Customer Experience Associate (£29K - £32K + Bonus)

Practi; London; On-site; GBP 29,000 - 32,000; Full time

Job description

Practi is building the fintech for UK healthcare. At a time when the healthcare landscape in the UK is changing rapidly, we're building solutions for both healthcare professionals and patients that increase access to healthcare for everyone.

Practi is a corporate venture, proudly part of the Simplyhealth group (a purpose-driven B Corp), which means we have all the financial stability and industry expertise of an established player, but with the agility and autonomy of a start-up.

We're passionate about solving these issues for everyone, and whilst we've started in the Dental sector, we have big plans to expand across multiple healthcare verticals. We've got a world-class leadership team onboard, led by a successful serial entrepreneur, and we're actively building out the team as we begin to scale - come join us!

We are looking for a proactive and customer-focused Customer Experience Associate to join our team at Practi. In this role, you'll be part of our customer support team, supporting dental practices and their patients navigate our platform in a space where fintech meets health tech.

This role is a unique opportunity to join a fast-growing, well-funded, and highly collaborative startup where your contributions will have a direct impact on improving customer experience, streamlining processes, and shaping how we support our users.

You'll work closely with internal teams and external partners to ensure a smooth experience for our customers. We're looking for someone who is curious, detail-oriented, and eager to learn, with strong problem-solving and communication skills.

You'll be responsible for:

• Responding to and resolving customer inquiries efficiently for dental practices and their patients.
• Handling customer complaints professionally and accurately, working with our compliance team to ensure we meet regulatory standards.
• Supporting new customers during onboarding, ensuring they have a seamless experience.
• Identifying areas for process improvements and sharing insights to enhance workflows and customer support.
• Collaborating with customer success, product, and engineering teams to keep everyone aligned on customer needs and issues.

Requirements
You should have:

• The right to work in the UK.
• The ability to work from our Southwark office at least 3 days a week.
• Experience in a customer-facing role, such as customer service, support, or operations is a plus but not required.
• Excellent written and verbal communication skills—comfortable explaining complex topics to both businesses and individual customers.
• Tech-savviness and the ability to quickly pick up new tools. Experience with Intercom is a plus but not required.
• A proactive mindset and eagerness to solve problems, with a bias toward action and creative thinking.
• A detail-oriented and highly organized approach, with the ability to work in a fast-paced environment.
• Enthusiasm and excitement to grow within a startup environment, learning from experienced team members.

Benefits
Salary: £29k-£32k p.a. (Dependent on experience)

Other Benefits:

• 5% Annual Bonus (Discretionary)
• 10% Pension
• £600 Annual Learning & Wellbeing Budget
• Medical Cashplan Provision
• 4x Life Insurance
• 28 Days Holiday (36 days inc. Bank Holidays)

Working Pattern: 3 days a week in the office
Location: Southwark, London
The importance we place on Equity, Diversity & Inclusion
Building a company to serve clinicians and patients in healthcare means we need to maximize our diversity of thought, so we can bring the best solutions to bear on such important problems. We also know that diversity of thought is a product of diverse talent, which manifests itself in many ways.

Gender, sexual orientation, ethnicity, neurodiversity, and socio-economic background are all areas that we spend time thinking about and we encourage applications from typically under-represented groups.

30% of us identify as female, and 40% of us are people of colour - whilst these only represent two dimensions of diversity, we're always looking for new ways to find, attract and retain incredible colleagues. We want our culture to be as varied and vibrant as possible, whilst we all are uniform in subscribing to our values.

Our Values at Practi
Courage: Choosing bravery over comfort, we stand firm in our values and tackle difficult tasks head-on. We lean into challenges, knowing that progress requires resilience and bold action.

Trust: We count on each other by fostering an environment of transparency, integrity, and accountability. With ownership of our actions, we create a foundation of reliability, allowing us to operate with autonomy while supporting each other when needed.

Ambition: Unapologetically bold, we push ourselves to achieve more, constantly striving for excellence. We drive progress with pace, always questioning the status quo and finding new ways to make a meaningful impact for both our team and our customers.

Play: We believe in taking our work, but not ourselves, seriously. By bringing levity and joy to our day-to-day, we create a positive atmosphere where we can do our best work, celebrate successes, and build meaningful relationships with each other.

Humanity: Empathy, compassion, and inclusion are at the heart of how we operate. We bring our whole selves to work, creating a supportive and safe environment where everyone feels valued. By practicing active listening and kindness, we strengthen our team and our culture.

Curiosity: We are committed to continuous learning, always seeking new knowledge and growth opportunities. With humility, we approach each day with a hunger to improve, knowing that small, consistent steps lead to transformative results over time.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Other
• Industries: IT Services and IT Consulting