Customer Support Associate – Secondary Care

Role Overview

• 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.