Business Support Partner - Genie in Dumfries and Galloway, Scotland at Cera Care

About Cera

Cera is the UKs largest HealthTech company and one of Europes fastest-growing businesses harnessing preventative technology and AI to take care out of Britains hospitals and into patients homes. Our 10,000 carers and nurses deliver around 2.5 million patient home visits a month a volume greater than all A&E attendances across England.

Cera is now Europes largest HealthTech company and one of its fastest-growing businesses, with circa $500 million in annualised revenues, and 150-fold growth in impact over the past five years. Cera has also gathered the largest home healthcare dataset in Europe, powering the development of cutting-edge AI products that have reduced hospitalisations by up to 70%, saving the UK Government and NHS more than 1 billion to date.

The UKs Number 1 ranked HealthTech company, Ceras pioneering approach has been recognised by numerous industry awards including a Newsweek AI Impact Award, the UK Tech Awards Tech for Good Prize, Health Tech Digitals Best Use of Artificial Intelligence, the Deloitte Fast 50 and EYs prestigious UK Entrepreneur of the Year Award 2024. Cera was recently recognised by TIME Magazine as one of the Worlds Top HealthTech Companies, and has been recognised as the Number 1 Healthcare AI Company for 2025.

About the role

To provide crucial operational support to the business, focusing on the successful deployment and adoption of Genie robots across our service user base. This role involves training staff and service users on best practices, driving engagement with Genie Connect, and monitoring the ongoing benefits it delivers. Building strong relationships across the organisation, with service users, and with external partners is essential for success.

Responsibilities

Relationships

Internal and Management

• You will be required to manage numerous stakeholders up to director level and liaise with multiple departments within Cera Care to drive Genie Connect adoption and growth across a range of branches and operating companies.

• You will be required to deliver strong strategic plans for the deployment, onboarding, and ongoing support of Genie robots, using detailed and timely methods within required timescales and budget.

• You will be required to liaise with our development team to feed back on system performance, raise blockers, and inform future improvements to the Genie platform.

External

• You will be required to hold conversations with Local Authorities around any changes to Genie Connect that impact service delivery.

Key Duties

• Oversee the deployment of Genie robots to service users, ensuring smooth setup and a positive first experience.

• Drive adoption and engagement of Genie Connect among service users, ensuring they understand and make full use of the technology.

• Conduct regular check-in calls with service users to support engagement, address concerns, and reinforce usage.

• Monitor the Genie Connect dashboard to track usage, engagement levels, and outcomes, flagging any issues early.

• Evaluate and report on the benefits Genie Connect is delivering to service users, identifying trends and areas for improvement.

• Liaise closely with the development team on future improvements, feature requests, and any technical blockers affecting service users.

• Train colleagues and service users on best practices for using Genie robots effectively.

• Maintain regular contact with internal and external stakeholders, managing expectations and fostering good working relationships to ensure engagement and buy-in.

• Prepare and deliver reports, recommendations, or solutions to address adoption challenges, engagement gaps, or technical issues.

• Support the rollout of Genie Connect across new branches and services, contributing to process refinement within required timescales and budget.

Qualifications and Skills

• A dynamic, confident and natural communicator with an inspiring quality.

• Excellent stakeholder management skills, with the ability to positively influence service users and colleagues to drive adoption.

• Strong relationship-building capabilities, particularly in building trust with service users around new technology.

• Excellent listening and interpersonal skills, especially over check-in calls.

• Logical, focused and methodical in your approach to tasks.

• Comfortable interpreting dashboard data to monitor engagement and outcomes.

• Excellent IT skills, particularly in Google applications.

• Very strong organisational and time management skills, with a demonstrated ability to work to deadlines in a high-pressure environment.

• Ability to effectively prioritise and execute tasks when under pressure.

• Keen attention to detail.

• Ability to produce high quality process and training documentation.

• Ability to use your own initiative with minimal supervision.

• An understanding of Project Management methodologies is desirable.

• A full UK Driving license is essential. This role will involve nationwide travel to visit service users and deploy Genie robots, sometimes at short notice.