Client Services Manager – Diagnostics Growth & Ops

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

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.