Customer Support

Job details
Here’s how the job details align with your profile.
Pay

From £27,000 a year
Job type

Permanent
Shift and schedule

Monday to Friday
 
Location
The Old Dairy, Bath BA2 3LR
 
Benefits
Pulled from the full job description
Annual leave
Company pension
Private medical insurance
 
Full job description
About The Role
Do you have great customer service skills? Are you looking for a role in which you can grow and develop yourself?

We are looking for a new team member to join our Customer Support Team. The team is responsible for looking after Mayden’s new and existing customer accounts, including many NHS mental health services. You’ll assist clinicians and other users with troubleshooting, diagnosing and resolving issues within our patient management system, iaptus, which is used by more than 200 mental health services in the UK, Australia and Canada; https://iaptus.co.uk/


About the Customer Support Role

You will:

provide excellent technical support for our iaptus users; full training will be provided
coordinate with other teams to troubleshoot, investigate and resolve user queries, and contribute to the development of our software products
build strong relationships with customers via telephone, email, online meetings and in person visits
attend conferences, working with other teams such as Marketing, to promote iaptus.
develop and maintain a clear understanding of customer needs and requirements, advising how our services and products can address their needs.
Customer Support - Skills and Experience:

outstanding customer service experience
able to deliver customer support remotely and in person
great communication and collaboration skills
good general IT competency and confidence - whilst this role involves supporting our customers with our iaptus system, you do not need expert technical knowledge to apply; full training will be provided.
Customer Support - About You:

you are friendly and confident, with the ability to multi-task and excel in organising and prioritising your workload
you enjoy problem-solving with a keen eye for detail
you are happy to both work independently and as part of a team
you value variety in your role, are resilient and open-minded to an evolving role in a growing business.
Benefits

We offer a phenomenal working environment, exciting opportunities to learn new skills, and an excellent package of benefits including:

personal training and conference budget
onsite gym
life assurance
private health insurance
Pension (enhanced after successful completion of probation)
Parking, including EV charging points
25 days annual leave plus bank holidays (with the option to buy or sell annual leave after probation is completed)
Hours and Location

The position is for a permanent member of our team, full time, 37.5 hours, Monday to Friday.

Collaboration is one of our four company values - we work best together. We believe there is significant benefit from working face to face when doing so. At the same time, some work may be carried out just as effectively alone and away from the office. We have therefore created a flexible ‘place of work’ policy that asks everyone to be where the work of the day is best completed and overall spend enough time in the office with others to maintain relationships and communication.

This means there are no fixed days, or number of days, when you should be in the office or can work at home. In any given week you may need to work from the office everyday or no days! It all depends on the work being done and you are expected to be flexible. Many people find this approach means they work in the office 3 or more days a week but this varies according to role and the work they have to do.

Our Place of Work policy is available on request.

The role involves occasional travel throughout the UK.

You must be eligible to live and work in the UK. This role is not eligible for sponsorship by Mayden for a skilled worker visa. We are therefore unable to accept applications from individuals who would require an employer to sponsor them for a work permit.

How to apply

Please upload your CV and a covering letter describing your interest in the role and sharing a little about what you would bring to the team and to Mayden. We look forward to hearing from you!

Please note that successful applicants will be asked to complete a basic DBS check as part of their onboarding process. These checks are processed by the Disclosure and Barring Service (DBS) and will be paid for by Mayden. The need for DBS screening follows requirements from our customers and NHS England.

We will review applications as they arrive and this role will therefore close upon receipt of applications reaching our limit or making a successful offer to a candidate.

About Us
Mayden is a growing software company and we love that the work we do makes a difference in healthcare, changing what’s possible for clinicians and patients.

Mayden has a flat management structure and a coaching culture, with team members working together and supporting one another to make things happen.

Accessibility best practices and standards are important to us and our customers, you don’t have to have experience in all of these, just a willingness to learn.