At a Glance
- Tasks: Provide exceptional customer support via live chat, email, and phone.
- Company: Join Lantum, a pioneering tech company transforming healthcare staffing.
- Benefits: Enjoy remote work perks, health cash plans, and a generous learning budget.
- Other info: Collaborative hybrid work environment with vibrant office culture.
- Why this job: Make a real impact in healthcare while supporting clinicians and users.
- Qualifications: Strong communication skills and a passion for helping others are essential.
The predicted salary is between 31500 - 38500 £ per year.
Description
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
Customer Support is at the heart of everything we do at Lantum.
We aim to deliver a first-class experience to every user, ensuring queries are resolved quickly, empathetically, and effectively across live chat, email, and phone.
Our ideal Customer Support Associate is organised, calm under pressure, and an expert prioritiser.
But more than that, they care deeply about our users and go the extra mile to make them feel supported and valued.
Alongside delivering exceptional Customer Support, you'll also play an important role in our Clinical Governance processes, helping to ensure clinicians and non-clinical staff are onboarded efficiently and in line with regulatory requirements.
Your work will directly contribute to maintaining compliance, enabling timely approvals, and supporting a seamless experience for our users.
If you’re passionate about helping others, enjoy building relationships, and want to make a real impact, this could be the perfect role for you.
Responsibilities
- Responding to customer queries via live chat, email, and phone
- Accurately logging and categorising customer information in Zendesk
- Building a deep understanding of the Lantum platform and product suite
- Diagnosing software issues and escalating through the right channels using established processes
- Identifying patterns in queries and feeding insights back to other customer facing teams
- Collaborating with internal teams to improve the customer experience and share user insights
- Following internal SOPs and flagging gaps or improvements
- Staying up to date with industry regulations and customer needs
- Managing clinical governance processes by reviewing and validating clinician and non-clinician documentation, completing required compliance checks (including GMC and NPL), and ensuring timely approvals
Requirements
About you - We’ll be looking for
- Experience in a customer support role with strong written and verbal communication skills
- Empathetic, patient, and passionate about delivering exceptional service
- Highly organised, proactive, and able to prioritise in a fast-paced environment
- Tech-savvy and comfortable using tools like Zendesk, or keen to learn
- A collaborative team player who’s also confident working independently
- 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.
- Challenge
Interview: This is the “practical” interview stage in the process which will take place with a group of stakeholders.
We will provide you with a scenario or problem to solve, which enables you to bring your skills to life.
This will also be an opportunity for them to ask competency questions to explore how you've previously demonstrated the Lantum Values, and also the chance for you to ask questions about life at Lantum.
Benefits
- 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 We Work office
- Vibrant Workspace: A dynamic, fun We Work 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.
Customer Support Associate in London employer: Lantum
At Lantum, we are dedicated to transforming the NHS workforce management landscape, making us an exceptional employer for those passionate about healthcare innovation. Our vibrant work culture fosters collaboration and continuous improvement, while our commitment to employee growth is evident through a generous learning budget and wellbeing support initiatives. Join us in our mission to enhance the lives of healthcare professionals and experience the unique advantages of working in a dynamic WeWork environment, where your contributions truly make a difference.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Associate in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Lantum. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Lantum before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support Associate in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Lantum:Your cover letter is your chance to shine! Tell us why you want to work at Lantum specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Lantum!
How to prepare for a job interview at Lantum
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
