Customer Support Associate – Secondary Care

🕒 May 20

🏢🏡 London – Hybrid

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

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Lantum

WebsiteLinkedInAll Job Openings

51 - 200 employees

💰 $15M Venture Round on 2022-03

Lantum is a workforce management platform that makes it easier for healthcare providers to mobilise their workforce, and for clinicians to work more flexibly.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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. • An Employee Pricing Program that grants you access to special, non-public discounts to gyms and top retail brands. • Plus access to a 24/7 counselling and support helpline. • 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.