Client Services Manager (Scotland / North of England) in Hastings

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. 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.

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.