) Practitioner to join Glenholme's specialist services team. This is a field-based role working remotely with travel across our services, where you will use your clinical expertise to improve quality of life for the people we support, reduce restrictive practices, and build the skills and confidence of our operational teams. - Lead on functional behaviour assessment, PBS planning, staff training, and incident analysis. - Work closely with operational colleagues, families, and external stakeholders to embed good practice across our services. - Deliver PBS and physical intervention training to operational teams, with an emphasis on coaching and mentoring to upskill staff and embed person-centred approaches. - Conduct initial Functional Behaviour Assessments and develop Positive Behaviour Support Plans in collaboration with teams and families. - Quality assure the implementation of PBS across all specialist settings, ensuring consistent and evidence-based practice. - Support operational teams with referral and support assessments, and with the transition of people moving into Glenholme's services. - Lead debriefs following challenging incidents, ensuring thorough analysis, lessons-learned capture, and timely updates to risk assessments and PBS plans. - Work closely with internal and external stakeholders, families, and circles of support to advise and guide operational teams. - Develop and share good-practice case studies, supporting a culture of continuous improvement across the organisation. Qualifications - Proven experience working with adults with learning disabilities and/or autism, complex needs, and challenging behaviour in a residential or supported living setting. - Holds an accredited UK trainer qualification to deliver management and physical intervention training (e.g. MAPA, NAPPI, or ECC&R UK). - Strong training delivery and presentation skills, with experience of using evaluation techniques to drive programme improvement. - Ability to complete holistic assessments that capture both the presenting difficulties and wider contextual factors. - Experience of using communication aids and alternative and augmentative communication (AAC) approaches to support individuals. Requirements - Formal PBS qualification or accreditation (e.g. BTEC Level 5 in Positive Behaviour Support) - desirable. - Experience working across multiple services or in a regional/field-based advisory capacity - desirable. - Familiarity with Active Support frameworks - desirable. Benefits - Salary of £31,000–£35,000 per annum, dependent on experience. - 28 days annual leave plus an additional birthday day off. - Company pension scheme. - Life insurance cover of £10,000. - Cycle to Work scheme. - Employee Assistance Programme – including personal, financial, and mental health support, plus discounts on brands, restaurants, and entertainment. - T&C apply to all benefits.

• Create content, write and edit SOPs, and enhance messaging to engage our internal customers. • Serve as a key resource for our Customer Service and Experience team members with knowledge of handling customer calls, emails, and chats effectively. • Support one-call resolution, and reduce customer effort. • Assess potential impacts on customers and representatives when developing new programs or updating existing procedures to support all QVC Group Customer Service and Experience divisions and departments. • Complete assigned projects and tasks that support Customer Service and Experience programs, promotions and procedures.