Customer Care Executive
Apr 30, 2025
About Us
Since 2016, Patchwork Health has been on a mission to make truly flexible and sustainable working a reality for all healthcare staff. Their fully integrated workforce management solution helps optimise outcomes for organisations, managers, staff and patients alike. Built by a team of dedicated healthcare veterans, and co-created with the NHS, their technology and services have been embraced by over 100 healthcare sites to date.
Patchwork offers a range of different solutions, including temporary staff banks, which enable organisations to source temporary staff from their own pool of approved workers; collaborative staff banks , which help healthcare organisations team up with others in the same region to widen and share their temporary staffing pools; an innovative new rostering solution which enables more flexible, sustainable staffing for permanent healthcare staff; and an Agency Manager which makes it easier for managers to select appropriate temporary staff from external agencies when necessary. Patchwork Insights also provides managers with comprehensive data oversight, to monitor staffing trends, shift fill rates and pay rate escalations, and reliably plan ahead to prevent staffing gaps.
Patchwork Health has been recognised as HSJ s 2022 Staffing Solution of the Year, and have recently received the prestigious HSJ Partnership Award and the Spectator s Economic Innovator of the Year Award.
The Role
The key to our future success is to ensure Patchwork is known for enabling our customers to achieve their goals, sustaining deep relationships, and delivering a great service. Our Customer Care Team strives to deliver satisfaction for our customers and clients, no matter what their needs are.
We are looking for someone who will advocate for client and user needs, look after inbound requests, and who will be proactive in establishing improvement projects for our clients and users.
Key Responsibilities
Providing technical and non-technical support for end users for various queries relating to Patchwork s products and the integration of our software with external systems.
Supporting the implementation of Patchwork products, including carrying out stakeholder training and providing aftercare in line with Customer Care responsibilities and expectations; this includes performing Business Acceptance Testing for Patchwork s products.
Attending regular face-to-face support meetings with clients on-site during the implementation and onboarding process in collaboration with the wider Client Operations teams (Implementation), and other client-facing teams across the wider business.
Being a user, product expert and specialist on products and integrations supported by the Customer Care Team.
Using product knowledge and client and user insights to support the creation of user education materials in collaboration with the Customer Care Team.
Being an external stakeholder representative internally as the voice of the client and end user.
Coordinating in collaboration with the Customer Care Team improvement projects for end users to improve user experience across Patchwork s products.
Being on site with clients as and when required.
Assisting with ad hoc manual work from time to time e.g. tasks for the RPA / API.
Requirements
Essential
Demonstrable experience in a customer service and support role.
Aptitude to learn and grow in a fast-paced and autonomous startup environment.
Customer support skills including but not limited to good presentation written, listening and verbal communication skills
Accurate reporting abilities.
Highly organised with the ability to manage multiple streams of workload and activities.
Comfortable working with data; proficient in Excel and typical customer support tools such as HubSpot and Vonage.
Experience in UI/UX and building a community amongst user bases.
Eagerness to work with multiple people and be a self-starter.
Prideful in attention to detail.
Tech savvy and adaptable to new technologies and systems.
Ability and passion to work in a fast-paced scale-up team environment, embracing its challenges and opportunities.
Nice to Have
Experience in a tech start-up/scale-up.
Experience or knowledge of the NHS, healthcare, or healthtech industry.
Experience or knowledge of workforce applications.
Experience with SaaS products.
Qualification(s) in a related field such as Business, Communications, or Customer Relations.
Benefits, Perks & Remuneration
Salary Range: 25,000 - 27,000
- Hybrid and flexible workplace
- Cycle Scheme
- Tech Loan Scheme
- EMI Share Options
- Perkbox + Perkbox Medical
- Coaching via More Happi
- Employee Assistance Programme (Health Assured)
- Personal Learning & Development Budget
- Flexible income options via Wagestream
- Dog friendly London Hub
- Vibrant and fun London Hub with unlimited refreshments & games
- Access to co-working spaces across the UK
The Small Print
We are unable to provide individual feedback on each application. If you have not heard from us within two weeks, you have not been selected for an interview. We pledge to always provide feedback to applicants who interview with us.
Patchwork is an inclusive employer, and is committed to not only meeting legal requirements and standards, but our own diversity, equality, and inclusivity policies and pledges throughout all stages of the employee lifecycle. For more information on our pledges and policies, please refer to our website or reach out to Patchwork's Talent Team.
