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: Work from home with occasional travel to client sites and opportunities for professional growth.
- 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.
Salary: £30,000 to £40,000 p/a (dependent on experience) + annual bonus
Location: Home-based (UK) with flexible working and travel to client sites based in Scotland, North of England and Ireland
Hours: Monday to Friday, 8.30am to 5.00pm
Job role
In this exciting opportunity to join Medica, a leading UK telemedicine provider supporting NHS trusts with specialist reporting services, you will act as 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
Medica is an exceptional employer that prioritises work-life balance and employee well-being, offering flexible home-based working arrangements alongside opportunities for national travel. With a strong commitment to professional development and a culture that values inclusivity, employees can thrive in their roles while contributing to meaningful healthcare solutions across the UK. Join us to be part of a dynamic team dedicated to delivering outstanding telemedicine services and making a real impact in the NHS.
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 current or former employees on LinkedIn and ask about their experiences. This can give you insider info on the company culture and what they really value in a Client Services Manager.
✨Tip Number 2
Prepare for those interviews by practising common questions related to client management and service excellence. We recommend role-playing with a friend or using mock interview tools to boost your confidence.
✨Tip Number 3
Showcase your problem-solving skills! Be ready to discuss specific examples where you've turned client feedback into actionable improvements. This will demonstrate your ability to represent the client voice internally.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining Medica and being part of our journey.
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 relationship management and how it aligns with what we do at Medica.
Showcase Your Communication Skills:Since this role is all about client engagement, demonstrate your excellent communication skills in your application. Use clear and concise language to show us you can convey complex information effectively.
Highlight Relevant Experience:Don’t forget to mention any experience you have with IT stakeholders or systems, as well as any data analysis skills. This will help us see how you can contribute to our team right from the start.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity with Medica!
How to prepare for a job interview at Medica
✨Know Your Clients
Before the interview, research Medica's client base and understand their needs. Familiarise yourself with the services offered, especially in telemedicine and how they support NHS trusts. This will help you demonstrate your ability to manage client relationships effectively.
✨Showcase Your Communication Skills
As a Client Services Manager, communication is key. Prepare examples of how you've successfully resolved client issues or improved client satisfaction in previous roles. Be ready to discuss your approach to clear and responsive communication during the interview.
✨Demonstrate Problem-Solving Abilities
Think of specific instances where you've had to escalate issues or implement changes based on client feedback. Highlight your strategic and tactical decision-making skills, as well as your ability to influence stakeholders to achieve project goals.
✨Prepare for Technical Questions
Since the role involves working with IT stakeholders and systems, brush up on relevant technical knowledge. Be prepared to discuss concepts like VPNs, firewalls, and CRM software. Showing that you can bridge the gap between technical and client-facing roles will set you apart.
