Job Description

We are looking for a customer support officer to join our team to support the delivery of our products to help healthcare teams improve the lives of thousands of patients weekly.

Salary: 26k

Who we are

Ultramed is an award-winning, B-Corp certified company serving patients and healthcare providers in the UK and abroad. We won a King's Award for Enterprise: Innovation in 2023. We are backed by the NHS Innovation Accelerator and are recognised by the UK Department of International Trade as one of the UK's top 100 digital health companies. We have a smart, dynamic and diverse team working together to improve healthcare.

Our Mission

At Ultramed we're on a mission to empower patients through technology and freeing healthcare teams to do what matters: caring for their patients. We believe software has the potential to change the way we deliver healthcare and help us live happier, healthier lives. We work hard every day to move the needle and deliver on that promise.

Our Values

Integrity

: Upholding honesty, transparency, and reliability in all interactions and operations, fostering trust among team members, customers, and patients.

Proactivity

: Taking initiative to anticipate needs, solve problems, and drive continuous improvement, while remaining flexible and adaptable in the face of change and challenges.

Collaboration

: Embracing teamwork and cooperation, valuing diverse perspectives, and working together to achieve common goals and solve complex problems.

Patient advocacy

: Prioritising patient safety and well-being in all endeavours, and striving for excellence in delivering high-quality solutions.

What we do

Ultramed's platform allows patients to securely share their personal health information with their healthcare teams. With Ultramed, healthcare teams can request information from a patient to help plan upcoming operations or procedures. Our platform reduces the number of unnecessary appointments for patients, improves patient safety and increases efficiency for healthcare providers.

What you'll do

Undertake day-to-day communication with end account users to resolve and troubleshoot any issues, predominantly providing support to patients over the phone, email and via LiveChat Adapt communication to suit the differing needs of our customers Contribute to weekly support team meetings Attend staff meetings and maintain positive and proactive relationships with staff, stakeholders and customers Embrace the collaborative approach within the Ultramed team to achieve our collective objectives

Requirements

Essential:

Educated to A level or equivalent experience Excellent IT skills and willingness to learn new programs Excellent written and verbal communication skills with internal and external partners, particularly on the phone and via email Ability to work across different support channels Ability to prioritise own workload in line with the work priorities of the team Flexible approach to tasks required of the role including willingness to undertake further training and development as required and as the company expands Ability to use initiative to problem solve Able to work autonomously and as part of a team Confident and articulate in presenting information, material and personal views To represent the company in a highly professional way Commitment to our equality, diversity and inclusion policies You are resident for tax purposes in the United Kingdom

Desirable:

Work experience in the healthcare sector Work experience in customer facing roles Experience working with Zendesk or a similar platform

Benefits

Company Benefits

Fully remote and flexible working

Work from wherever you work best with control over your work hours

9-day working fortnight

Alternating Fridays off with no reduction in salary or Annual Leave. Average of 36 hours per week

Working From Home allowance

Tax-free monthly allowance to cover additional costs

Pension Match and Salary Exchange

We will match your contributions above the statutory requirements up to a total contribution of 14% (6% employer, 8% employee split).

Profit-Sharing

We set aside a proportion of our annual profits and distribute it equally amongst our team

Share Incentive Plan

Tax-free shares are issued regularly so it builds up your shareholding and longer-term value for you

Loyalty Annual Leave Bonus Scheme

Starting with 24 days of Annual Leave, including 1 day to take on your birthday, we award additional days for continuous employment with Ultramed

Annual Leave Purchasing Scheme

Employees can purchase up to 5 additional days of Annual Leave every year

Top-notch equipment

We will provide a new MacBook and other required peripherals as needed

Home office stipend

You can request purchases to help equip your home office

Education budget

You can request additional educational activities including courses, books, conferences and webinars

Contribution toward co-working space

We will contribute towards a co-working space on a case-by-case basis if you are unable to work well at home

Flexibility for parents and carers

We will work with you to structure work around your family, not the other way around

HealthShield cash back plan

Claim back money used for health and wellness appointments and access to perks including 24/7 GP, counselling services, and subsidised gym memberships.
Job role specific and being available for scheduled meetings within core hours of 10:00 - 16:00

Equity, Diversity and inclusion (EDI)

Ultramed is committed to fostering an equitable, diverse and inclusive workplace. One of our core values is integrity. That's why we know that continuing to work on our approach to equity, diversity and inclusion helps make us an outstanding remote employer.


We are a small but growing team so it's important for us to make sure that we are representative of the patients and clinicians we help every day, as well as showing our employees that they matter. We use EDI approaches to recruitment, hold whole team learning sessions on a variety of topics including inclusive language at work, and regularly review our benefits package to make sure it suits the differing and changing needs of our team.


We know that equity, diversity and inclusion is not a box-ticking exercise. We are fully committed to the ongoing work needed to review and improve our current processes, and are eager to keep learning and finding new ways to make Ultramed a truly inclusive workplace.