25/CSMW - Client Services Manager

Randox Laboratories; Warrington; On-site; GBP 45,000 - 60,000; Full time

Job summary

Randox Health Pathology Services in Warrington is seeking a Client Services Manager to lead our client support and account management team. This role is based at our Warrington office, with responsibility for 5+ direct reports and strong KPI-driven performance oversight.

The ideal candidate will have 3+ years in healthcare client support using CRM/ticketing, plus 1+ year in people management, and a background in biomedical science or allied health.

Qualifications

• Minimum 3 years of experience in a clinical, laboratory, or healthcare client support setting using a CRM/ticketing platform.
• At least 1 year of team management experience within a customer service/support department (5+ direct reports).
• Background in biomedical science, allied health, or a relevant clinical/scientific discipline.
• Strong understanding of working with high-value clients in high-pressure environments.

Responsibilities

• Lead and manage a blended team of Client Support Executive and Account Managers (5+ direct reports).
• Monitor performance across KPIs including ticket volumes, account growth, account spend, SLA adherence, and client satisfaction.
• Handle escalations and service incidents — including direct involvement in complex, high-priority, or clinically sensitive cases.
• Work directly with key clients to grow accounts and support Account Managers during high-pressure scenarios.
• Produce monthly and quarterly operational and commercial performance reports for senior leadership.
• Oversee onboarding workflows, commercial frameworks, SLAs, SOPs, and support structure for both new and existing accounts.
• Drive continuous improvement across support processes, commercial growth, communication flows, and internal coordination.
• Identify automation opportunities and scalable service enhancements.
• Collaborate with clinical clients and internal teams to uphold service quality standards.

Skills

CRM / ticketing platform

Team management

Client / customer support

High-value clients handling

Education

Biomedical science / Allied health background

Job description

Client Services Manager – Warrington– (Job Ref: 25/CSMW)

Randox Health Pathology Services is transforming diagnostics for clinicians, hospitals, and health-tech providers across the UK. Through our digital ordering and results platform, nationwide sample collection network, centralised laboratory services, and integrated courier network, we deliver a complete diagnostics service to over 1,000 clinical clients — ranging from high-volume digital health companies to local GP surgeries. This is one of the fastest-growing areas of Randox Health and continuing to expand rapidly. We have exciting new career opportunity for an Client Services Manager based in Warrington.

Location: Unit 2 Bishops Court. Warrington, WA2 8QY or Randox Health Liverpool.

Contract Offered: Full-time, permanent

Working Hours / Shifts: 40 hours per week contract. Monday to Friday (half day on Friday).

What does this role involve? Due to continued growth, we are seeking to recruit a Client Services Manager to lead our client support and account management team. This role is based at our Warrington office.

• Lead and manage a blended team of Client Support Executive and Account Managers (5+ direct reports)
• Monitor performance across KPIs including ticket volumes, account growth, account spend, SLA adherence, and client satisfaction
• Handle escalations and service incidents — including direct involvement in complex, high-priority, or clinically sensitive cases
• Work directly with key clients as needed, to grow accounts and supporting Account Managers during high-pressure or challenging service scenarios
• Produce monthly and quarterly operational and commercial performance reports for senior leadership
• Oversee onboarding workflows, commercial frameworks, SLAs, SOPs, and support structure for both new and existing accounts
• Drive continuous improvement across support processes, commercial growth, communication flows, and internal coordination
• Identify automation opportunities and scalable service enhancements
• Collaborate with clinical clients and internal teams to uphold service quality standards across the diagnostics journey
• Minimum 3 years of experience in a clinical, laboratory, or healthcare client/customer support setting using a CRM/ticketing platform
• At least 1 year of team management experience within a customer service/support department (5+ direct reports).
• A background in biomedical science, allied health, or a relevant clinical/scientific discipline
• Strong understanding of working with high value clients in high-pressure environments
• Confident in monitoring service performance, interpreting KPIs, and delivering improvement plans
• Previous experience working in the diagnostics/clinical pathology market
• Previous experience working in a Primary Care market
• Ability to work in a multidisciplinary team
• Ability to prioritise and organise workload

Essential criteria:

• Minimum 3 years of experience in a clinical, laboratory, or healthcare client/customer support setting using a CRM/ticketing platform
• At least 1 year of team management experience within a customer service/support department (5+ direct reports).
• A background in biomedical science, allied health, or a relevant clinical/scientific discipline
• Strong understanding of working with high value clients in high-pressure environments
• Confident in monitoring service performance, interpreting KPIs, and delivering improvement plans

Desirable:

• Previous experience working in the diagnostics/clinical pathology market
• Previous experience working in a Primary Care market
• Ability to work in a multidisciplinary team
• Ability to prioritise and organise workload