Client Relationship Manager

Nova Recruitment; Ringway; Hybrid; GBP 30,000 - 35,000; Full time

Job summary

A leading healthcare provider is seeking a Customer Relations Manager to enhance customer journeys, manage inquiries, and drive customer satisfaction. This full-time position offers a hybrid working model between home and Manchester, with a salary range of £30,000 - £35,000 and a focus on exceptional customer service and experience. You will play a crucial role in supporting customers and implementing improvements in service delivery.

Benefits

Employee discount

Friends and family scheme

Qualifications

• Experience in customer journey management or related field.
• Strong organizational skills with the ability to manage multiple processes.
• Excellent communication and problem-solving skills.

Responsibilities

• Manage inbound and outbound customer calls and emails.
• Resolve customer inquiries effectively.
• Handle and manage complaints with professionalism.
• Follow up with customers to ensure satisfaction.

Skills

Customer journey management

Healthcare operations

Organizational skills

Communication skills

Problem-solving skills

Cross-functional collaboration

Attention to detail

Job description

Job Title: Customer Relations Manager

Are you an ambitious Customer Relations Manager looking for your next step within a rapidly developing company, expanding and implementing exciting new treatment plans where you can be part of that company development from the beginning?

Location and Salary

Hybrid (WFH and Manchester), Salary Range: £30,000 - £35,000

About the Company

Our client is a nationwide remote medical provider of Bioidentical Hormone Therapy. This evolving and innovative new field of medicine treats the symptoms of hormone deficiency by mimicking the effects of natural hormone production. Their clinician-led treatment pathway uses unique and tailor-made bioidentical hormones to treat symptoms of low or imbalanced hormones in both men and women.

About the Role

We are looking for a highly organised, customer-focused Customer Relations Manager to support the Operations Director in delivering exceptional service throughout the customer journey.

You will manage inbound and outbound communications, handle enquiries and complaints with professionalism and care, champion customer success, and report on key service-level metrics to help continually improve.

Key Responsibilities

• Manage inbound and outbound customer calls and emails, ensuring timely and professional responses.
• Resolve customer enquiries effectively, delivering an outstanding experience.
• Handle and manage complaints empathetically, logging and tracking issues through to resolution.
• Proactively follow up with customers to ensure satisfaction and encourage retention.
• Maintain accurate records of customer progress, identifying trends and opportunities for process improvements.
• Support training and guidance for team members to ensure best practices in customer journey management.
• Work closely with the operations director to identify service improvements and implement customer success initiatives.
• Prepare and deliver regular reports on key service-level metrics and customer success outcomes.
• Monitor trends in enquiries, complaints, and feedback to support data-driven improvements
• Support the development and improvement of processes to deliver best-in-class customer service.

Skills and Expertise

• Experience in customer journey management, healthcare operations, or a related field.
• Strong organisational skills with the ability to manage multiple processes simultaneously.
• Excellent communication and problem-solving skills.
• Ability to collaborate effectively with cross-functional teams.
• Attention to detail and a proactive approach to improving operational efficiency.
• Confident handling challenging conversations and resolving complaints.
• Familiarity with healthcare, diagnostics, or prescription management is a plus.

Benefits

Alongside the satisfaction of being able to help people change their lives, if you or your friends and family want to make take advantage of this unique treatment, our client offer an employee discount and a friends and family scheme.

Note: This is a full-time position - 37.5 hours per week and some evenings & weekend availability will be required