Customer Experience Specialist (Hybrid)

Menwell Limited; City Of London; Hybrid; GBP 30,000; Full time

Job summary

An established industry player in healthcare is seeking passionate individuals to join their dynamic Patient Experience team. This role offers the chance to redefine customer care, ensuring that every patient interaction is exceptional. You will be the first point of contact for patients, advocating for their needs while collaborating across teams to enhance their experience. If you thrive in fast-paced environments and are dedicated to solving real patient problems, this is the perfect opportunity for you. Join a forward-thinking company that is making a significant impact in healthcare delivery and be part of an exciting journey to improve patient lives.

Benefits

25 days holiday plus bank holidays

Private medical insurance

£400 annual Learning & Development budget

Gym & Wellness benefit

Annual company retreat

Cycle to work scheme

Electric car scheme

Healthy snacks & drinks in the office

Qualifications

• Experience in customer support within a scaling tech startup environment.
• Excellent written and verbal communication skills.

Responsibilities

• Provide world-class service to solve patient problems.
• Guide patients through their journey across multiple channels.

Skills

Customer Support

Communication Skills

Organizational Skills

Problem Solving

Adaptability

Education

Experience in Customer Support Role

Job description

This is a rare opportunity to join our dynamic and fast growing Patient Experience team, working across multiple treatment categories (Weight Loss, Hair Loss).

We are looking for customer obsessed and resourceful individuals to join us to reinvent how we do customer care here at Manual.

Your goal is to create an experience so good our patients have to tell their friends about us. You'll be the first person our patients speak to and you'll advocate their voice throughout the company. You’ll also help us reinvent our patient experience tools and processes to drive efficiency and better care.

You’re someone who makes things happen despite ambiguity and can calmly handle periods of breakneck scaling and moments of chaos. You have a passion for solving real patient problems.

What you'll be doing

• Helping solve our patient problems with world class service when they get in touch
• Being the voice of MANUAL and working with patients to help guide them through their journey across multiple channels (phones, email, live chat)
• Working closely with various teams to make sure we’re unblocking any potential barriers patients may face
• Creating and improving processes that allow us to help patients in the most effective way possible

What you need

• You're good at explaining things to people and you are thoughtful in all of your interactions
• You have some experience working in a customer support role within a scaling tech startup environment.
• You see feedback as a gift, and constantly look for ways to improve your work and grow as a person
• You're super organised, live by your calendar and know how to develop processes to make sure you never miss a beat!
• You have excellent written and verbal communication
• You have a "roll up your sleeves" mentality where you're willing to learn and jump into unknown situations
• You are excited about healthcare and what we're building at MANUAL
• You can work from our London Bridge HQ 3 days per week (Tuesday-Thursday)

How you operate

• Think big - you're inspired by frighteningly ambitious solutions to big patient problems, you approach them from first principles and you have the determination to clear hurdles to get there.
• Move fast - you set just the right pace, you collaborate well and you're a clear communicator that can quickly understand people's needs and help them find a solution.
• Make it better - you think about the bigger picture, you have a growth mindset with yourself and others (including a healthy relationship with feedback), you're hard on problems not people and do whatever you can to help our patients.

Our hiring process

• If we think you could be a great fit, we will be in touch within a few days for an initial phone call with our talent team to understand your motivation and experience
• You will then be invited to an on-site group assessment where you will do brainstorming sessions, a role play task and an interview
• We will get back to you with an outcome within the following 2 working days

Salary & Benefits:

• Salary is up to £30,000 depending on experience
• 25 days holiday, plus bank holidays
• Hybrid role based in London Bridge 3 days a week with lunch once a week
• Private medical insurance
• £400 annual Learning & Development budget
• Gym & Wellness benefit with Wellhub
• Annual company retreat
• Cycle to work scheme
• Electric car scheme
• Healthy snacks & drinks in the office

ABOUT MANUAL

MANUAL delivers healthcare at scale thanks to its comprehensive digital clinic. Our ambition is to extend the healthy years of lives for a large part of the population in the UK, Brazil, and beyond focusing on life-impeding conditions like hormonal imbalance, obesity and hair loss.

MANUAL has steadily grown since inception and is now serving 500k+ patients, across 2 geographies. We are centralising the diagnosis, custom medications, doctor specialist services, behavioural change and fully vertically integrated management of the treatment journey, under one roof and consumer brand.

We’re destigmatising how people approach their health by offering easy access to diagnostics, a holistic range of treatments, ongoing care and medical advice, as well as a community to help proactively improve one’s health and wellbeing. A place that didn't exist until now.

Innovating on healthcare delivery, MANUAL provides patients with engaging treatment plans generating superior clinical outcomes: 90%+ of patients see an improvement in their Quality of Life (QoL) within 6 months. Our ambition is to extend the healthy years of lifespan for a big part of the population in the UK, Brazil and beyond.

After a $30 million Series A round, we are on a mission to build one of the most impactful teams in the healthcare space. We are looking for incredibly ambitious, entrepreneurial, driven and fun people to join us as we accelerate our growth and expansion. This is an exciting time to join the UK’s fastest-growing healthtech and help supercharge our mission.

Websites:

https://www.manual.co/

https://www.joinvoy.com/

EQUAL EMPLOYMENT OPPORTUNITY

Menwell Limited, trading as MANUAL, is an Equal Opportunities Employer. We are committed to equal employment opportunities regardless of gender and gender reassignment, age, disability, race, religion or belief, sex and sexual orientation, pregnancy and maternity, marriage and civil partnership. We base all our employment decisions on merit, job requirements and business needs. This applies to all decisions related to hiring, training, remuneration, promotion and discipline.

We believe that a diverse and inclusive workforce is essential to our success. We are committed to creating an environment where everyone feels welcomed, valued and respected, regardless of their background, identity or beliefs. We believe that Inclusion, Diversity, Equity and Accessibility (IDEA) is essential to our ability to offer the best possible health outcomes to our patients and customers.