Client Services Manager

Randox Health; Warrington; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading healthcare diagnostics company based in Warrington is seeking a Client Services Manager to oversee their client support and account management team. The ideal candidate will have a minimum of three years of experience in a clinical support role, strong team management abilities, and a background in biomedical science. This full-time permanent role involves leading a blended team, monitoring KPIs, and ensuring client satisfaction.

Qualifications

• 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).
• 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.
• Monitor performance across KPIs including ticket volumes, account growth, and client satisfaction.
• Handle escalations and service incidents, including complex, high-priority cases.

Skills

Client support management

Performance monitoring

Team leadership

CRM proficiency

Client relationship management

Education

Background in biomedical science or relevant clinical discipline

Job description

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 an exciting new career opportunity for a 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).

Job Description

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

Requirements

• 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

Randox Health is an equal opportunities employer and welcomes applications from all qualified candidates.