Customer Support Associate

The NHS workforce is broken. Clinician burnout is at an all-time high. The UK's temporary staffing bill has hit £8 billion. Industrial action among healthcare workers is at a historic scale. The way healthcare organisations manage and schedule their workforce is failing.

We built Lantum because we want to change that. Our Connected Scheduling™ platform uses AI to cut through the complexity of healthcare workforce planning, giving clinicians more control over how and when they work, and giving organisations the tools to staff more efficiently. Over 50% of UK GP practices and 30% of UK Trusts already rely on us. We've saved the NHS millions and helped thousands of clinicians improve their work-lives.

We're rebuilding how this industry operates and we're looking for people who want to be part of that.

About the role

Customer Support is at the heart of everything we do at Lantum. We aim to deliver a first-class experience to every user, ensuring queries are resolved quickly, empathetically, and effectively across live chat, email, and phone.

Our ideal Customer Support Associate is organised, calm under pressure, and an expert prioritiser. But more than that, they care deeply about our users and go the extra mile to make them feel supported and valued.

Alongside delivering exceptional Customer Support, you'll also play an important role in our Clinical Governance processes, helping to ensure clinicians and non-clinical staff are onboarded efficiently and in line with regulatory requirements. Your work will directly contribute to maintaining compliance, enabling timely approvals, and supporting a seamless experience for our users.

If you’re passionate about helping others, enjoy building relationships, and want to make a real impact, this could be the perfect role for you.

Responsibilities

• Responding to customer queries via live chat, email, and phone
• Accurately logging and categorising customer information in Zendesk
• Building a deep understanding of the Lantum platform and product suite
• Diagnosing software issues and escalating through the right channels using established processes
• Identifying patterns in queries and feeding insights back to other customer facing teams
• Collaborating with internal teams to improve the customer experience and share user insights
• Following internal SOPs and flagging gaps or improvements
• Staying up to date with industry regulations and customer needs
• Managing clinical governance processes by reviewing and validating clinician and non-clinician documentation, completing required compliance checks (including GMC and NPL), and ensuring timely approvals

About you - We’ll be looking for

• Experience in a customer support role with strong written and verbal communication skills
• Empathetic, patient, and passionate about delivering exceptional service
• Highly organised, proactive, and able to prioritise in a fast-paced environment
• Tech-savvy and comfortable using tools like Zendesk, or keen to learn
• A collaborative team player who’s also confident working independently

Interview process

• Talent Screen: We’ll book you in for a quick introductory chat, and to answer any initial questions you might have.
• Meet your manager: We’ll book you in for a first interview with your potential future manager, so you can learn more about the role and we get a deeper understanding of your experience.
• Challenge Interview: This is the “practical” interview stage in the process which will take place with a group of stakeholders. We will provide you with a scenario or problem to solve, which enables you to bring your skills to life. This will also be an opportunity for them to ask competency questions to explore how you've previously demonstrated the Lantum Values, and also the chance for you to ask questions about life at Lantum.

• 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.

Our Work Environment

• Hybrid Working: Spend three core days a week in our collaborative WeWork office
• Vibrant Workspace: A dynamic, fun WeWork office space with amenities to support your productivity and well-being

Our values

We want every employee to live the core values of the business:

• More than me: Our goals are too big to achieve on our own, it takes diverse skills and various people to achieve greatness.
• Care a lot: Doing the right thing isn’t optional. We care a lot about our users, the NHS and each other. We hold each other to the highest standards and earn our reputation every day.
• See it thru: We’re constantly looking for excellence. We take pride in planning and execution of all types of work, and we’re not deterred by bumps in the road or adversity. When we see obstacles, we relish the challenge and keep going.
• Think around corners: We always stay ahead of the curve. All of us share a responsibility to challenge the status quo, think outside of the box, turn problems on their head and turn weaknesses into strengths.
• Bounce back & learn: Being brave, taking risks and trying new things. It’s better to take risks and learn from them and being open to changing from what you learned is what makes us successful.

Please note

We can only accept applications from those eligible to live and work in the UK. We are unable to sponsor visas for this position.

Diversity promise

We believe that a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are. Everyone is welcome - as an inclusive workplace, our employees are comfortable bringing their authentic whole selves to work. Be you. All you need is a passion and a desire to be part of our mission.