Customer Services & Client Success Manager Role
We are looking for an experienced Customer Services & Client Success Manager to lead our Customer Services function while also owning client success for NHS Trusts using our digital health applications.
This is a hands‑on role combining operational excellence, people leadership, and external client engagement. You will ensure a seamless end‑to‑end customer journey; from order processing through to delivery, while driving strong user adoption, satisfaction, and retention across our digital platforms.
Acting as the internal voice of the customer, you will play a key role in continuous improvement, cross‑functional collaboration, and supporting business growth.
Key Responsibilities
- Lead, structure, and develop a high‑performing Customer Services team with clear roles, accountability, and performance standards
- Oversee day‑to‑day operations including call handling, order processing, reporting, and administration
- Act as the escalation point for complex customer queries, claims, and issue resolution
- Drive measurable improvements across customer service KPIs (e.g. order accuracy, response times, customer satisfaction)
- Identify and implement process and system improvements to increase efficiency and service quality
- Manage and develop the order processing system, including user training and liaison with Group colleagues
- Build strong working relationships with wholesalers, pharmacies, logistics, and warehousing partners
- Act as a key internal interface across Sales, Marketing, Finance, Warehouse, Business Development, and Industry teams
Client Success – Digital Health
- Serve as the primary point of contact for client support and engagement
- Lead onboarding of new NHS clients, including system setup, training, and ongoing engagement
- Support user adoption by tracking usage data and behavioural trends, working closely with Business Development
- Conduct regular client check‑ins, business reviews, and deliver performance reporting
- Monitor client satisfaction, engagement levels, and NPS scores
- Proactively identify risks to retention and deliver tailored solutions in collaboration with internal teams
- Represent client needs internally, contributing to product development and business cases
- Support system integration and manage administrative access across platforms
Skills, Experience & Attributes
- Proven experience in Customer Service Management, Customer Success or Account Management
- Demonstrated experience leading and developing teams in a fast‑paced environment
- Strong written communication skills and proven analytical capability to interpret data and performance trends
Key Skills & Capabilities
- Strong, confident leadership style with the ability to inspire and develop others
- Excellent communication and relationship‑building skills across all levels
- Highly customer‑centric, with a solutions‑focused mindset
- Strong organisational skills and ability to balance operational and client‑facing priorities
- Proactive problem‑solver with the confidence to challenge and improve ways of working
- High levels of professionalism, integrity, and accountability
- Confident using and quickly learning new systems and technologies
Technical Skills (Desirable)
- Experience with SAP, Microsoft Office Suite, Power BI, or Notion
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