Customer Care Executive

About Us

Since 2016, Patchwork Health has been on a mission to make truly flexible and sustainable working a reality for all healthcare staff. Their fully integrated workforce management solution helps optimise outcomes for organisations, managers, staff and patients alike. Built by a team of dedicated healthcare veterans, and co-created with the NHS, their technology and services have been embraced by over 100 healthcare sites to date.

Patchwork offers a range of different solutions, including temporary staff banks, which enable organisations to source temporary staff from their own pool of approved workers; ‘collaborative staff banks’, which help healthcare organisations team up with others in the same region to widen and share their temporary staffing pools; an innovative new rostering solution which enables more flexible, sustainable staffing for permanent healthcare staff; and an Agency Manager which makes it easier for managers to select appropriate temporary staff from external agencies when necessary. Patchwork Insights also provides managers with comprehensive data oversight, to monitor staffing trends, shift fill rates and pay rate escalations, and reliably plan ahead to prevent staffing gaps.

Patchwork Health has been recognised as HSJ’s 2022 Staffing Solution of the Year, and have recently received the prestigious HSJ Partnership Award and the Spectator’s Economic Innovator of the Year Award.

The Role

Our Customer Care Team resides within the Client Operations Team, in the Operations business area, and is responsible for ensuring seamless service delivery by acting as the primary support liaison between Patchwork and our customers. Our customers are mostly NHS Trusts who have bespoke complex implementations and requirements. The end users are workers within the NHS Trusts themselves, such as clinicians and rota managers. It is the responsibility of our Customer Care Team to quickly resolve queries that come through, maintain high standards of communication and service, and contribute to strong customer relationships.

You will be responsible for responding to and answering inbound customer and end user queries through multiple channels, including email (ticketing system), live chat, and telephone. You will be an embodiment of customer obsession, delivering exceptional support with empathy by going above and beyond to ensure customer and end user satisfaction at every interaction.

Key Responsibilities

• Providing technical and non-technical support for customers and end users for various queries relating to Patchwork’s products and the integration of our software with external systems.

• Answering inbound queries through multiple customer and end user support channels, this includes answering emails via a ticketing system, live chat, answering inbound phone calls and from time to time training via virtual calls.

• Providing clear and well communicated responses to all inbound queries across all channels of communication with customers and end users.

• Offering support and training in meetings with customers - this may include virtual and occasionally in person meetings, in collaboration with other client-facing teams across the wider business.

• Escalating inbound customer and end user queries as appropriate within the Customer Care Team.

• Contributing to continuous improvement within Customer Care such as recommendations for improvements, flagging uncertainties and discrepancies, and keeping team and process documentation up to date.

• Assisting with ad hoc manual processes from time to time to ensure we are meeting contractual obligations with our customers and to support the work of the Customer Care Team and wider Client Operations Team.

• Being a product expert and specialist to be able to best support our customers and end users during all interactions.

• Embodying Patchwork’s customer obsession and delivering exceptional support with empathy, by going above and beyond to ensure customer and end users satisfaction at every interaction.

• Being a voice for our customers within Patchwork, advocating for their needs and priorities internally and representing their feedback to our client-facing and product teams.

This is a non-exhaustive list of responsibilities. As part of a small team, it is expected that the Customer Care Executive should also be available to support other related tasks, escalations and projects as required within Client Operations .

Requirements

Essential

• Demonstrable experience in a customer facing support role for software solutions.

• Prior experience working in a fast-paced and autonomous environment such as a start-up or scale-up.

• Experience using common Customer Support tools such as built-in live chat and CRMs (i.e., HubSpot).

• Excellent listening, written, and verbal communication skills.

• Demonstrable experience working across multiple channels of inbound customer and end user queries such as telephone, email and live chat.

• Demonstrable ability to anticipate customer needs and identify potential problems before they escalate.

• Demonstrable ability to diagnose and resolve common technical issues to triage and find the right solution for the customer.

• Ability to conduct training sessions and being confident in the ability to handle any queries that may come from the users you are training.

• Highly organised with demonstrable evidence of managing multiple streams of workload and activities.

• Ability to analyse issues and find effective and practical solutions.

• Eagerness to work with multiple people and be a self-starter.

• Prideful in attention to detail.

• Tech savvy and adaptable to new technologies and systems.

• Ability and passion to work in a fast-paced scale-up team environment, embracing its challenges and opportunities.

Nice to Have

• Experience or knowledge of the NHS, healthcare, or healthtech industry.

• ITIL certification.

• Experience or knowledge of workforce applications.

• Understanding of SaaS platforms.

• Experience or knowledge of AI tools.

• Experience in technical customer support.

Benefits, Perks & Remuneration

Salary Range: £28,000-32,000

• Hybrid and flexible workplace
• Cycle Scheme
• Tech Loan Scheme
• Employee Assistance Programme (Health Assured)
• Personal Learning & Development Budget
• Flexible income options via Wagestream
• Dog friendly London Hub
• Vibrant and fun London Hub with unlimited refreshments & games
• Access to co-working spaces across the UK

The Small Print

We are unable to provide individual feedback on each application. If you have not heard from us within two weeks, you have not been selected for an interview. We pledge to always provide feedback to applicants who interview with us.

Patchwork is an inclusive employer, and is committed to not only meeting legal requirements and standards, but our own diversity, equality, and inclusivity policies and pledges throughout all stages of the employee lifecycle. For more information on our pledges and policies, please refer to our website or reach out to Patchwork's Talent Team.