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- Tasks: Lead a dynamic team to enhance client support and drive account growth.
- Company: Join Randox Health, a leader in transforming diagnostics across the UK.
- Benefits: Enjoy a competitive salary, flexible hours, and opportunities for professional development.
- Why this job: Make a real impact in healthcare while managing a passionate team.
- Qualifications: 3+ years in healthcare client support and 1+ year in team management required.
- Other info: Fast-paced environment with excellent career progression opportunities.
The predicted salary is between 36000 - 60000 £ per year.
Randox Health Pathology Services is transforming diagnostics for clinicians, hospitals, and health-tech providers across the UK. Through our digital ordering and results platform, nationwide sample collection network, centralised laboratory services, and integrated courier network, we deliver a complete diagnostics service to over 1,000 clinical clients — ranging from high-volume digital health companies to local GP surgeries.
This is one of the fastest-growing areas of Randox Health and continuing to expand rapidly. We have an exciting new career opportunity for a Client Services Manager based in Warrington.
Location: Unit 2 Bishops Court, Warrington, WA2 8QY or Randox Health Liverpool.
Contract Offered: Full-time, permanent
Working Hours / Shifts: 40 hours per week contract. Monday to Friday (half day on Friday).
Job Description
Due to continued growth, we are seeking to recruit a Client Services Manager to lead our client support and account management team. This role is based at our Warrington office.
- Lead and manage a blended team of Client Support Executive and Account Managers (5+ direct reports)
- Monitor performance across KPIs including ticket volumes, account growth, account spend, SLA adherence, and client satisfaction
- Handle escalations and service incidents — including direct involvement in complex, high-priority, or clinically sensitive cases
- Work directly with key clients as needed, to grow accounts and supporting Account Managers during high-pressure or challenging service scenarios
- Produce monthly and quarterly operational and commercial performance reports for senior leadership
- Oversee onboarding workflows, commercial frameworks, SLAs, SOPs, and support structure for both new and existing accounts
- Drive continuous improvement across support processes, commercial growth, communication flows, and internal coordination
- Identify automation opportunities and scalable service enhancements
- Collaborate with clinical clients and internal teams to uphold service quality standards across the diagnostics journey
Requirements
- Minimum 3 years of experience in a clinical, laboratory, or healthcare client/customer support setting using a CRM/ticketing platform
- At least 1 year of team management experience within a customer service/support department (5+ direct reports)
- A background in biomedical science, allied health, or a relevant clinical/scientific discipline
- Strong understanding of working with high value clients in high-pressure environments
- Confident in monitoring service performance, interpreting KPIs, and delivering improvement plans
- Previous experience working in the diagnostics/clinical pathology market
- Previous experience working in a Primary Care market
- Ability to work in a multidisciplinary team
- Ability to prioritise and organise workload
Randox Health is an equal opportunities employer and welcomes applications from all qualified candidates.
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Client Services Manager employer: Randox Health
Contact Detail:
Randox Health Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Client Services Manager
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching Randox Health and understanding their services. Tailor your answers to show how your experience aligns with their mission of transforming diagnostics.
✨Tip Number 3
Practice your pitch! Be ready to explain how your background in client support and team management makes you the perfect fit for the Client Services Manager role. Confidence is key!
✨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, it shows you’re serious about joining the Randox Health team.
We think you need these skills to ace Client Services Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Client Services Manager role. Highlight your experience in client support and team management, and don’t forget to mention any relevant KPIs you've worked with. We want to see how your background aligns with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about diagnostics and how your skills can help us grow. Be sure to mention specific experiences that relate to the job description — we love a good story!
Showcase Your Team Management Skills: Since this role involves leading a team, make sure to highlight your team management experience. Share examples of how you've motivated your team or handled challenging situations. We’re keen to see how you can lead us to success!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application directly, and it helps us keep track of all the amazing candidates like you!
How to prepare for a job interview at Randox Health
✨Know Your Stuff
Make sure you understand the ins and outs of Randox Health and their services. Familiarise yourself with their digital ordering platform, sample collection network, and how they support clinical clients. This knowledge will help you demonstrate your genuine interest in the role and the company.
✨Showcase Your Leadership Skills
As a Client Services Manager, you'll be leading a team. Prepare examples of how you've successfully managed teams in the past, especially in high-pressure situations. Highlight your experience with KPIs and how you've driven performance improvements to show you're ready for this challenge.
✨Prepare for Scenario Questions
Expect questions about handling escalations and service incidents. Think of specific instances where you've dealt with complex cases or high-value clients. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your problem-solving skills.
✨Ask Insightful Questions
At the end of the interview, have some thoughtful questions ready. Inquire about the team's current challenges, how success is measured in the role, or what opportunities there are for continuous improvement. This shows your proactive attitude and eagerness to contribute to the company's growth.