At a Glance
- Tasks: Lead a team to enhance user support and elevate customer satisfaction.
- Company: Join Accurx, a tech company revolutionising healthcare for the NHS.
- Benefits: Competitive salary, flexible working, generous holiday, and free meals.
- Other info: Dynamic work environment with opportunities for personal and professional growth.
- Why this job: Make a real impact in healthcare while developing your leadership skills.
- Qualifications: Experience in service management and a passion for tech-driven solutions.
The predicted salary is between 40000 - 50000 £ per year.
Accurx is solving healthcare productivity for the NHS. For decades, the NHS has struggled with fragmented systems that make simple tasks feel impossible. At Accurx, we're changing that by building a single, system-wide platform that helps every patient get gold-standard, efficient, and joined-up care.
What started as a way for GPs to text a patient has now evolved into an all-in-one digital toolkit used by 98% of GP practices and 68% (and growing!) of NHS Trusts. Our platform now powers Total Triage to manage patient demand, and Self-Book that lets patients schedule their own appointments in seconds. We've automated routine care with Patient Questionnaires for long-term conditions, while Accumail finally allows staff-to-staff communication to happen instantly across different care settings. We're now pushing the boundaries of the consultation itself with Accurx Scribe, our AI-powered note-taker that drafts medical notes in real-time.
As the User Support Service Manager, you will directly shape the quality and consistency of our user experience. Your mission is to elevate our support function to a world-class standard, ensuring Accurx stands out as a market leader during competitive tender processes.
Key Responsibilities & Projects
- Boosting CSAT: Implementing strategies to quickly transform customer satisfaction.
- Optimising Workflows: Automating responses and processes to drastically reduce first-response and incident response.
- Team Development: Raising performance standards and coaching the team to excellence.
What you’ll manage day to day
- People Leadership: Line manage a team of Support Specialists and Seniors. You'll own 1:1s, performance reviews, career development, and hiring/probation decisions, creating an environment where your team can excel.
- Daily Operations, Scheduling & Weekend Cover: Lead daily standups, manage the team rota, oversee shift scheduling, and handle leave requests to ensure seamless coverage. This role includes participating in weekend cover to support our 7-day operations.
- Onboarding & Training: Own the end-to-end onboarding journey for new hires, delivering and assessing training modules to set a world-class standard from day one.
- Quality Assurance & Coaching: Run regular QA reviews and ticket scoring to uncover coaching opportunities and boost CSAT. You'll also scale our QA framework by introducing modern metrics like Intercom CX scores.
- AI & Automation: Integrate smart tooling and AI into daily workflows to drive team efficiency, quality, and an elevated support experience.
- Incident & Complaint Management: Act as the first commander on operational incidents, coordinating proactive user updates, and manage the end-to-end complaint process to turn negative feedback into actionable insights.
- Tech Stack Mastery: Work daily across Intercom (for queue monitoring, routing, and QA), scheduling tools, reporting dashboards, and internal people systems for performance tracking.
What Makes You a Great Fit
- Immediate Momentum: You integrate quickly, build trust effortlessly, and master our tools without hand-holding. You’re energetic, visible, and ready to lead from day one.
- The 12-Month Playbook: You’ve successfully transformed KPIs and overhauled service management in a similar SaaS or startup environment before.
- Tech-Forward Operations: You’re an automation and AI wizard who knows how to scale efficiency quickly.
- Calm Under Pressure: You deliver at pace. When volume spikes or incidents occur, you keep the team focused and the service running smoothly.
- Proactive Friction-Fixing: You look past individual tickets to solve root-cause problems in our tools, processes, and user journeys.
- Collaborative Diplomacy: You easily bridge the gap between Engineering, Marketing, and Clinical teams, turning user insights into cross-functional action.
What's in it for me?
- You'll be joining an established but fast-growing Tech for Good movement, where we're led by our Principles and our mission to Solve Healthcare Productivity.
- Salary £40-50K
- Benefits to suit you: adjust your healthcare cover, your pension or life insurance, whatever stage you're at in life.
- Flexible Working: We are an office-first culture and ask that you're in our (dog-friendly) Shoreditch office 3 days a week, with core hours of 10am–4pm.
- Time off: You'll get 28 days of holiday (plus bank holidays) and up to 4 weeks to work from anywhere per year.
- Family matters: We offer enhanced parental leave, fertility support and parental loss support.
- We have our very own Chef! Free healthy breakfasts, snacks and lunches will be provided, with the occasional sweet treat!
Want to know more about the company or the hiring process? Check out our Careers page and Candidate hub.
Find us across social media: Medium · LinkedIn · X · Instagram · YouTube
User Support Service Manager (Maternity Cover) in London employer: Accurx
Accurx is an exceptional employer, dedicated to transforming healthcare productivity within the NHS. With a vibrant office culture in Shoreditch, employees enjoy flexible working arrangements, generous holiday allowances, and unique perks like free meals from our in-house chef. We prioritise professional growth through comprehensive training and development opportunities, ensuring that every team member can thrive while making a meaningful impact on patient care.
StudySmarter Expert Advice🤫
We think this is how you could land User Support Service Manager (Maternity Cover) in London
✨Tip Number 1
Network like a pro! Reach out to current or former employees on LinkedIn and ask about their experiences at Accurx. A friendly chat can give you insider info and might even lead to a referral!
✨Tip Number 2
Prepare for the interview by diving deep into Accurx's products and services. Understand how they solve healthcare productivity issues and think of ways you can contribute to their mission. Show them you’re not just another candidate!
✨Tip Number 3
Practice your answers to common interview questions, but keep it natural. Use the STAR method (Situation, Task, Action, Result) to structure your responses, especially when discussing your leadership and problem-solving skills.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your enthusiasm for the role can leave a lasting impression. And remember, apply through our website for the best chance!
We think you need these skills to ace User Support Service Manager (Maternity Cover) in London
Some tips for your application 🫡
Show Your Passion:When you're writing your application, let your enthusiasm for the role shine through! We want to see how excited you are about improving user experiences and making a real impact in healthcare.
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your relevant experience. We love seeing how your skills align with our mission at Accurx, so don’t hold back on showcasing your achievements!
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and make it easy for us to see why you’re the perfect fit for the User Support Service Manager role.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity.
How to prepare for a job interview at Accurx
✨Know Your Stuff
Before the interview, dive deep into Accurx's platform and its impact on the NHS. Familiarise yourself with their tools like Total Triage and Accurx Scribe. Being able to discuss these features confidently will show your genuine interest and understanding of the role.
✨Showcase Your Leadership Skills
As a User Support Service Manager, you'll be leading a team. Prepare examples of how you've successfully managed teams in the past, focusing on coaching, performance reviews, and creating a positive work environment. Highlight any specific strategies you've implemented to boost team morale or efficiency.
✨Be Ready for Scenario Questions
Expect questions that assess your problem-solving skills, especially under pressure. Think of scenarios where you've had to manage incidents or complaints effectively. Use the STAR method (Situation, Task, Action, Result) to structure your answers and demonstrate your calmness and effectiveness in challenging situations.
✨Emphasise Your Tech Savviness
Since the role involves using various tech tools, be prepared to discuss your experience with automation and AI in support operations. Share specific examples of how you've integrated technology to improve workflows or customer satisfaction, showcasing your ability to drive efficiency in a tech-forward environment.
