At a Glance
- Tasks: Lead complex healthcare implementation projects and ensure exceptional customer experiences.
- Company: Dynamic healthcare organisation focused on transformative solutions.
- Benefits: Competitive pay, professional development, and the chance to make a real impact.
- Other info: Field-based role with opportunities for regional travel and career growth.
- Why this job: Join a mission-driven team and shape the future of healthcare delivery.
- Qualifications: Experience in project management and strong communication skills required.
The predicted salary is between 60000 - 75000 £ per year.
Location: UK - Central/North Region (Sheffield Area) (Field-Based / Regional Travel Required)
Department: Customer Account Management, North
Employment Type: Interim
Duration: 12 months
Inside IR35
The Opportunity
Are you ready to transform lives while pushing the boundaries of what's possible in healthcare? Our client is seeking a highly organised, articulate, and dynamic Contract Implementation Manager. This pivotal role acts as the vital link between key healthcare partners during critical periods of laboratory transformation. Blending the strategic oversight of programme delivery with the relationship focus of high-level account management, you will lead the seamless implementation of complex Managed Service Contracts. Your mission is to ensure that large-scale, multi-disciplinary programmes are delivered on time, within scope, and with a relentless focus on an exceptional customer experience.
Key Responsibilities
- Lead Programme Implementation: Drive complex, cross-functional implementation programmes from initiation to completion, ensuring seamless delivery of our Managed Service Contracts on time, within budget, and to scope.
- Masterful Organisation & Alignment: Map and manage complex dependencies across multiple departments, systems, products, and third-party partners. Maintain strict project documentation, timelines, and risk registers to keep all moving parts perfectly aligned.
- Strategic Stakeholder Communication: Serve as the primary point of contact and escalation during the implementation lifecycle. Maintain transparent, proactive, and structured communication across internal teams (Sales, Marketing, Technical Services, Finance) and external customer stakeholders.
- Translate Complexity: Communicate programme status, highly technical milestones, risks, and achievements clearly and effectively to all levels, ranging from laboratory staff to C-suite executives and clinical leads.
- Drive Service Excellence & Stability: Interrogate data sets and instrument trends to identify potential operational risks, proactively implementing solutions to balance workloads, stabilise lines, and optimise overall service delivery.
- Champion the "Voice of the Customer": Build meaningful, long-term partnerships across your assigned accounts.
Who You Are
You are a strategic thinker, an impeccable planner, and a passionate customer advocate who thrives on simplifying complexities and maintaining professional composure under pressure.
- Exceptional Communication Skills: You are a master communicator and an active listener. You possess a proven ability to influence, challenge, and align diverse internal and external stakeholders without direct authority, translating complex technical content into clear, actionable insights.
- Impeccable Organisational Prowess: You have a demonstrated track record of managing multiple complex projects simultaneously. You are hyper-organised, methodical, and adept at keeping fast-moving programmes strictly on schedule.
- Proven Delivery & Account Management Experience: You bring hands-on experience in healthcare delivery (ideally diagnostics, pathology, or NHS procurement) managing complex Managed Service contracts or high-value commercial agreements through their lifecycle.
- Data-Driven & Analytical: You possess the ability to interrogate large datasets (Advanced Excel) to draw meaningful insights, identify system trends, and translate them into operational recommendations.
- Education & Certifications: Educated to degree level or equivalent in a relevant field (e.g., Life Sciences, Business, Engineering). Professional project management certifications (PRINCE2, or equivalent) are highly desirable.
Customer Implementation Manager employer: Hays
Join a forward-thinking healthcare organisation that prioritises employee development and fosters a collaborative work culture in the Sheffield area. As a Customer Implementation Manager, you will benefit from a supportive environment that encourages innovation and offers opportunities for professional growth, all while making a meaningful impact on patient care. With a focus on exceptional service delivery and strong partnerships, this role provides a unique chance to thrive in a dynamic field-based position.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Implementation Manager
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Hays.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Hays. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Implementation Manager
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Hays.
How to prepare for a job interview at Hays
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Hays's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Hays offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
