How you'll be contributing to Accurx as a User Support Lead...

Our User Support operation sits at the heart of the business and is valued highly. We support thousands of healthcare organisations to deliver care for over 60 million patients. We’re used by 98% of GP practices, 70% of NHS Trusts and >300,000 healthcare staff. With that comes an integral need to deliver a first class experience for our users and their patients.

As User Support Lead, you will be responsible for leading the entire function, ensuring our users receive exceptional support when they need it the most. You will be responsible for strategically shaping and scaling the User Support function, aligning it with company goals and will foster a high performing team.

Your day to day tasks, should you choose to accept this mission 🤝...

Contributing to the User Support Operating Strategy and Vision: You’ll work closely with the Chief of Staff to set the strategy and vision for the User Support team, in the context of company and team objectives, visions and priorities.

Service Reporting: You’ll play a key role in the Service Management function as a whole, working with the Head of Service Management to have a comprehensive and combined approach to service management, to meet the standards and requirements agreed with our valued NHS customers.

Driving Cross-Functional Improvements: You’ll identify company-level gaps and product improvement opportunities from support chats and feed them into the company strategy and operational plans.

Project Management: You’ll manage high-impact or high-importance user support projects that are a strategic priority for the organisation.

Line Management: Line managing the support team members, ensuring they are developing professionally, feel valued and are high performing, training them to be experts in the delivery of user support, continually upskilling on industry best practice, and implementing innovative ways to deliver support.

Stakeholder Management: You’ll maintain strong relationships with key stakeholders and other functional leads/Exec members so that the user support team can deliver against its strategy and vision.

Tooling: Oversee the implementation, improvements and administration of User Support tools to enhance the delivery of support.

User Support Escalations: Owning user support escalations, particularly those which might be sensitive or difficult to navigate.

What the team say ...

"Having the opportunity to work on the front line of the business, and talk to our amazing users every day is such a great place to find yourself. Not only do we get showered with compliments about a fantastic product but when we fix any issues the users are having, we make their day! It's an incredibly rewarding role with the opportunity to be an expert in all of Accurx's products." Sameera Sesay - Senior User Support Specialist

If you want to hear from some of our Accufolk about what it's like to work for us, take a look at a video from our 2024 summer conference! 🤩

We'd really like to hear from you, if ...

• You have previous experience leading a high performing support or customer service team

• You're an excellent communicator with the ability to translate ‘the complex’ to ‘the simple’ and adapt to different audience

• You are proactive - you love solving problems and being a part of the solution

• You’re enthusiastic to try new methods, switching up processes and coming up with new ideas, however big or small

• You're excited by change and a fast-paced learning environment

Additional Info:

As we work to support the NHS, our team is online to help our users throughout the weekend, evenings and bank holidays.

Our standard weekday online hours are 8am - 8pm and the team work staggered shifts. We do not expect the User Support Lead to be doing these shifts on a regular basis, but you may need to roll up your sleeves and take on a shift depending on team resourcing. You will get time back in lieu for any hours worked outside of standard working hours.

How you work...

At Accurx we believe in making every day count as we hold a vital role in supporting our users by driving innovative solutions to fix healthcare communication. We want everyone at Accurx to reflect our principles in how they work by looking to:

⭐ Fix healthcare communication

⬆️ Raise the bar

🚙 Be a driver, not a passenger

🤲 Succeed together

💨 Move with urgency

♻️ Be relentlessly resourceful

☝️ Embrace challenge

...Check them out for more detail here!

What we can offer...🤔

💰 £55,000 - £75,000 salary + the value of £50,750 share options

🤝 Access to Happl - a flexible benefits provider with a given budget of £600 to spend on perks of your choice. Options include private health insurance, wellness providers and more.

🏢 We are office first, all accuFolk come to our office in Shoreditch at least 3 days per week, with the option to work remotely 2 days a week. Read more about our policy here.

📚 Allocated annual learning & development budget

🐣 Enhanced parental leave policy

🙏 Prayer, meditation and breastfeeding room

🌴 Working abroad policy

👩‍🍳We have our very own Chef! Free healthy breakfasts, snacks and lunches will be provided, with the occasional sweet treat!

...And much more.