At a Glance
- Tasks: Lead a team to enhance user support and elevate customer satisfaction.
- Company: Accurx, a pioneering tech company transforming NHS healthcare delivery.
- 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 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. 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 to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Meeveem Limited. 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 Meeveem Limited 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 User Support Service Manager (Maternity Cover) 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 Meeveem Limited:Your cover letter is your chance to shine! Tell us why you want to work at Meeveem Limited 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 Meeveem Limited!
How to prepare for a job interview at Meeveem Limited
✨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.
