Customer Experience Manager, Healthcare Services job in Carnforth, Lancashire

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Job Title: Customer Experience Manager, Healthcare Services
Job Type: Permanent
Location: Carnforth, Lancashire
Salary:
Company: CV-Library
Category: Customer Services
Benefits:

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Job Description: Customer Experience Manager, Healthcare Services

Location: Office based from Lancashire
Salary: competitive plus bonus
Sector: Health Science screening services

Overview

Our client is a multi-award winner and market leading provider of healthcare testing services to the private health screening sector and offer patients fast, confidential and anonymous testing and results. They operate across the UK & Ireland as well as in many countries internationally. They are now entering an exciting time in their history and are creating a new role for a Customer Experience Manager. Working from their Head Office in North Lancashire, the successful candidate will take direct responsibility for managing their UK operations staff but will also be responsible or analysing their business operations to identify trends, gaps in services and opportunities where their UK operations could be improve to yield increased revenues. You will also take responsibility for supporting their team in South Africa with occasional travel to meet the team (1-2 times per year).

The successful candidate will have a proven background managing a small team of office based call handling customer care professionals. You will be an excellent communicator who is able to support, train and develop your team to provide better levels of service to customers and clients. You will also have strong data analysis skills and will be able to use call and operational data to analyse the performance of the business, spot trends and identify areas for improvement. You will work closely with the SMT and Head of Business Development to communicate areas for development and strategize actions to improve coverage and potential revenue increases. The role will also take responsibility for managing operational issues with key accounts and complaints handling from all stakeholders.

Job Description

* Develop and Manage the Customer Care team and Account Management Functions

* Analyse operational data to identify areas for improvement/development

* Train and develop the Customer Care team (in-house (UK and International) and external/3rd party support teams)

* Suggest tech improvements and lead new technology implementation and roll-out

* Manage UK client relationships and support client retention

* Ensuring systems are up to date

* Support the delivery of International Expansion

* Escalating any critical customer/client issues to SMT

* Be a proactive member of the SMT

The ideal person will have

* People Development skills; an experienced people manager and trainer

* Data Analysis skills; able to use data to identify revenue improvement and customer enhancement opportunities

* Experience of managing key accounts

* Excellent IT skills e.g. word, excel, internet

* Excellent command of written and spoken English and an excellent telephone manner

* High levels of customer care and compassion

* Good organisational skills

* Ability and willingness to travel (UK and occasionally internationally)

* Ability to get stuff done

* Excellent attention to detail

* Enthusiasm about new challenges

* Ideally the successful candidate will have a background in the health or medical sector

For additional information please contact Richard Taylor

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