• Provide the highest level of service to our community in each and every case • Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools, including livechat, social platforms, messaging, and directly through the phone • End-to-end management of complex cases with the objective to resolve customers’ issues based on workflows & management guidelines • Recognize case type/severity and work cases correctly according to your service’s scope, escalating accurately to other teams when appropriate • Skillfully guides to resolution cases that require greater judgment or deviate from the workflow more • Operates with little support from your leadership on most casework tasks • Ability to take a step back from the case handling to de-escalate a situation and assess the best resolution taking into account user communications as well as behaviors & unsaid elements • Collaborates cross-functionally within CS and outside of it to resolve issues related to complex cases • Explains and simplify complex information, provide appropriate context, and address complex questions with confidence • Continuously improve the quality and efficiency of team work by providing ongoing guidance to teammates • Provide insights about community experience and continuous improvement opportunities to Management

• Provide the highest level of service to our community in each and every case • Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools, including live chat, social platforms, messaging, and directly through the phone • End-to-end management of complex cases with the objective to resolve customers’ issues based on workflows & management guidelines • Recognize case type/severity and work cases correctly according to your service’s scope, escalating accurately to other teams when appropriate. • Skillfully guides to resolution cases that require greater judgment or deviate from the workflow including those that do not even have a clear workflow • Operates with little support from your leadership on most casework tasks • Ability to take a step back from the case handling to de-escalate a situation and assess the best resolution taking into account user communications as well as behaviors & unsaid elements - “read through the lines” • Collaborates cross-functionally within CS and outside of it to resolve issues related to complex cases • Explains and simplifies complex information, provide appropriate context, and address complex questions with confidence

• Interact with Airbnb customers and community members through all current and future channels • End-to-end management of complex cases with the objective to resolve customers’ issues based on workflows & management guidelines • Recognize case type/severity and work cases correctly according to your service’s scope, escalating accurately to other teams when appropriate. • Skillfully guides to resolution cases that require greater judgment or deviate from the workflow more • Operates with little support from your leadership on most casework tasks • Ability to take a step back from the case handling to de-escalate a situation and assess the best resolution taking into account user communications as well as behaviors & unsaid elements - “read through the lines” • Collaborates cross-functionally within CS and outside of it to resolve issues related to complex cases • Explains and simplify complex information, provide appropriate context, and address complex questions with confidence.

Role Description We are looking for an experienced GP to join our clinical duty services. The post holder requires strong clinical ownership and experience. The post holder must have good autonomy, operational and governance experience in order to succeed in the post. Please include a cover letter with your application. Please note: - This is a remote, part-time position of 20 hours per week, with working days to be agreed across Monday to Friday. - Wednesday availability is preferred. What You Will Work On - Work as part of a team, responding to SMART triage requests from patients, together with other standard duty doctor related tasks. - Provide clinical support for ACPs and non GP workforce working on duty. - Responding to safeguarding or other urgent escalations. - Responsible for ensuring that daily and weekly KPIs are met and that all SLAs are achieved. - Supporting governance matters relating to the duty service. - Supporting the out of hours rota on weekends with additional remuneration (Approx 1 in 8 weekends, 4 hours in total per weekend). Qualifications - GMC registered General Practitioner with a licence to practice. - On a UK Medical Performers List. - Full compliance with NHS statutory training requirements. - A minimum of 2 years NHS primary care experience post CCT. - Prior experience working efficiently as a Duty GP. - Prior experience in supporting and working within clinic teams. - Prior experience supervising clinicians. - An interest in Digital Health. - Excellent Communication skills. - Excellent Clinical Skills. - Excellent IT proficiency. - Excellent Strategic and analytical skills. - Team player who is willing to be flexible to the needs of the team and organisation. Desirable - Prior experience with remote consulting. - Prior experience with NHS Primary Care bodies and services (PCN etc). - Prior experience in project management. - Prior experience in Education and Training. - Prior experience in Digital Health. Benefits - Competitive Salary. - eMed flex-leave. - 5% employer pension contribution. - Life Insurance 4x annual base salary. - Health cash plan. - Employee Assistance Program. - Enhanced Maternity, Paternity and Adoption pay. - Health & Wellbeing resources. - Eye care voucher reimbursement (up to £20). - Up to £80 towards noise cancelling headphones. Please note that offers of employment are subject to receipt of satisfactory references and an enhanced DBS check.