Customer Success Associate

ABOUT PERCI HEALTH

We're a fast-growing early-stage healthtech, innovating cancer care by connecting high-quality healthcare professionals with the growing population of people living with cancer. 

1 in 2 people are affected by cancer and more people are surviving. Once cancer treatment has finished, healthcare providers are not currently set up to treat the personalised needs of this growing population. Perci is a safe space to access qualified healthcare providers and ask anything, from mental health and fitness to sexual therapy and nutrition.

Our goal is to provide empathetic and highly personalised care experiences, to achieve better outcomes for millions of cancer survivors worldwide.

We want to live in a world in which people impacted by cancer have easy access to safe information, and sustained, quality supportive care, helping them in living healthier and more fulfilled lives. We are an ambitious and hardworking team who believe in putting purpose at the core of everything we do. We are building a new kind of business, seeking change makers and innovators, who are excited about creating a positive impact on the lives of millions of people.

If you’re passionate about health tech and supporting people on their cancer journey, this is the role for you!

This is a fixed term maternity cover role between mid-late August 2025 and June 2026. Depending on business needs, we may be able to offer a permanent role at the end of this contract.

OUR VALUES

We are ruthlessly compassionate.

• We are determined to do the right thing - for our team, our members, our professionals and our external environment
• We participate from a conscious and inclusive standpoint
• We balance kindness with fearlessly high expectations

We are part of the solution.

• We disrupt and question the status quo
• We are curious, critical thinkers
• We strive to simplify the complicated

We are governed by science and factual insight.

• We are a trusted source with tangible, measurable impact
• We drive meaningful change
• We believe that a quality outcome is not a quick fix so may take time

Hours: Full-time, 40 hours per week (fixed-term maternity cover)

Working pattern: Monday-Friday, shifts typically fall between 9am-5pm but depending on business needs may be extended to cover between the hours of 8am-8pm. 

Start date: Mid-end August 2025

JOB DESCRIPTION

Our Customer Success team is the first point of call for our members (our patients), whether they are living with or beyond cancer, in a caring role or just looking to make some lifestyle changes. As a member of our Customer Success team, you will play a crucial role in delivering exceptional care.

We are passionate about delivering a seamless experience for our clients and this role will be responsible for providing crucial support in the administration and management of members and professionals, ensuring smooth day to day operations.

We are seeking someone who is comfortable with doing what needs to be done, and sees the potential to have a tangible impact on member and professional user experiences ensuring they receive high-quality service and support throughout their engagement with Perci Health. 

Requirements

As a member of the Customer Success team, your main responsibilities will include, but are not limited to:

Member Management

• Be the primary point of contact for our members, offering assistance in the following areas: 
• Incoming member enquiries (email, telephone & instant message). 
• Appointment scheduling.
• Any ad hoc additional support.
• Manage payment queries.
• Act as the first point of contact for members experiencing tech issues.

• Tracking member Net Promoter Scores.
• Tracking, and responding to Trust Pilot reviews.
• Meet departmental KPIs. 
• Escalate any concerns or complaints promptly in line with our standard operating procedures.

Member Referrals

• Upload new referrals into CRM(s) as required.
• Upload medical history, referral letters etc. as required.
• Manage new referral “no-book” calls and telephone onboarding.
• Managing disengaged members.
• Update the CRM(s) as required.
• Communicate updates as required with our Cancer Nurse Specialists, Client Management team, our professional community and other members of the team as required.
• Communicate updates with referrers as required.

Professional Management

• Assist with the operational onboarding of new Perci professionals: 

• Obtaining reference and background checks when required
• Manage ongoing compliance via the professional portal. 
• Verifying professional accounts.

• Act as the first point of contact for professionals for day to day technical queries, independently resolving member issues within your technical capability, escalating to and working closely with the tech team to escalate or resolve.
• Monitor workload and priorities, ensuring that the most time-sensitive queries are prioritised and that all queries are responded to.
• Work closely with the Finance department to manage and prepare monthly professional payments, acting as a first point of contact for professional payment queries.
• Support our Head of Clinician Engagement with the ongoing management of our professional community.

Cross-functional Working

• Collaborate with other departments to ensure our members receive the highest level of support.
• Attend meetings as required.
• Work with other Perci departments on exciting cross functional projects!
• Provide weekly updates to all the team on the previous weeks’ activity.

Governance 

• Ensure complaints and incidents are recorded and escalated appropriately
• Investigate complaints and incidents, where required.
• Log all tech related bugs, managing communication lines with both our tech team and external tech support.
• Attend weekly tech meetings, to review and resolve tech related platform bugs.
• Support with the creation, and regular review of, key Customer Success documents including but not limited to; team manuals, key policies and SOPs
• Support with regular audits, as required.
• Log and escalate any data breaches, supporting the investigation of these as required. 
• Adhere to regulatory requirements, in line with the Care Quality Commission (CQC) guidelines.

Operations

• Provide ad hoc administrative support to the wider Operations team.
• Prepare and present Customer Success updates for the monthly Operations team meeting.
• Assist with the implementation and improvement of operational processes to enhance efficiency and productivity.

Requirements

Essential 

• At least 2 years’ experience in a customer facing role in healthcare.
• An empath with excellent listening and communication skills and a genuine desire to help our members. 
• A self-starter who’s able to effectively manage their own time and tasks, prioritising multiple incoming queries and adapting to changing demands.
• Someone who is innovative, actively shares ideas, is eager to learn and wants to help us improve.
• Strong attention to detail, organisational skills and the ability to follow tasks through to completion using initiative.
• Able to adhere to policies and regulations.
• Able to use different IT systems and communication tools.
• Able to travel into Central London once per month for team meetings as required.
• Eligible to work in the UK.

Desirable 

• Previous experience of working in a remote environment.
• Previous experience with Intercom, Zendesk and/or Stripe is desirable.

Benefits

• 30 days annual leave per annum.
• 3 days paid annually to volunteer at a charity or community group of your choice.
• Progressive maternity and paternity support.
• Company laptop and any additional equipment required for your role.
• Access to a dedicated Employee Assistance Programme (EAP).
• Company outings and team building days.
• Flexible, remote working plus access to Hubble hot-desking/co-working spaces.

This job post is scheduled to close on Wednesday 11th June but may close sooner if there are a higher number of applications than expected.

We really appreciate your interest in this role. While we’d love to reply to everyone, we’ll only be in touch if you’re shortlisted for the next stage.

Shortlisted candidates will be contacted on w/c 16th June to schedule interviews on the 27th or 30th of June and final stage founder interviews will be held on 2nd, 3rd and 10th July.

Please note, this position is subject to an Basic DBS Disclosure, or equivalent, which will be completed upon successful application. All applications will be managed in line with our organisational requirements. 

Perci Health is an equal opportunities employer, ensuring that all applicants are treated equally and fairly throughout our recruitment process. We are determined that no applicant experiences discrimination on the basis of sex, race, ethnicity, religion or belief, disability, age, gender identity, ancestry, sexual orientation, veteran status, marriage and civil partnership, pregnancy and maternity, or any other basis prohibited by applicable law.