Lantum

Associate

• Act as the dedicated first-line support contact for all Secondary Care clients, triaging and responding to queries across In-Genius, In-Flight and DRS.
• Receive, log and track all support requests, ensuring every client receives a timely, accurate and empathetic response within agreed SLAs.
• Route issues to the right internal team - whether that's Delivery, Rota Ops, Finance or Product and Engineering - and maintain visibility of progress until resolution.
• Identify recurring support themes and report them to Secondary Care leadership and the product team on a regular basis, creating a structured feedback loop that drives continuous improvement.
• Develop a deep understanding of the Secondary Care product suite to efficiently diagnose client issues and reduce escalation where possible.
• Maintain accurate records of all support interactions using Zendesk and other support tools. Create reports to share with senior management for insights into frequent issues.
• Work closely with the Secondary Care delivery and operations teams to ensure client issues don't disrupt rota delivery timelines.
• Support the development and maintenance of client-facing support materials and knowledge base content.

E-Rostering Support Associate