Head of User Support, Accurx
£60-80k
+ the value of £50,750 share options
3+ days a week in office (Shoreditch, London)
Patient communication for healthcare professionals
Open for applications
Patient communication for healthcare professionals
201-500 employees
Open for applications
£60-80k
+ the value of £50,750 share options
3+ days a week in office (Shoreditch, London)
201-500 employees
Company mission
To make patients healthier and healthcare staff happier.
Role
Who you are
- We need a Head of User Support who embodies our Principles and thrives on significant challenges
- We're seeking the core skills below, coupled with a mindset ready for real impact
- Strategic leadership: Proven ability to define and deliver a clear strategic vision for a user support or service team
- Scaling & process improvement: Experience in scaling support operations, identifying gaps, and implementing efficient processes and tooling to improve support delivery
- Cross-functional alignment: Demonstrated success in collaborating with and influencing stakeholders across different functions, such as Product, Engineering, and Customer Success, to achieve shared goals
- People leadership & development: A strong track record of managing (including being a manager of managers), mentoring, and developing high-performing teams, fostering a culture of accountability and continuous professional growth
- Data-driven decision making: Ability to use support metrics and user feedback to inform strategy and drive improvements
- Technical acumen: Experience with support tools, an understanding of how to leverage automation and AI, and the ability to get hands-on with technical escalations when needed
- User advocacy: Passion for championing the voice of the user and instilling a user-centric culture across the entire company
What the job involves
- As a Head of User Support, your role will be mission-critical and you will be central to shaping the core communication infrastructure of the NHS
- You'll directly enable faster, safer, and more accessible patient care
- You will be responsible for defining the strategic vision for the User Support team, ensuring we can deliver effectively against our company’s objectives and user needs
- You’ll be a leader who can balance a high-level strategic perspective with the ability to get hands-on during critical moments, such as managing complex escalations or major incidents
- You will work cross-functionally to champion the voice of our users and drive company-wide improvements
- Balancing strategic vision with hands-on support: You will define the long-term strategy for the User Support team while being prepared to step in during high-impact moments, like major incidents and complex escalations
- Driving company-wide improvements from user insights: You will not only manage a support team but also champion the voice of our users, translating their feedback into tangible product and operational improvements across the organisation
- Shaping a new standard of service for the NHS: You'll collaborate with our Head of Service Management to build a single, streamlined approach to service reporting, meeting the rigorous standards and requirements of our valued NHS customers
- Empowering users through automation and AI: You will lead the implementation of new tooling and leverage AI to build a more efficient, self-service model, empowering users to solve their own problems and deliver high quality customer experiences
- Leading a team through rapid scaling: You'll build and inspire a high-performing team, ensuring they have the tools, skills, and processes to scale effectively and meet the evolving needs of our growing user base
Salary benchmarks
Our take
Communication between patients and nurses/doctors has typically happened via telephone call or post. This outdated technology is costly and doesn't exactly provide a great experience. Accurx has stepped in to solve this problem with its communication and collaboration platform.
Accurx allows GPs and other healthcare providers to communicate more efficiently with their patients and with each other in order to deliver top-quality care. Its products are now used in over 95% of GP practices, a huge testament to the value of Accurx's platform.
Since raising considerable funding, Accurx has been focused on growing its team and developing its products, including batch messaging between clinics and patients, to help care sites ease the burden of long wait lists and understaffing. Alongside this, the platform recently partnered up with Tandem Health to launch an AI scribe tool for use across the NHS, so GP practices can save valuable time. Together, these developments put Accurx ins a strong position for even more growth and impact across the healthcare sector.
Steph
Company Specialist at Welcome to the Jungle
Insights
56% female employees
30% employee growth in 12 months
Glassdoor (3.6)
Company
Funding (2 rounds)
Sep 2021
$37.2m
SERIES B
Mar 2019
$11.9m
SERIES A
Total funding: $49.1m
Company benefits
- Breakfast & lunch in the office
- Flexible working
- Access to Happl, a flexible benefits provider
- Meaningful share options
- Allocated L&D budget
- Advance Parental Leave policy
- Monthly team socials
Company values
- Fix healthcare communication
- Raise the bar
- Be a driver, not a passenger
- Succeed together
- Move with urgency
- Be relentlessly resourceful
- Embrace challenge
Company HQ
London, UK
Articles
Leadership
Jacob Haddad
(Co-Founder)Began their career in Healthcare Consulting with Newton Europe and Outcomes Based Healthcare.
Diversity, Equity & Inclusion at Accurx
- Each health system is made up of a diverse workforce, serving 100% of the population. We are building for them, not us. We can only transform health systems if we build a diverse team, rich with different backgrounds, opinions and personalities.
- We particularly welcome applications from those who are significantly underrepresented in the technology sector, such as women, trans people, non-binary people, people with disabilities and people from black and underrepresented ethnic communities.
- You can find more information about Diversity, Inclusion and Belonging at Accurx on our Candidate Hub - https://accurx.notion.site/Diversity-Equity-Inclusion-Belonging-DEIB-24cc8751696f4434b4af64efd9de1b1a
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