About the role
We're hiring a Customer Support Associate to be the dedicated support contact for our Secondary Care clients - the person they turn to when they need help, and the voice that feeds their insights back into the business. Day to day, you'll triage and resolve client queries across our In-Genius, In-Flight and DRS products, working closely with teams across Operations, Product and Engineering to get issues solved quickly and clients back on track. You'll also spot patterns in what clients are struggling with and feed that intelligence back into the business to drive continuous improvement. The ideal candidate will bring experience working in a medical workforce or rostering function within a hospital environment - you already understand how NHS rota management works, which means you'll hit the ground running and earn client trust from day one. It's a role that sits at the intersection of client relationships, product knowledge and problem-solving - and one where you'll have a real impact on how rota management works at scale across the NHS. Responsibilities
We're hiring a Customer Support Associate to be the dedicated support contact for our Secondary Care clients - the person they turn to when they need help, and the voice that feeds their insights back into the business. Day to day, you'll triage and resolve client queries across our In-Genius, In-Flight and DRS products, working closely with teams across Operations, Product and Engineering to get issues solved quickly and clients back on track. You'll also spot patterns in what clients are struggling with and feed that intelligence back into the business to drive continuous improvement. The ideal candidate will bring experience working in a medical workforce or rostering function within a hospital environment - you already understand how NHS rota management works, which means you'll hit the ground running and earn client trust from day one. It's a role that sits at the intersection of client relationships, product knowledge and problem-solving - and one where you'll have a real impact on how rota management works at scale across the NHS. Responsibilities
- Act as the dedicated first-line support contact for all Secondary Care clients, triaging and responding to queries across In-Genius, In-Flight and DRS
- Receive, log and track all support requests, ensuring every client receives a timely, accurate and empathetic response within agreed SLAs
- Route issues to the right internal team - whether that's Delivery, Rota Ops, Finance or Product and Engineering - and maintain visibility of progress until resolution
- Identify recurring support themes and report them to Secondary Care leadership and the product team on a regular basis, creating a structured feedback loop that drives continuous improvement
- Develop a deep understanding of the Secondary Care product suite to efficiently diagnose client issues and reduce escalation where possible
- Maintain accurate records of all support interactions using Zendesk and other support tools. Create reports to share with senior management for insights into frequent issues.
- Work closely with the Secondary Care delivery and operations teams to ensure client issues don't disrupt rota delivery timelines
- Support the development and maintenance of client-facing support materials and knowledge base content
- Experience working in a medical workforce or rostering function within a hospital environment - you understand how NHS rota management works
- A strong track record in a customer support, client services, operations or administrative role
- Excellent communication skills - you're clear, calm and confident when dealing with complex or sensitive client issues
- Highly organised with strong attention to detail and the ability to manage multiple open issues simultaneously without dropping the ball
- Comfortable working with support tools such as Zendesk, and able to quickly learn new systems
- A proactive mindset - you spot patterns, flag issues early and look for ways to improve processes rather than waiting to be told
- A genuine passion for the NHS and improving the lives of healthcare professionals
- Home office set up - £200 stipend towards home office equipment to support remote working
- Health Cash Plan: Cash refunds for physio, dental, and other health related costs
- Pension - Lantum matches 4% of your salary into your pension pot
- Holiday - 25 days holiday + 1 additional day of birthday leave
- Wellbeing Support - Access to Spill, a mental health support app and 1 day wellbeing leave
- £500 Learning and development budget each year to drive your own development
- Cycle to Work Scheme
- Charity Day - the opportunity to make a positive impact in our community
- Hybrid Working: Spend three core days a week in our collaborative WeWork office
- Vibrant Workspace: A dynamic, fun WeWork office space with amenities to support your productivity and well-being
Vacancy posted a month ago
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