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 cocreated 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 HSJs 2022 Staffing Solution of the Year and have recently received the prestigious HSJ Partnership Award and the Spectators Economic Innovator of the Year Award.

The Role

Patchwork is looking for a new Customer Care Manager toeffectively support the Client Operations Team in contributing to the continued growth and success of Patchworks Customer Care Team. It is essential that you cansee the big picture with the desire to make improvements and improve the experience of our users.

You will also require excellent leadership capable of managing our contact points with customers whilst being able to share knowledge and interact well with the wider Client Operations Team on a daily basis ensuring successful outcomes within Customer Care.

Key Responsibilities

• This role may be a leadership position meaning the role holder may have direct reports from the outset or at some point during the course of the role. If the role holder does have direct reports they are responsible for the development nurturing and output of their team and are expected to uphold Patchworks standards of excellence. This includes line leadership responsibilities such as but not limited to those detailed in our Line Leader Hub.

• Helping to standardise performance metrics across Customer Care and extracting data from performance indicators based on latest industry news and standards.
  

• Creating and analysing meaningful reports to ensure effective resource planning to maximise productivity and cost efficiency.

• Working independently and as a team to maintain high CSAT and NPS results.

• Acting as a senior point of contact on support for key customers and key stakeholders as well as being a point of escalation for junior team members to resolve issues.

• Taking ownership of customer escalations and following through complex problems to resolutions.

• Supporting and enabling the Client Operations Team by ensuring the highest standards of customer care in all areas and helping to maintain effective team dynamics within the Customer Care Team and the wider Patchwork team.

• Creating embedding and leading effective team procedures policies and standards.

• Contributing to the maintenance of supporting documentation including our internal knowledge base and customer facing FAQs.

• Providing comprehensive demos of Patchworks products and whilst so doing fully understanding system configurations.

• Providing occasional onsite support to our NHS partners this could be nationwide (UK).

• Developing and improving the team and contact channels as Patchwork continues to grow and expand.
  

Requirements

Essential

• Demonstrable customer contact centre management experience including resource planning identification and contact volume forecasting.

• Leadership and people management experience.

• Strong background in resolving complaint escalations.

• Excellent communication skills and proven background of working with internal and external stakeholders on a daily basis.

• Capability to undertake quality monitoring and KPI management.

• Credible history of creating standard operating procedures (SOPs) and supporting documentation.

• Experience supporting recruitment needs such as interviewing.

• Eagerness to work with multiple people and be a selfstarter.

• Prideful in attention to detail.

• Tech savvy and adaptable to new technologies and systems with a good understanding of good data hygiene; and familiarity with CRM systems.

• Ability and passion to work in a fastpaced scaleup team environment embracing its challenges and opportunities.

Nice to Have

• Experience with Intercom Hubspot or Vonage.

• Experience in a tech startup/scaleup.

• Experience or knowledge of the NHS healthcare or healthtech industry.

• Experience or knowledge of workforce applications.

• Experience with SaaS products.

Benefits Perks & Remuneration

Salary Range:

• 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
• Dogfriendly London Hub
• Vibrant and fun London Hubwith unlimited refreshments & games
• Access to coworking 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 iscommitted to not only meeting legal requirements and standards but our owndiversity 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 Patchworks Talent Team.