Customer Care Executive (f/m/d)

Customer Care Executive (f/m/d)

locationLondon, UK
remotePartly remote
PublishedPublished: 28.9.2022
Customer service
Full time
Mid-senior level

About us

Patchwork is an award-winning digital healthcare solution that was built by doctors, for doctors.

We are revolutionising flexible working in the NHS and are helping NHS organisations save millions (and counting), by connecting them to an increasing number of flexible bank workers. We help grow their staff banks, remove reliance and spending on locum agencies, and aim to improve the general experience of flexible bank working.

The Role

The key to our future success will be to ensure that Patchwork is known for enabling our customers to achieve their goals, sustaining deep relationships and delivering great service. As someone who works directly with customers, the role holder will be responsible for advocating customer and user needs covering inbound requests and is also proactive to establish improvement projects for Patchwork’s major customers.

Salary Range: £25,000-30,000

Key Responsibilities

  • Provide technical and non-technical support for end users of any queries related to our mobile app, web based platform, and the integration of our software with external systems.
  • Becoming a user and product expert and to act as the voice of the customer internally.
  • Becoming a specialist in specific Patchwork products, and supporting with the creation of user education materials.
  • Supporting the implementation of our software, including stakeholder training and providing aftercare.
  • Coordinating improvement projects for end users to improve user experience.
  • Performing BAT testing for our range of products.

    Ideal Profile

    • 1-2 years in a customer service role.
    • Excellent customer support skills, therefore must have good presentation, written and verbal communication skills.
    • Tech savvy and any previous experience in tech/start-up domain would be a bonus.
    • Highly organised individual to manage multiple streams of workload.
    • Comfortable working with data; proficient on Excel and Customer Support tools such as Intercom and Vonage.
    • Experience in NHS / Healthcare is beneficial, but not essential.
    • Experience in UI/UX and building a community amongst user bases.


        • Support remote/flexible working environments
        • Dog friendly office 
        • Cycle and Tech loan scheme
        • EMI Shares Options
        • Access to Perkbox
        • Salary advances with our financial wellbeing partner, Wagestream
        • Free therapy, counselling and other wellbeing services through our Employee Assistance Programme: Health Assured
        • Trained Mental Health First Aiders in the business
        • Weekly Lunch & Learn
        • Monthly Culture Club: Diversity talks, cooking workshops, book clubs
        • Assigned Learning & Development budget per employee


          We receive a lot of applications and as a small team we are unable to give individual feedback on each application. If you have not heard from us within a week, unfortunately you have not been selected for an interview

          Patchwork provides equal employment opportunities (EEO) to all employees and applicants. All employment decisions (including recruitment, hiring, promotion, compensation, transfer, training, discipline and termination) are based on the applicant’s or employee’s qualifications as they relate to the requirements of the position under consideration. These decisions are made without regard to age, sex, sexual orientation, gender identity, genetic characteristics, race, colour, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognised protected basis prohibited by applicable law.

          Customer Support
          Patchwork HQ
          Remote status
          Hybrid Remote
          Yearly salary
          £25,000 - £30,000

          Years of experience

          • Mid-senior level