Customer Support Officer

This range is provided by Ultramed. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

We are looking for a customer support officer to join our team to support the delivery of our products to help healthcare teams improve the lives of thousands of patients weekly. Salary: £26k

Ultramed is an award‑winning, B‑Corp certified company serving patients and healthcare providers in the UK and abroad. We won a King’s Award for Enterprise:
Innovation in 2023. We are backed by the NHS Innovation Accelerator and are recognised by the UK Department of International Trade as one of the UK’s top 100 digital health companies. We have a smart, dynamic and diverse team working together to improve healthcare.

At Ultramed we’re on a mission to empower patients through technology and freeing healthcare teams to do what matters: caring for their patients. We believe software has the potential to change the way we deliver healthcare and help us live happier, healthier lives. We work hard every day to move the needle and deliver on that promise.

• Integrity:
  Upholding honesty, transparency, and reliability in all interactions and operations, fostering trust among team members, customers, and patients
• Proactivity:
  Taking initiative to anticipate needs, solve problems, and drive continuous improvement, while remaining flexible and adaptable in the face of change and challenges
• Collaboration:
  
  Embracing teamwork and cooperation, valuing diverse perspectives, and working together to achieve common goals and solve complex problems
• Patient advocacy:
  Prioritising patient safety and well‑being in all endeavours, and striving for excellence in delivering high‑quality solutions

Ultramed’s platform allows patients to securely share their personal health information with their healthcare teams. With Ultramed, healthcare teams can request information from a patient to help plan upcoming operations or procedures. Our platform reduces the number of unnecessary appointments for patients, improves patient safety and increases efficiency for healthcare providers.

• Undertake day‑to‑day communication with end account users to resolve and troubleshoot any issues, predominantly providing support to patients over the phone, email and via Live Chat
• Adapt communication to suit the differing needs of our customers
• Contribute to weekly support team meetings
• Attend staff meetings and maintain positive and proactive relationships with staff, stakeholders and customers
• Embrace the collaborative approach within the Ultramed team to achieve our collective objectives

Essential

• Educated to A level or equivalent experience
• Excellent IT skills and willingness to learn new programs
• Excellent written and verbal communication skills with internal and external partners, particularly on the phone and via email
• Ability to work across different support channels
• Ability to prioritise own workload in line with the work priorities of the team
• Flexible approach to tasks required of the role including willingness to undertake further training and development as required and as the company expands
• Ability to use initiative to problem solve
• Able to work autonomously and as part of a team
• Confident and articulate in presenting information, material and personal views
• To represent the company in a highly professional way
• Commitment to our equality, diversity and inclusion policies
• You are resident for tax purposes in the United Kingdom

Desirable

• Work experience in the healthcare sector
• Work experience in customer facing roles
• Experience working with Zendesk or a similar platform

• Fully remote and flexible working – work from wherever you work best with control over your work hours
• 9‑day working fortnight – alternating Fridays off with no reduction in salary or annual leave. Average of 36 hours per week
• Working from home allowance – tax‑free monthly allowance to cover additional costs
• Pension match and salary exchange – we will match your contributions above the statutory requirements up to a total contribution of 14% (6% employer, 8% employee split)
• Profit‑sharing…