At a Glance
- Tasks: Manage client relationships and ensure exceptional service delivery for a defined portfolio.
- Company: Join Medica, the UK's leading telemedicine provider supporting NHS trusts.
- Benefits: Enjoy flexible working, competitive salary, annual bonus, and enhanced holiday allowance.
- Other info: Opportunity for travel and professional growth in a dynamic team.
- Why this job: Make a real impact in healthcare while developing your career in a supportive environment.
- Qualifications: Experience in client-facing roles and strong communication skills are essential.
The predicted salary is between 30000 - 40000 € per year.
This is an exciting opportunity to join Medica, a leading UK telemedicine provider supporting NHS trusts with specialist reporting services. As a Client Services Manager, you’ll be the named Medica contact for a defined portfolio of clients across Scotland and the North of England, owning day-to-day relationship management and helping clients get maximum value from our services. You’ll focus on client satisfaction, service excellence and service growth, leading activities such as new client implementation, service changes, incident escalation, service reviews and education. You’ll also become a subject matter expert (SME) - supporting clients to understand Medica processes and supporting colleagues by translating client contracts into clear, workable ways of delivering the service.
Key responsibilities:
- Deliver outstanding customer service through clear, responsive communication and effective issue resolution, acting as the named contact for service queries, training requests and new service enquiries.
- Coordinate and/or lead client service review meetings in partnership with Customer Support and Commercial colleagues and maintain an internal client action plan to drive continuous improvement.
- Act as the first escalation point for internal teams on client-impacting activity, using data and insights to maintain a 360° view of client opportunities and risks.
- Implement and maintain optimal technical solutions and workflows with clients, including pre‑sales design/tender input, mobilisation and change projects, and delivery of client training to ensure strong service utilisation.
- Represent the client voice internally – collating feedback from multiple sources, turning it into actionable improvements, and spotting trends that should be shared across the business.
- Support service growth through identifying up‑sell and cross‑sell opportunities, including specialist reporting services and service lines such as Teleradiology / MedPath+, and ensuring implementations are designed for growth.
- Create and maintain project, training and education resources for clients and internal stakeholders, and actively participate in knowledge sharing across the team.
Location and travel:
This role is entirely home‑based or can be worked flexibly between home and Medica HQ (6th Floor, One Priory Square, Hastings, East Sussex, TN34 1EA). Where homeworking is agreed, you’ll still be required to attend meetings and training at the office when needed. National travel to client sites will be required as and when necessary to meet client needs (including occasional overnight stays and weekend travel). The role may also include attendance at exhibitions, conferences, training and meetings across the UK.
Who we are:
Medica is the UK’s leading telemedicine provider, supporting over 50% of NHS trusts with specialist reporting services across the globe. With over 250 head office staff and continued growth, now is a great time to become part of our journey. We welcome applications from all backgrounds and communities to help us build inclusive teams and a diverse workforce. We offer flexible working arrangements to support work‑life balance and encourage everyone to be themselves at work.
Requirements:
- Experience managing operational workstreams in a client‑facing management role, or managing client implementations/change with a client‑focused approach.
- Ability to influence change and stakeholders to achieve project goals.
- Ability to be both strategic and tactical when making decisions.
- Ability to build consensus and relationships among peers and wider teams.
- Excellent communication, interpersonal and organisational skills.
- Experience working in or with IT stakeholders and systems.
Desirable:
- Data analysis experience.
- Familiarity with CRM software and procurement processes.
- Knowledge of network connectivity concepts (VPN, NAT, firewall changes).
- Service management experience/understanding of ITIL.
- Experience in radiology or a telemedicine environment.
Core benefits for you:
- Flexible and hybrid working.
- A company culture that promotes work life balance.
- Commitment from employers to continued learning and development.
- Access to Employee Assistance Programme.
- Annual bonus.
- Enhanced holiday allowance + bank holidays.
- Group life assurance.
- Pension.
- Social events.
- Sick pay.
- Cycle to work scheme.
- Access to free and regular personal development & wellbeing events.
Learn more about Medica and the work we do: https://medica.co.uk/
Client Services Manager (Scotland / North of England / Ireland) employer: Medica Group
Medica is an exceptional employer, offering a flexible home-based working environment that prioritises work-life balance while supporting your professional growth. With a commitment to continuous learning and a culture that values inclusivity, you'll have the opportunity to thrive in a dynamic role as a Client Services Manager, making a meaningful impact on client satisfaction across Scotland and the North of England. Join us and be part of a leading telemedicine provider dedicated to excellence and innovation in healthcare.
StudySmarter Expert Advice🤫
We think this is how you could land Client Services Manager (Scotland / North of England / Ireland)
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about asking for introductions. We all know that sometimes it’s not just what you know, but who you know that can help you land that Client Services Manager role.
✨Tip Number 2
Prepare for those interviews by researching Medica and understanding their services inside out. We want you to show how you can add value to their client relationships and service excellence. Tailor your responses to highlight your experience in managing client implementations and driving satisfaction.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or family to get comfortable with common questions. We suggest focusing on scenarios where you’ve successfully resolved client issues or improved service delivery – these are gold when applying for a role like this.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who take the initiative to engage directly with us. Let’s make your dream job a reality!
We think you need these skills to ace Client Services Manager (Scotland / North of England / Ireland)
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Client Services Manager role. Highlight your experience in client-facing management and how it aligns with our focus on customer satisfaction and service excellence.
Showcase Your Communication Skills:Since this role involves a lot of client interaction, emphasise your communication and interpersonal skills. Share examples of how you've effectively resolved issues or improved client relationships in the past.
Demonstrate Your Problem-Solving Abilities:We love candidates who can think on their feet! Include specific instances where you've successfully navigated challenges or implemented changes that benefited clients. This will show us you're ready to tackle the day-to-day responsibilities of the role.
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen to join our team at Medica!
How to prepare for a job interview at Medica Group
✨Know Your Clients
Before the interview, research Medica's client base and understand their needs. Familiarise yourself with the services offered and think about how you can enhance client satisfaction and service growth. This will show your potential employer that you're proactive and ready to hit the ground running.
✨Demonstrate Communication Skills
As a Client Services Manager, communication is key. Prepare examples of how you've effectively resolved client issues or improved relationships in previous roles. Be ready to discuss your approach to clear and responsive communication, as this will be crucial in your new role.
✨Showcase Your Problem-Solving Abilities
Think of specific instances where you've successfully managed operational workstreams or implemented changes for clients. Highlight your ability to influence stakeholders and drive projects to completion. This will demonstrate your strategic and tactical thinking skills, which are essential for the position.
✨Be Ready to Discuss Data Insights
Since the role involves maintaining a 360° view of client opportunities and risks, brush up on your data analysis skills. Be prepared to talk about how you've used data to inform decisions or improve client services in the past. This will show that you can represent the client voice internally and drive actionable improvements.
