Lalu is the next-generation AI health data platform connecting healthcare, businesses and consumers for the consented flow of curated health data. Founded in 2017, Lalu was created with a simple belief: health data should be easier to access, understand and use. Today, our platform helps organisations deliver better outcomes using trusted health information while ensuring individuals remain at the centre of every interaction. Through our service lines - Lalu Care, Lalu Hub and Lalu Me - we are transforming how health data is accessed, shared and understood.
Role Purpose
This role is part of Lalu's Group function, providing support and expertise that enables the successful operation and growth of the business across all service lines. Working closely with colleagues throughout the organisation, the role contributes to the delivery of strategic objectives, operational excellence and continuous improvement initiatives.
You will collaborate across teams to ensure effective processes, high-quality outcomes and a positive experience for customers, partners and employees, while upholding Lalu's values, governance standards and commitment to innovation.
Job Overview
The Service Support Executive is responsible for delivering high-quality customer support by acting as the main point of contact for customers, managing queries, and ensuring a positive customer experience. This role focuses on handling day-to-day support, escalations, and customer engagement, while referring technical setups and complex connection issues to the Technical Support team. The Service Support Executive works closely with the Operations, Technical Support, and Customer Success teams to ensure seamless issue resolution, compliance with industry standards, and continuous improvement across support processes.
The Role
Title: Service Support Executive
Division: Group
Reports To : Service Support Lead
Banding: Band 1
Location & Term : Cardiff; Full-time (Monday – Friday) ; Permanent; On-site
Key Responsibilities:
1. Customer Support & Communication
- Act as the primary point of contact for customers, including practice staff, patients and third parties.
- Take ownership of each ticket from start to finish, ensuring continuity and accountability throughout the resolution process.
- Ensure all incoming calls are answered promptly and professionally.
- Respond to all customer queries and chasers in a timely, clear, and customer-focused manner, ensuring positive customer experiences.
- Handle customer escalations effectively, taking ownership until resolution or appropriate handover to senior management.
- Ensure all communication with customers (calls, emails, and updates) are logged accurately and comprehensively to maintain continuity of service.
2. Cross-Departmental Support
- Collaborate regularly with Operations, Technical Support, and other departments to strengthen service delivery and ensure consistent communication with customers.
- Gain proficiency in selected tasks across both the Operations Team and Customer Success Team to provide additional support when required.
- Identify potential efficiencies, recurring issues, and process improvements within the department.
- Clearly communicate and propose these improvements to the line manager.
4. Compliance & Risk Management
- Ensure all support activities comply with relevant regulations, standards, and industry best practices.
- Maintain accurate, complete logs of all customer interactions and resolutions to support compliance and audit requirements.
Service Support Executive in Cardiff employer: Lalu
Lalu is an exceptional employer that fosters a dynamic and inclusive work culture in the heart of London, offering employees the chance to thrive in a hybrid environment. With a strong focus on professional development, you will have access to growth opportunities and the latest tools to enhance your skills in revenue operations. Join us to be part of a forward-thinking team that values innovation and collaboration, making a meaningful impact in the SaaS industry.
