Customer Support Associate (Secondary Care)
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Customer Support Associate (Secondary Care) at Lantum: London, Велика Британія; Гібридно; Повна зайнятість; Підтримка та успіх клієнтів. JobGrid adds normalized role facts, source context, and a path to the employer application page so candidates can compare the listing before applying.
- Location and workplace: London, Велика Британія, Гібридно
- Role classification: Підтримка та успіх клієнтів, Повна зайнятість
- Source freshness: checked by JobGrid on 2026-06-08.
- Application path: candidates continue to the employer application page with non-personal referral tags.
The NHS workforce is broken. 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 failing.
We built Lantum because we want to change that. 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 more efficiently. 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 improve their work-lives.
We're rebuilding how this industry operates and we're looking for people who want to be part of that.
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