At a Glance
- Tasks: Support patients and healthcare teams through effective communication and problem-solving.
- Company: Join Ultramed, an award-winning B-Corp certified company transforming healthcare.
- Benefits: Enjoy remote work, flexible hours, profit-sharing, and a generous annual leave policy.
- Other info: Be part of a diverse team committed to equity, diversity, and inclusion.
- Why this job: Make a real difference in patients' lives while growing your career in a dynamic team.
- Qualifications: A levels or equivalent, excellent communication skills, and a proactive attitude.
The predicted salary is between 26000 - 26000 £ per year.
We are looking for a customer support officer to join our team to support the delivery of our products to help healthcare teams improve the lives of thousands of patients weekly.
Who We Are
Ultramed is an award‑winning, B‑Corp certified company serving patients and healthcare providers in the UK and abroad. We won a King’s Award for Enterprise: Innovation in 2023. We are backed by the NHS Innovation Accelerator and are recognised by the UK Department of International Trade as one of the UK’s top 100 digital health companies. We have a smart, dynamic and diverse team working together to improve healthcare.
Our Mission
At Ultramed we’re on a mission to empower patients through technology and freeing healthcare teams to do what matters: caring for their patients. We believe software has the potential to change the way we deliver healthcare and help us live happier, healthier lives. We work hard every day to move the needle and deliver on that promise.
Our Values
- Integrity: Upholding honesty, transparency, and reliability in all interactions and operations, fostering trust among team members, customers, and patients.
- Proactivity: Taking initiative to anticipate needs, solve problems, and drive continuous improvement, while remaining flexible and adaptable in the face of change and challenges.
- Collaboration: Embracing teamwork and cooperation, valuing diverse perspectives, and working together to achieve common goals and solve complex problems.
- Patient advocacy: Prioritising patient safety and well‑being in all endeavours, and striving for excellence in delivering high‑quality solutions.
What We Do
Ultramed’s platform allows patients to securely share their personal health information with their healthcare teams. With Ultramed, healthcare teams can request information from a patient to help plan upcoming operations or procedures. Our platform reduces the number of unnecessary appointments for patients, improves patient safety and increases efficiency for healthcare providers.
What You’ll Do
- Undertake day‑to‑day communication with end account users to resolve and troubleshoot any issues, predominantly providing support to patients over the phone, email and via LiveChat.
- Adapt communication to suit the differing needs of our customers.
- Contribute to weekly support team meetings.
- Attend staff meetings and maintain positive and proactive relationships with staff, stakeholders and customers.
- Embrace the collaborative approach within the Ultramed team to achieve our collective objectives.
Requirements
Essential
- Educated to A level or equivalent experience.
- Excellent IT skills and willingness to learn new programs.
- Excellent written and verbal communication skills with internal and external partners, particularly on the phone and via email.
- Ability to work across different support channels.
- Ability to prioritise own workload in line with the work priorities of the team.
- Flexible approach to tasks required of the role including willingness to undertake further training and development as required and as the company expands.
- Ability to use initiative to problem solve.
- Able to work autonomously and as part of a team.
- Confident and articulate in presenting information, material and personal views.
- To represent the company in a highly professional way.
- Commitment to our equality, diversity and inclusion policies.
- You are resident for tax purposes in the United Kingdom.
Desirable
- Work experience in the healthcare sector.
- Work experience in customer facing roles.
- Experience working with Zendesk or a similar platform.
Benefits
- Fully remote and flexible working – work from wherever you work best with control over your work hours.
- 9‑day working fortnight – alternating Fridays off with no reduction in salary or annual leave. Average of 36 hours per week.
- Working from home allowance – tax‑free monthly allowance to cover additional costs.
- Pension match and salary exchange – we will match your contributions above the statutory requirements up to a total contribution of 14% (6% employer, 8% employee split).
- Profit‑sharing – we set aside a proportion of our annual profits and distribute it equally amongst our team.
- Share incentive plan – tax‑free shares are issued regularly so it builds up your shareholding and longer‑term value for you.
- Loyalty annual leave bonus scheme – starting with 24 days of annual leave, including 1 day to take on your birthday, we award additional days for continuous employment with Ultramed.
- Annual leave purchasing scheme – employees can purchase up to 5 additional days of annual leave every year.
- Top‑notch equipment – we will provide a new MacBook and other required peripherals as needed.
- Home office stipend – you can request purchases to help equip your home office.
- Education budget – you can request additional educational activities including courses, books, conferences and webinars.
- Contribution toward co‑working space – we will contribute towards a co‑working space on a case‑by‑case basis if you are unable to work well at home.
- Flexibility for parents and carers – we will work with you to structure work around your family, not the other way around.
- HealthShield cash‑back plan – claim back money used for health and wellness appointments and access to perks including 24/7 GP, counselling services, and subsidised gym memberships.
- Job role specific – being available for scheduled meetings within core hours of 10:00 – 16:00.
Equity, Diversity and Inclusion (EDI)
Ultramed is committed to fostering an equitable, diverse and inclusive workplace. One of our core values is integrity. That’s why we know that continuing to work on our approach to equity, diversity and inclusion helps make us an outstanding remote employer.
We are a small but growing team so it’s important for us to make sure that we are representative of the patients and clinicians we help every day, as well as showing our employees that they matter. We use EDI approaches to recruitment, hold whole team learning sessions on a variety of topics including inclusive language at work, and regularly review our benefits package to make sure it suits the differing and changing needs of our team.
We know that equity, diversity and inclusion is not a box‑ticking exercise. We are fully committed to the ongoing work needed to review and improve our current processes, and are eager to keep learning and finding new ways to make Ultramed a truly inclusive workplace.
Seniority Level: Entry level
Employment Type: Full‑time
Job Function: Other
Industries: IT Services and IT Consulting
Customer Support Officer employer: Ultramed
Ultramed is an exceptional employer, offering a fully remote and flexible working environment that empowers employees to balance their professional and personal lives. With a strong commitment to employee growth through an education budget, profit-sharing, and a unique 9-day working fortnight, Ultramed fosters a collaborative and inclusive culture where every team member's contributions are valued. Join us in making a meaningful impact on healthcare while enjoying top-notch benefits and a supportive work atmosphere.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Officer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Ultramed. 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 Ultramed 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 Officer
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 Ultramed:Your cover letter is your chance to shine! Tell us why you want to work at Ultramed 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 Ultramed!
How to prepare for a job interview at Ultramed
✨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.
