At a Glance
- Tasks: Lead a team to enhance user support and elevate customer satisfaction.
- Company: Accurx, a pioneering tech company transforming NHS healthcare.
- Benefits: Competitive salary, flexible working, generous holiday, and free meals.
- Other info: Join a dynamic team in a dog-friendly office with great career 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 50000 - 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.
- 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.
- 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.
- 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!
Apply via the company portal.
User Support Service Manager (Maternity Cover) London employer: Meeveem Limited
Meeveem Limited is an exceptional employer that values its employees by fostering a collaborative and innovative work culture in the heart of Yorkshire. With a strong focus on professional development, employees are encouraged to grow their skills and advance their careers while enjoying competitive benefits and a supportive environment that prioritises work-life balance. Joining Meeveem means being part of a dynamic team dedicated to making a meaningful impact in the cardiovascular and endovascular sectors.
StudySmarter Expert Advice🤫
We think this is how you could land User Support Service Manager (Maternity Cover) London
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Meeveem Limited.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Meeveem Limited. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace User Support Service Manager (Maternity Cover) London
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Meeveem Limited.
How to prepare for a job interview at Meeveem Limited
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Meeveem Limited's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Meeveem Limited offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
