Customer Support Associate; Secondary Care

The NHS workforce is broken. We re fixing it. Clinician burnout is at an all-time high. The UK s temporary staffing bill has hit £8 billion. Industrial action among healthcare workers is at a historic scale. The way healthcare organisations manage and schedule their workforce is fundamentally failing - failing clinicians, failing organisations, and failing patients.

We built Lantum because something has to change. Our Connected Scheduling™ platform uses AI to cut through the complexity of healthcare workforce planning - giving clinicians more control over how and when they work, and giving organisations the tools to staff smarter and plan with confidence. Over 50% of UK GP practices and 30% of UK Trusts already rely on us.

We ve saved the NHS millions and helped thousands of clinicians reclaim their work-lives. But we re just getting started.

We re rebuilding how an entire industry operates - and we re looking for people who want to be part of that. We re a team of 10+ nationalities, 53% female, and 100% bought into the mission.

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.

• 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

• Talent Screen:
  We…