Client and Programme Support Officer

at  Thalamos

The Client Success and Programme Officer supports the successful delivery and monitoring of programmes. You will understand what a great product looks like for our clients and ensure value is delivered to organisations and users whilst troubleshooting and resolving issues.
Key Responsibilities

Programme support

• Support the Programme Manager in creating, updating and sharing programme documentation
• Create and maintain training and support materials for a range of different users and clients (help guides, videos, posters, e-learning training packages)
• Arrange and lead training sessions and webinars (in person and online)
• Compile programme status reports on training and adoption numbers and offer ideas of how to improve these

Client Success

• Managing inbound support calls via multiple channels
• Support system administration and configuration of users and their accounts
• Collate reports of user issues and feed these back to the wider team, along with ideas for product improvements

Skills, Knowledge and Expertise

• You are able to manage multiple tasks at once and switch focus when needed
• You are able to prioritise your workload depending on upcoming programme deadlines
• You are patient and have a customer focused approach to speaking with users and clients
• You are proactive in triaging and solving problems and understand the quickest way to a resolution is often picking up the phone
• You are able to take in large amounts of information and distill this to summarise key action points and next steps
• You have experience using excel (Essential) and are comfortable using a wider range of digital tools such as MS Office, Miro and CMS Software.
• You have experience in a customer facing role (Essential)
• You have experience in an admin based role (Desirable)

Benefits

• Free lunch 2 days a week
• Regular socials
• 22 days holiday in addition to bank holidays. Plus your birthday and 3 days between Christmas & New Year
• Private healthcare
• Share Options
• Discretionary bonus dependent on role and salary
• 4% company pension contribution for qualifying earnings
• Learning and Development every month including sessions with external speakers

About Thalamos
Thalamos is a profit-for-purpose business which builds and deploys software to improve outcomes in the assessment and treatment of Mental Illness. We support the professional users of our clients to co-ordinate urgent care across organisations and geographies: we build intuitive joined-up solutions for complex and disparate medico-legal pathways. Our Mental Health Act workflow software is currently in use in multiple Mental Health trusts in the NHS, across London by the Metropolitan Police, and nationally by the CQC. In 2024 we are expanding our reach even further, including implementing a Pan-London NHS programme.
Thalamos is values-driven in how it approaches recruitment as we believe this is the way to get the highest possible performance out of our team. We consider values to be equally important as skills and experience. We believe it is important to have fun and enjoy what we are doing, whilst also holding ourselves to a high level of professionalism.

We are looking for people who:

• align with our values
• care deeply about the culture of the team they work in
• are motivated to be present in our SE1 office in person at least three days a week

OUR VALUES

Ambition
Motivated to constantly improve, professionally & personally. Not willing to accept the status quo and always seeking to identify ways to make things better. Willing to take on problems with no clear answer, even if the path forward is unclear. Able to define success and driven to achieve it.
Authenticity
Honesty and humility regarding yourself and your abilities. A level of introspection such that you are able to recognise your own drivers, motivators and “blind spots”. A level of confidence that allows you to understand your strengths, but also your weaknesses and areas where you need support from your team.
Ability to “be yourself” irrespective of who you are communicating with, whether that is the most senior or junior person internally or externally .
Social Impact
A genuine interest in identifying ways to improve things for other people. An implicit understanding that lasting and meaningful change is best achieved by delivering tangible outcomes.
Getting the Job Done
A willingness to take responsibility, solve problems, navigate complexity and find a way to achieve a shared goal. Motivated by defined goals and can be creative in ways to reach them. Willing to be selfless and places more importance on achieving the goal than personal recognition.
High Performance Team
Places the success of the team above the success of an individual. Invests time in colleagues and understands that the highest performing teams consist of people with different skills and attributes. Approaches challenges without ego, is pragmatic where improvements are required and continually works to build communication and trust amongst colleagues. Respects other people’s time, views and experiences.
We’re an equal opportunity employer. All applicants will be considered for employment without attention to ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status.

Please refer the Job description for details