User Support Service Manager (Maternity Cover)

USER SUPPORT SERVICE MANAGER (MATERNITY COVER) ACCURX IS SOLVING HEALTHCARE PRODUCTIVITY FOR THE NHS For decades, the NHS has struggled with fragmented systems that make simple tasks feel impossible. At Accurx, we're changing that by building a single, system-wide platform that helps every patient get gold-standard, efficient, and joined-up care. What started as a way for GPs to text a patient has now evolved into an all-in-one digital toolkit used by 98% of GP practices and 68% (and growing!) of NHS Trusts. Our platform now powers Total Triage https://www.accurx.com/primary-care to manage patient demand, and Self-Book https://www.accurx.com/booking that lets patients schedule their own appointments in seconds. We've automated routine care with Patient Questionnaires https://www.accurx.com/questionnaires for long-term conditions, while Accumail https://www.accurx.com/accumail finally allows staff-to-staff communication to happen instantly across different care settings. We're now pushing the boundaries of the consultation itself with Accurx Scribe https://www.accurx.com/scribe, our AI-powered note-taker that drafts medical notes in real-time. We're not just shipping features. We're giving clinicians their time back and ensuring every patient journey is as smooth as it should be. WHAT IMPACT WILL OUR USER SUPPORT SERVICE MANAGER HAVE TO DO WITH IT? As the User Support Service Manager, you will directly shape the quality and consistency of our user experience. Your mission is to elevate our support function to a world-class standard, ensuring Accurx stands out as a market leader during competitive tender processes. Key Responsibilities & Projects We need a leader who can move at pace to drive high-impact initiatives, including: - Boosting CSAT: Implementing strategies to quickly transform customer satisfaction. - Optimising Workflows: Automating responses and processes to drastically reduce first-response and incident response. - Team Development: Raising performance standards and coaching the team to excellence. WHAT YOU’LL MANAGE DAY TO DAY - People Leadership: Line manage a team of Support Specialists and Seniors. You'll own 1:1s, performance reviews, career development, and hiring/probation decisions, creating an environment where your team can excel. - Daily Operations, Scheduling & Weekend Cover: Lead daily standups, manage the team rota, oversee shift scheduling, and handle leave requests to ensure seamless coverage. This role includes participating in weekend cover to support our 7-day operations. - Onboarding & Training: Own the end-to-end onboarding journey for new hires, delivering and assessing training modules to set a world-class standard from day one. - Quality Assurance & Coaching: Run regular QA reviews and ticket scoring to uncover coaching opportunities and boost CSAT. You'll also scale our QA framework by introducing modern metrics like Intercom CX scores. - AI & Automation: Integrate smart tooling and AI into daily workflows to drive team efficiency, quality, and an elevated support experience. - Incident & Complaint Management: Act as the first commander on operational incidents, coordinating proactive user updates, and manage the end-to-end complaint process to turn negative feedback into actionable insights. - Tech Stack Mastery: Work daily across Intercom (for queue monitoring, routing, and QA), scheduling tools, reporting dashboards, and internal people systems for performance tracking. WHAT MAKES YOU A GREAT FIT We need someone who delivers impact fast. - Immediate Momentum: You integrate quickly, build trust effortlessly, and master our tools without hand-holding. You’re energetic, visible, and ready to lead from day one. - The 12-Month Playbook: You’ve successfully transformed KPIs and overhauled service management in a similar SaaS or startup environment before. - Tech-Forward Operations: You’re an automation and AI wizard who knows how to scale efficiency quickly. - Calm Under Pressure: You deliver