Job Description

Service Support Executive

About the Company

Founded in 2017, Medi2data powers access to consented and curated medical data through cutting-edge technology and specialist services. We streamline and digitise the secure exchange of medical information, supporting GP practices, instructing parties, and patients. By addressing challenges on both the demand (Client Services) and supply (Primary Care Services) sides of the ecosystem, we enable faster, more efficient, and compliant medical data transactions. We are transforming how medical data is accessed and managed in the digital age.

This role is part of our Primary Care Services division, which supports GP practices in streamlining the production of electronic and GDPR-compliant medical reports. We achieve this through two key solutions: eMR, our SaaS platform that enables GP practices to efficiently generate and manage medical reports in-house, and eMR+, our fully managed outsourced medical reporting service, where we handle the entire process on behalf of practices. Both solutions are designed to improve accuracy, security, and efficiency in medical reporting.

We take pride in delivering market-leading solutions, and as an NHS-accredited supplier we uphold the highest standards of clinical governance and data security, giving GP practices confidence in the security and integrity of their medical data. Our technology-driven approach simplifies medical reporting, allowing practices to focus on patient care while ensuring seamless and compliant data transactions.

The Role

Reports To

: Service Support Lead

Banding:

Band 1

Location & Term

: Cardiff; Full-time (Monday - Friday); On-site

Job Overview:

The Service Support Executive is responsible for delivering high-quality customer support by acting as the main point of contact for customers, managing queries, and ensuring a positive customer experience. This role focuses on handling day-to-day support, escalations, and customer engagement, while referring technical setups and complex connection issues to the Technical Support team. The Service Support Executive works closely with the Operations, Technical Support, and Customer Success teams to ensure seamless issue resolution, compliance with industry standards, and continuous improvement across support processes.

Key Responsibilities:

1. Customer Support & Communication

Act as the primary point of contact for customers, including practice staff, patients and third parties. Take ownership of each ticket from start to finish, ensuring continuity and accountability throughout the resolution process. Ensure all incoming calls are answered promptly and professionally. Respond to all customer queries and chasers in a timely, clear, and customer-focused manner, ensuring positive customer experiences. Handle customer escalations effectively, taking ownership until resolution or appropriate handover to senior management. Ensure all communication with customers (calls, emails, and updates) are logged accurately and comprehensively to maintain continuity of service.

2. Cross-Departmental Support

Collaborate regularly with Operations, Technical Support, and other departments to strengthen service delivery and ensure consistent communication with customers. Gain proficiency in selected tasks across both the Operations Team and Customer Success Team to provide additional support when required.

3. Continuous Improvement

Identify potential efficiencies, recurring issues, and process improvements within the department. Clearly communicate and propose these improvements to the line manager.

4. Compliance & Risk Management

Ensure all support activities comply with relevant regulations, standards, and industry best practices. Maintain accurate, complete logs of all customer interactions and resolutions to support compliance and audit requirements.
Job Types: Full-time, Permanent

Pay: 24,500.00-26,000.00 per year

Work Location: In person