Customer Service Manager in Cardiff

Founded in 2017, Medi2data powers access to consented and curated medical data through cutting‑edge technology and specialist services. We streamline and digitise the secure exchange of medical information, supporting GP practices, instructing parties, and patients. By addressing challenges on both the demand (Client Services) and supply (Primary Care Services) sides of the ecosystem, we enable faster, more efficient, and compliant medical data transactions. We are transforming how medical data is accessed and managed in the digital age.

This role is part of our Primary Care Services division, which supports GP practices in streamlining the production of electronic and GDPR‑compliant medical reports. We achieve this through two key solutions: eMR, our SaaS platform that enables GP practices to efficiently generate and manage medical reports in‑house, and eMR+, our fully managed outsourced medical reporting service, where we handle the entire process on behalf of practices. Both solutions are designed to improve accuracy, security, and efficiency in medical reporting.

We take pride in delivering market‑leading solutions, and as an NHS‑accredited supplier we uphold the highest standards of clinical governance and data security, giving GP practices confidence in the security and integrity of their medical data. Our technology‑driven approach simplifies medical reporting, allowing practices to focus on patient care while ensuring seamless and compliant data transactions.

The Role

Reports To: Head of Operations

Banding: Band 3

Location & Term: Cardiff, Full‑time (Monday – Friday), On‑site

Job Overview:

The Customer Service Manager is responsible for the overall leadership, performance, and continuous improvement of Medi2data’s customer‑facing support functions. This role has direct management responsibility for the Service Support Lead and Technical Support Lead, ensuring both teams operate cohesively to deliver a high‑quality, compliant, and customer‑first service.

Acting as the senior escalation point for complex, high‑risk, or high‑impact customer issues, the Customer Service Manager ensures consistency of standards, strong cross‑functional collaboration, and alignment with wider operational and strategic goals. This role plays a critical part in shaping the customer experience, embedding best practice, and driving measurable service improvements across the organisation.

Key Responsibilities:

Leadership & People Management

• Provide direct line management to the Service Support Lead and Technical Support Lead, setting clear expectations, objectives, and performance standards.
• Support, coach, and develop team leaders to build strong, resilient, and high‑performing teams.
• Oversee capacity planning, workload balance, and resourcing across customer service functions.
• Conduct regular performance reviews and contribute to succession planning and talent development.
• Ensure appropriate cover across teams, stepping in or reallocating resources as required to maintain service continuity.
• Ensure all people management activities align with HR policies, ISO 27001 standards, and data protection requirements.

Ownership of Customer Service Operations

• Take overall accountability for the performance, quality, and consistency of customer service delivery across Service Support and Technical Support.
• Own the end‑to‑end customer journey, ensuring a consistent and joined‑up experience across departments.
• Define, implement, and monitor internal SLAs to ensure cross‑departmental compliance and timely resolution of customer issues.
• Ensure clear ownership and effective handling of all customer queries, tickets, escalations, and complaints from initiation to resolution.
• Ensure service standards, SLAs, and KPIs are defined, monitored, and continuously improved.

Customer Experience & Communication

• Champion a customer‑first culture across all support teams.
• Ensure all customer communications are professional, timely, empathetic, and accurately recorded.
• Work closely with Customer Success, Operations, Product, and IT to ensure a seamless customer journey and effective handovers between teams.
• Own and govern the end‑to‑end escalation and complaint management framework across Service Support and Technical Support.
• Act as the senior point of escalation for high‑risk, high‑impact, or sensitive customer complaints.
• Ensure all complaints are acknowledged, investigated, and resolved within agreed timescales and in line with regulatory and contractual obligations.
• Conduct root cause analysis on escalations and complaints, ensuring corrective and preventative actions are identified, implemented, and tracked.
• Work closely with Team Leads to ensure learning from complaints is embedded into training, processes, and service standards.
• Prepare clear documentation and reporting on escalations and complaints for senior management, audits, and regulatory review where required.
• Ensure consistent, fair, and empathetic handling of complaints, protecting customer trust while balancing operational and commercial considerations.
• Identify trends, risks, and recurring customer pain points across service data, feedback, and escalations.
• Act as a key conduit between Customer Service and Product and Development teams, ensuring customer issues and insights inform system and workflow improvements.
• Support prioritisation of fixes and enhancements based on customer impact and service risk.
• Lead and sponsor service improvement initiatives, process optimisation, and efficiency projects.
• Collaborate with the Head of Operations to align customer service strategy with wider business objectives.
• Drive standardisation and best practice across Service Support and Technical Support functions.
• Ensure all customer service activities comply with UK GDPR, ISO 27001, NHS requirements, and internal policies.
• Oversee accurate documentation, record‑keeping, and audit readiness across all support functions.
• Proactively identify operational and customer‑related risks, escalating appropriately and implementing mitigation plans.
• Build strong working relationships with Operations, Product, IT, Customer Success, and Clinical Governance teams.
• Act as a key liaison to ensure customer issues inform product improvements, system stability, and operational decision‑making.
• Support organisational change initiatives that impact customer service delivery.

Skills & Experience:

• Proven experience in a customer service or support management role.
• Strong people management experience, including managing managers or team leads.
• Demonstrated ability to handle escalations, complaints, and high‑pressure situations.
• Excellent communication, stakeholder management, and decision‑making skills.
• Strong understanding of service performance metrics, KPIs, and continuous improvement methodologies.
• Experience within healthcare, SaaS, or data‑driven services.
• Knowledge of GDPR, ISO 27001, or NHS governance standards.
• Experience leading change, process improvement, or service transformation initiatives.