Customer Support Associate London, England
Job description
You have likely spent the last few years working at a private medical practice, as part of a team at a secretarial group or perhaps as an independent medical secretary. You’ve managed all the administration for your consultants, from letters to patient bookings and everything in between. You know the job of a medical secretary inside out.
While you thrive working in healthcare, perhaps you’re wondering "what’s next for me?". This is where Semble comes in!
You may well have already used Semble or come across us in your current role, but if not, here’s a little bit about us:
At Semble, we are on a mission to improve the way healthcare is delivered to millions of people by providing doctors and their teams with powerful, innovative, intuitive and secure software. Our cloud-based clinical system is already used by hundreds of clinicians, making their lives easier and saving them money, while structuring their health data to help research.
About the role
Semble is looking for a Customer Support Associate who will help with the crucially important role of providing clients with an exceptional onboarding and support experience.
It’s often our first opportunity to make a great impression. The main goal of the role is to provide outstanding care and facilitation as clinics start using their new system.
To succeed in this role, you will need patience and the ability to communicate with clients in a friendly and clear way and to think out of the box when it comes to suggesting recommendations for how clinics should set up their workflows. Finally, and most importantly: a true passion for working on something that matters and improving healthcare!
What you will be doing
- Assist in organising & implementing the initial setup of client accounts ready for go-live
- Provide efficient and comprehensive solutions to customer problems, anticipating challenges
- Guide customers through issues and questions, mostly via email & scheduled calls
- Conduct customer product training sessions
- Produce content and other resources to facilitate customers self-serving
- Collaborate with other teams to improve and enhance our customers’ experience
- Keep records of customer interactions, transactions, comments and complaints in our CRM
- Identify potential challenges and trends amongst our customer base or risks of churn
What we are looking for
- You are/were a medical secretary and have worked closely with practices managers and doctors, ideally within the private sector
- You are able to quickly navigate through systems and use a computer with ease
- You are passionate, enthusiastic and creative with a strong sense of ethics and integrity
- You have a clear “customer first” focus
- You can demonstrate your ability to quickly and easily understand technical products
- Experience working with Semble is a major plus
- You are able to balance multiple priorities which require organisation, detail, prioritisation, and delivering outcomes.
What you’ll get in return
- The great feeling coming with knowing you do something that matters: improving healthcare!
- Autonomy and ownership – we’ll set the vision and share the context, then we trust you to run with things – that’s the reason we hire you!
- 36 days off: 25 holidays +bank holidays +3 extra days (birthday and ‘feel good’ days)-that we will expect you to actually take so you can recharge and rest.
- Company Equity - We appreciate and recognise all of our employees’ contributions, so everyone is eligible for Semble share options!
. Private Health Insurance – covering physical and mental health, as well as dental and optical!
- Hybrid & flexible work environment – work from anywhere in the UK, with also some flexibility to work across Europe. You decide how much or how little you go to the office.
- Get the tech you need - You will get the latest MacBook (unless you prefer Windows) and take your pick across a wide range of equipment to set up your home office ergonomically.
- Work alongside an inspiring team – our two founders have started Semble after a successful startup exit, and your future colleagues are all knowledgeable and innovators in their field.
- Fantastic office space in Central London, right outside Liverpool Street - with a roof terrace, squash courts, weekly animations, loads of natural light, and cute doggies!
- The usual free bits coming with nice offices (coffee, tea, fruits, weekly happy hours and breakfast, yoga classes...).
We welcome applications from people of all backgrounds and all walks of life, including any typically underrepresented groups in the technology industry. We also encourage applications from disabled and neurodiverse candidates, so if there are any adjustments we can make to support you throughout the recruitment process, please do let us know.
