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 management and excellent communication skills required.
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
Client Services Manager (Scotland / North of England / Ireland) in Edinburgh employer: Medica
Medica is an exceptional employer, offering a flexible home-based working environment that prioritises work-life balance while supporting professional growth through continuous learning and development opportunities. As a leading telemedicine provider, we foster a collaborative culture where employees are encouraged to be themselves, contribute to meaningful client relationships, and drive service excellence across the UK, particularly in Scotland and the North of England.
StudySmarter Expert Advice🤫
We think this is how you could land Client Services Manager (Scotland / North of England / Ireland) in Edinburgh
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Medica on LinkedIn. A friendly chat can give us insider info about the company culture and maybe even a referral!
✨Tip Number 2
Prepare for the interview by knowing your stuff! Research Medica’s services and think about how your experience aligns with their needs. We want to show them we’re the perfect fit for their client-focused approach.
✨Tip Number 3
Practice makes perfect! Get a mate to do a mock interview with you. Focus on those key skills they’re after, like communication and relationship management. Let’s nail those answers together!
✨Tip Number 4
Don’t forget to follow up! After the interview, shoot a quick thank-you email to express our appreciation for the opportunity. It shows we’re keen and professional, which is always a plus!
We think you need these skills to ace Client Services Manager (Scotland / North of England / Ireland) in Edinburgh
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 our focus on customer satisfaction and service excellence.
Showcase Your Communication Skills:Since this role involves a lot of client interaction, it's crucial to demonstrate your excellent communication skills. Use clear and concise language in your application to reflect how you would communicate with clients.
Highlight Relevant Experience:Don’t forget to mention any previous experience managing operational workstreams or client implementations. We want to see how you've influenced change and built relationships in your past roles.
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 at Medica!
How to prepare for a job interview at Medica
✨Know Your Clients
Before the interview, research Medica and its client base. Understand their services, especially in telemedicine, and think about how you can enhance client satisfaction and service growth. This will show your genuine interest and help you speak confidently about how you can add value.
✨Showcase Your Communication Skills
As a Client Services Manager, communication is key. Prepare examples of how you've effectively resolved client issues or led service review meetings in the past. Be ready to demonstrate your ability to translate complex information into clear, actionable insights for clients.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and ability to manage client relationships. Think of specific situations where you influenced change or improved client satisfaction, and be prepared to discuss the outcomes.
✨Highlight Your Technical Knowledge
Familiarise yourself with relevant technical concepts like VPNs and CRM software, as well as any experience you have with data analysis. Being able to discuss these topics will position you as a knowledgeable candidate who can bridge the gap between clients and technical teams.
