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About the role
Key responsibilities & impact- 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.
Requirements
What you’ll need- Experience working in a medical workforce or e-rostering function within a hospital environment - you understand how NHS rota management and e-rostering works.
- A strong track record in a customer support, client services, operations or administrative role.
- Excellent communication skills - you're clear, calm and confident when dealing with complex or sensitive client issues.
- Highly organised with strong attention to detail and the ability to manage multiple open issues simultaneously without dropping the ball.
- Comfortable working with support tools such as Zendesk, and able to quickly learn new systems.
- A proactive mindset - you spot patterns, flag issues early and look for ways to improve processes rather than waiting to be told.
- A genuine passion for the NHS and improving the lives of healthcare professionals.
Benefits
Comp & perks- Home office set up - £200 stipend towards home office equipment to support remote working.
- 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.
- Cycle to Work Scheme.
- Charity Day - the opportunity to make a positive impact in our community.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Client SupportIssue TriageData LoggingReportingProcess Improvement
Soft Skills
Excellent CommunicationOrganizational SkillsEmpathyCalm Under PressureAttention to Detail