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Customer Support Associate (Secondary Care) at Lantum · London
Skills
Job Description
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.
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
- 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
About you - We’ll be looking for
- 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
Interview process
Talent Screen: We’ll book you in for a quick introductory chat, and to answer any initial questions you might have.
Meet your manager: We’ll book you in for a first interview with your potential future manager, so you can learn more about the role and we get a deeper understanding of your experience.
Technical Interview: This is the “practical” interview stage in the process. We will provide you with a scenario or problem to solve, which enables you to bring your skills to life.
Values Interview: You’ll meet more members of the team to talk about the Lantum Values. This will be an opportunity for them to ask competency questions and also the chance for you to ask questions about life at Lantum.
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.
Our work environment
- 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
Our values
We want every employee to live the core values of the business:
- More than me: Our goals are too big to achieve on our own, it takes diverse skills and various people to achieve greatness.
- Care a lot: Doing the right thing isn’t optional. We care a lot about our users, the NHS and each other. We hold each other to the highest standards and earn our reputation every day.
- See it thru: We’re constantly looking for excellence. We take pride in planning and execution of all types of work, and we’re not deterred by bumps in the road or adversity. When we see obstacles, we relish the challenge and keep going.
- Think around corners: We always stay ahead of the curve. All of us share a responsibility to challenge the status quo, think outside of the box, turn problems on their head and turn weaknesses into strengths.
- Bounce back & learn: Being brave, taking risks and trying new things. It’s better to take risks and learn from them and being open to changing from what you learned is what makes us successful.
Please note
We can only accept applications from those eligible to live and work in the UK. We are unable to sponsor visas for this position.
Diversity promise
We believe that a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are. Everyone is welcome - as an inclusive workplace, our employees are comfortable bringing their authentic whole selves to work. Be you. All you need is a passion and a desire to be part of our mission.