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Head of Customer Support

2 weeks ago

London, Greater London, United Kingdom Accurx Full time £60,000 - £80,000 per year

Healthcare systems are struggling; our solution is communication.
We have a bold vision: everyone involved in a patient's care - including the patient - should be able to communicate easily with each other. We believe every NHS staff member should use our software to make that happen. We want to make healthcare genuinely better.

We are solving one of the biggest challenges of our generation, and to do this, we need the best talent possible to help us raise the bar… this is where you come in.

Our products are used daily (and you will have most certainly received a message from us) by over 98% of GP practices and half of NHS hospitals, impacting millions of lives. As a Head of Customer 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 for our NHS customers.

You will be responsible for defining the strategic vision for the Customer Support team, ensuring we can deliver effectively against our company's objectives and customer 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 NHS users and drive company-wide improvements.

The Unique Challenges You'll Solve
This isn't just about handling support tickets or resolving
user/customer
queries. You'll be:

  • Balancing strategic vision with hands-on support: You will define the long-term strategy for the Customer Support team while being prepared to step in during high-impact moments, like major incidents and complex escalations affecting our NHS clients.
  • Driving company-wide improvements from customer insights: You will not only manage a support team but also champion the voice of our NHS customers, 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 NHS 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 our customers 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 customer base.

What We're Looking For
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.
  • Customer advocacy: Passion for championing the voice of the NHS user/customer and instilling a customer-centric culture across the entire company.

Our Principles in Action

  • Fix healthcare communication: Healthcare systems are struggling; our solution is communication - all of our efforts are centred here.
  • Raise the bar: We have built an exceptional team to solve hard challenges. We hire for expertise and new ideas, maintaining high standards, giving honest feedback, and only delivering work we're proud of.
  • Be a driver, not a passenger: We make things happen, focus on the right problems, and bring the energy to deliver ambitious goals.
  • Succeed together: We succeed only as a team. Our mission is too important for anything less, so company success always comes first.
  • Move with urgency: We're on a mission, and every day lost is a missed opportunity to improve lives. We work at pace and focus on our mission, our users, and our impact.
  • Be relentlessly resourceful:.We embrace constraints as they force us to think differently, be creative, and focus.
  • Embrace challenge:.We value constructive conflict over harmony, having tough conversations for the best outcome.

Additional Info:
As we work to support the NHS, our team is online to help our users throughout the weekend, evenings and bank holidays.

Our standard weekday online hours are 8am - 8pm and the team work staggered shifts. We do not expect the Head of User Support to be doing these shifts on a regular basis, but you may need to roll up your sleeves and take on a shift depending on team resourcing. You will get time back in lieu for any hours worked outside of standard working hours.

How You Work...
At Accurx we believe in making every day count as we hold a vital role in supporting our users by driving innovative solutions to fix healthcare communication. We want everyone at Accurx to reflect our principles in how they work by looking to:

Fix healthcare communication

Raise the bar

Be a driver, not a passenger

Succeed together

Move with urgency

Be relentlessly resourceful

Embrace challenge

  • Check them out for more detail here

What We Can Offer...
£60,000 - £80,000 salary + the value of £50,750 share options

Access to Happl - a flexible benefits provider with a given budget of £600 to spend on perks of your choice. Options include private health insurance, wellness providers and more.

We are office first, all accuFolk come to our office in Shoreditch at least 3 days per week, with the option to work remotely 2 days a week. Read more about our policy here.

Allocated annual learning & development budget

Enhanced parental leave policy

Prayer, meditation and breastfeeding room

Working abroad policy

We have our very own Chef Free healthy breakfasts, snacks and lunches will be provided, with the occasional sweet treat

  • And much more.

Like the sound of this role and want to know more about the company? Here's more about us...
We're a fast-growing healthcare technology company which makes it easier for patients and healthcare teams to communicate.

Accurx is where conversations happen with and about patients. Our software helps doctors, nurses, pharmacists, administrators and other professionals to seamlessly connect with both patients and each other.

Our mission is simple: everything we do is to make patients healthier and healthcare staff happier. Today, Accurx is used in 98% of GP practices nationwide and every day more healthcare professionals are using our software in hospitals, pharmacies, care homes and the community.

We're passionate about staying close to our users, which is why everyone at Accurx visits a GP practice at least twice a quarter to understand how a practice runs, the difficulties they face with technologies and how we can help.

Head over to our main careers page to find out more about the team and our candidate hub.

You can also find out more about us on Medium, LinkedIn and Twitter & Instagram.

Our YouTube channel is full of demos of our product, webinars we have held with our users and some clips about life at Accurx.

Diversity & Inclusion
Accurx is committed to being an inclusive employer. As part of this, we're glad to accommodate candidates who need adjustments throughout the interview process.

Pre-employment Screening
All successful candidates are asked to complete a
Basic DBS
check along with other pre-employment checks (referencing & right to work). You can find more on our process here. If you'd like to ask questions before you apply please email