Customer Support Associate, Lantum
Healthcare workforce management platform, reducing spend, admin and empowering healthcare staff
Job no longer available
Healthcare workforce management platform, reducing spend, admin and empowering healthcare staff
21-100 employees
Job no longer available
21-100 employees
Company mission
To create a world where healthcare doesn’t have a workforce crisis by transforming how healthcare organisations and the workforce work together.
Role
Who you are
- Experience of working in process lead customer support role
- Has excellent communication skills (both written and verbal)
- Is patient and empathetic to ensure our customers feel valued and understood
- Has a positive and curious attitude to provide effective support and gain a deep understanding of our customers’ experiences and pain-points
- Is proactive; able to inform customers of new features and drive the self-serve aspect of our product
- Is analytical; able to work well against customer satisfactions and query response time KPIs in addition to driving self-serve one-touch resolution
- Able to handle all sensitive data in accordance with confidentiality policies and GDPR
- Demonstrates composure, resilience and flexibility
- Is first and foremost a team player but can also take initiative and work independently when required
What the job involves
- Customer Support is at the heart of Lantum, we aim to deliver first-class customer experience to all users, ensuring all answers to queries are empathetic and delivered in a timely manner
- Answering customer queries across live chat, email and phone
- Inputting accurate and complete customer information in Zendesk
- Developing a full understanding of the Lantum product suite
- Diagnosing software issues and engaging with our Product and Engineering teams using established processes
- Reporting common trends to internal Commercial and Operations departments; ensuring customers have a first-class customer experience
- Identifying, resolving and where necessary, escalating serious incidents or customer complaints
- Ensuring all standard operating procedures are followed and any missing ones are reported
- Staying up to date with a complex and regulated industry and build a deep understanding of Lantum’s customers
- Lantum’s Support team is available every day of the year, including weekends and bank holidays
- Your core hours will be 9.00 - 18.00 but to ensure the best support possible, you may occasionally be requested to work other shifts within our operating hours (8.00 - 21.00 Mon-Sat, 8.00 - 20.00 Sun, 9.00 - 18.00 on bank holidays). If cover is required, it will be shared fairly across the team and reasonable notice will be given
- We are open to exploring this as a remote role if you are based outside of London
Salary benchmarks
Our take
The NHS is facing huge financial pressures. An area that's been targeted in recent years is the billions the NHS spends on sourcing temporary doctors, known as locums, largely via agencies which take large fees.
Lantum's business model has changed since launch. It was originally a marketplace which helped healthcare providers connect with vetted temporary staff when they found gaps in their shifts. It has since become a wider platform for NHS workforce management.
Their software helps healthcare organisations fill the maximum number of shifts, by enabling them to manage their own network of clinicians and introducing them to new clinicians in the area. In 2021 they supported over 3,000 healthcare organisations, saving the NHS over £30 million.
Having already introduced the service for smaller clinics, they now aim to introduce it to hospitals as well as expanding the service to all healthcare professionals – including nurses and receptionists.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
Mar 2022
$15m
LATE VC
Sep 2019
$0.8m
CONVERTIBLE
Total funding: $28m
Company benefits
- 🚲 Cycle to Work Scheme
- 🎗 Charity Day - the opportunity to make a positive impact in our community
- 🖥️Home office set up - £200 stipend towards home office equipment to support remote working
- 🏠Hybrid work structure - 3 days in the office per week
- 🌈A vibrant and fun WeWork office space
- 💆♀️Health Cash Plan: - Cash refunds for physio, dental, and other health related costs - An Employee Pricing Program that grants you access to special, non-public discounts to gyms and top retail brands - Plus access to a 24/7 counselling and support helpline
- 🧓Pension - Lantum matches 4% of your salary into your pension pot!
- 🌴Holiday - 25 days holiday + 1 additional day of birthday leave
- 🧠Wellbeing Support - Access to Spill, a mental health support app and 1 day wellbeing leave
- 🌱£500 Learning and development budget each year to drive your own development
Company HQ
London, UK
Leadership
Melissa Morris
(Founder & CEO)Melissa is a former McKinsey Consultant, NHS London strategist and NHS Innovation Accelerator fellow, passionate about transforming healthcare through workforce innovation.
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