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- Tasks: Lead a high-performing Customer Services team and enhance client success across digital platforms.
- Company: Join a dynamic company focused on customer satisfaction and continuous improvement.
- Benefits: Enjoy competitive pay, flexible working options, and opportunities for professional growth.
- Other info: Collaborative environment with a focus on innovation and client engagement.
- Why this job: Make a real impact by driving user adoption and improving customer experiences.
- Qualifications: Experience in customer service management and strong communication skills required.
The predicted salary is between 40000 - 50000 £ per year.
Customer Services from order processing through to delivery, while driving strong user adoption, satisfaction, and retention across our digital platforms. Acting as the internal voice of the customer, you will play a key role in continuous improvement, cross‑functional collaboration, and supporting business growth.
Key Responsibilities
- Lead, structure, and develop a high‑performing Customer Services team with clear roles, accountability, and performance standards.
- Oversee day‑to‑day operations including call handling, order processing, reporting, and administration.
- Act as the escalation point for complex customer queries, claims, and issue resolution.
- Drive measurable improvements across customer service KPIs (e.g. order accuracy, response times, customer satisfaction).
- Identify and implement process and system improvements to increase efficiency and service quality.
- Manage and develop the order processing system, including user training and liaison with Group colleagues.
- Build strong working relationships with wholesalers, pharmacies, logistics, and warehousing partners.
- Act as a key internal interface across Sales, Marketing, Finance, Warehouse, Business Development, and Industry teams.
Client Success – Digital Health
- Serve as the primary point of contact for client support and engagement.
- Lead onboarding of new NHS clients, including system setup, training, and ongoing engagement.
- Support user adoption by tracking usage data and behavioural trends, working closely with Business Development.
- Conduct regular client check‑ins, business reviews, and deliver performance reporting.
- Monitor client satisfaction, engagement levels, and NPS scores.
- Proactively identify risks to retention and deliver tailored solutions in collaboration with internal teams.
- Represent client needs internally, contributing to product development and business cases.
- Support system integration and manage administrative access across platforms.
Customer Services & Client Success Manager employer: Urgo Medical UK & Ireland
Contact Detail:
Urgo Medical UK & Ireland Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Services & Client Success Manager
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. We recommend practising common interview questions and having examples ready that showcase your skills in customer service and client success. Show them you’re the perfect fit!
✨Tip Number 3
Follow up after interviews! A quick thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds. We love seeing candidates who take that extra step!
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of opportunities waiting for you, and applying directly can sometimes give you an edge. Let’s get you started on your journey to success!
We think you need these skills to ace Customer Services & Client Success Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in customer services and client success. We want to see how your skills align with our needs, so don’t be shy about showcasing relevant achievements!
Showcase Your Communication Skills: As a Customer Services & Client Success Manager, strong communication is key. Use your application to demonstrate how you’ve effectively handled complex queries or built relationships with clients. We love seeing real examples!
Highlight Your Problem-Solving Abilities: We’re looking for someone who can tackle challenges head-on. In your application, share instances where you identified issues and implemented solutions that improved customer satisfaction or operational efficiency.
Apply Through Our Website: Don’t forget 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 on joining our team!
How to prepare for a job interview at Urgo Medical UK & Ireland
✨Know Your Customer Service Metrics
Familiarise yourself with key customer service KPIs like order accuracy and response times. Be ready to discuss how you've improved these metrics in past roles, as this shows you understand the importance of data-driven decision-making.
✨Showcase Your Cross-Functional Collaboration Skills
Prepare examples of how you've worked with different teams, such as Sales or Marketing, to enhance customer satisfaction. Highlighting your ability to bridge gaps between departments will demonstrate your value as a team player.
✨Be the Voice of the Customer
Think about how you can represent customer needs within the company. Share experiences where you've acted on customer feedback to drive improvements, showing that you can advocate for clients effectively.
✨Demonstrate Your Problem-Solving Abilities
Be ready to discuss complex customer queries you've resolved in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers, showcasing your analytical skills and proactive approach to issue resolution.