HealthNet Homecare (UK) Ltd
Digital Support Officer
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HealthNet Homecare
HealthNet Homecare is a leading provider of homecare services, supporting patients to receive treatment and care in the comfort of their own homes. From medication deliveries to specialist clinical nursing support, including injection training and the administration of IV and infusion therapies, we are dedicated to making healthcare more accessible and convenient for those who need it most.
Supporting over 240,000 patients across a wide range of therapy areas, our experienced and compassionate teams work with individuals living with both rare and more common conditions. Our mission is to make patients' lives easier by removing the stress of managing treatment and providing reassurance that they are receiving safe, high-quality care every step of the way.
We are currently looking for a Digital Support Officer.
If you are passionate about making a real difference and are looking for a role with purpose, where your work has a positive impact on patients' everyday lives, we would love to hear from you.
Main Responsibilities
As a Digital Support Officer, you will be the first point of contact for users experiencing issues with our digital products. You will triage, troubleshoot, and resolve queries from clinicians, patients, and internal teams, escalating more complex issues to the Digital Product team and Software Development partner where needed. This is a fantastic opportunity for an organised, tech-savvy individual looking to build a career in digital product.
First Line Support
- Triage & Resolve: Act as the first point of contact for incoming queries relating to our digital products, diagnosing and resolving issues wherever possible.
- Ticket Logging: Accurately log support queries and bugs in Jira, ensuring tickets contain enough detail for the development team to act on.
- Escalation: Identify when an issue needs to be escalated to the Digital Product Manager or Software Development partner, and ensure a clear handover.
- Status Updates: Keep users informed of progress on their queries, providing clear, jargon-free updates.
- SLA Adherence: Provide a first response to all queries within four working hours, and aim for full resolution within one working day where the issue does not require development input.
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Testing & Quality Support
- UAT Support: Conduct User Acceptance Testing (UAT) on new features and bug fixes ahead of release, reporting any issues found.
- Release Checks: Carry out basic checks following releases to confirm fixes have resolved the original issue.
User Insight & Documentation
- Feedback Capture: Monitor and log user feedback from support queries, app store reviews, and surveys to help identify recurring pain points.
- Knowledge Base Management: Maintain internal support documentation, FAQs, and user guides, keeping them up to date as features change.
- Release Notes: Help draft clear, concise release notes to inform customer service, marketing, and sales teams of new features and fixes.
Coordination
- Meeting Support: Prepare progress updates and circulate clear action points following sprint and support review meetings.
- Cross-Functional Liaison: Act as a point of contact for routine queries regarding product functionality from other departments.
What experience and skills are we looking for?
Essential
- Experience: 1-2 years of experience in a digital, tech, or customer/IT support environment (or a strong portfolio of relevant academic/personal projects, or experience gained in a Clinical Homecare team).
- Communication: Exceptional written and verbal communication skills, with the ability to explain technical concepts simply to non-technical users.
- Organisation: Strong organisational and time-management skills, with a proven ability to prioritise tasks in a fast-paced environment.
- Problem-Solving: A naturally curious, analytical mindset with great attention to detail and a methodical approach to troubleshooting.
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Desirable
- Familiarity with Agile or Scrum methodologies.
- Experience using helpdesk or project management tools like Jira, Zendesk, Trello, Asana, or Azure DevOps.
- An interest in or basic knowledge of User Experience (UX) principles.
What We Offer
- Competitive salary structure
- 25 days holiday + bank holiday
- Pension Scheme
- Ongoing training and development
- Professional registration fees paid
- Employee Assistant Programme including 24/7 hour access to remote GP appointments.
- Refer a friend scheme
- Uniform provided
- Kit bags for all Homecare Nurses
- Eyecare Vouchers
- Perks and benefits via Perkbox
- Long service awards.
If the role sounds of interest, and you want to be a part of a company who truly places our patients at the heart of everything we do, please feel free to apply through our careers page and join us in making a difference.
Please note: Due to a high volume of applications, we usually receive, we are unable to contact each applicant individually regarding the status of their application. If you are selected for an interview, we will shortly be in touch.
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