At a Glance
- Tasks: Lead a dynamic Customer Services team and ensure client success for NHS Trusts.
- Company: Join Urgo Medical, a certified Great Place To Work® focused on innovative healthcare solutions.
- Benefits: Enjoy a meaningful career with competitive pay, growth opportunities, and a supportive culture.
- Other info: Be part of a family-owned company with a long-term vision and international presence.
- Why this job: Make a real impact in healthcare while developing your skills in a fast-paced environment.
- Qualifications: Experience in customer service management and strong leadership skills are essential.
The predicted salary is between 40000 - 50000 £ per year.
Do you want to give meaning to your career and play a key role in a fast-growing company, certified Great Place To Work®, and innovating to improve patients’ health? Join us at Urgo Medical as the Customer Services & Client Success Manager!
Are you looking for a company where your work has meaning, where you can make a real impact and learn every day? At Urgo Medical, we believe innovation can transform lives. Our mission: to help patients heal faster and better, through cutting-edge products and innovative digital services. Some wounds are severe, can become chronic, or may become infected, causing pain and isolation. We take on this challenge every day by developing solutions that accelerate healing and by leading ambitious projects, such as our goal to create the world’s first artificial skin!
Urgo Medical is also a unique company: French, family-owned (we focus on a long-term vision and put our teams at the heart of our success), the most dynamic in its sector (+10% in 2024), and international (present in 17 countries). By joining us, you will discover our mission, our foundation, our commitment to local industrialisation, and the authentic energy of our teams. At Urgo Medical, we have many strengths: industrial, R&D, commercial... and all of them are essential. If you want to combine passion, impact, and innovation, this position is for you!
Customer Services & Client Success Manager Role
We are looking for an experienced Customer Services & Client Success Manager to lead our Customer Services function while also owning client success for NHS Trusts using our digital health applications. This is a hands‑on role combining operational excellence, people leadership, and external client engagement. You will ensure a seamless end‑to‑end customer journey; 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
- Customer Services Leadership
- 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
Skills, Experience & Attributes
Essential Experience
- Proven experience in Customer Service Management, Customer Success or Account Management
- Demonstrated experience leading and developing teams in a fast‑paced environment
- Strong written communication skills and proven analytical capability to interpret data and performance trends
Key Skills & Capabilities
- Strong, confident leadership style with the ability to inspire and develop others
- Excellent communication and relationship‑building skills across all levels
- Highly customer‑centric, with a solutions‑focused mindset
- Strong organisational skills and ability to balance operational and client‑facing priorities
- Proactive problem‑solver with the confidence to challenge and improve ways of working
- High levels of professionalism, integrity, and accountability
- Confident using and quickly learning new systems and technologies
Technical Skills (Desirable)
- Experience with SAP, Microsoft Office Suite, Power BI, or Notion
About URGO Group
Urgo Medical is part of the French family-owned URGO Group. URGO has two main businesses: Urgo Medical, and Urgo Healthcare, whose mission is to treat everyday ailments. With a turnover of €870 million in 2024, URGO employs over 3,600 people, all committed to fulfilling our healthcare mission.
Did you know? The founder of the group, Hervé Le Lous, shares his entrepreneurial experience and his management vision on Instagram, a great way to discover URGO’s company culture.
Urgo Boss (@urgo_boss) • Photos and videos on Instagram
Urgo Medical is officially certified Great Place to Work®! This recognition is based on employee feedback and reflects a culture of trust, care, and commitment. Join Urgo Medical and help build an environment where everyone can thrive.
Customer Services & Client Success Manager in Leeds employer: Urgo Medical Uk & Ireland
Urgo Medical is an exceptional employer that prioritises meaningful work and employee growth within a dynamic, family-owned environment. With a commitment to innovation in healthcare and a culture certified as a Great Place To Work®, employees enjoy a supportive atmosphere that fosters collaboration and professional development. Located in a fast-growing sector, Urgo Medical offers unique opportunities to make a real impact on patients' lives while being part of a passionate team dedicated to transforming healthcare.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services & Client Success Manager in Leeds
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those at Urgo Medical. A friendly chat can open doors that a CV just can't.
✨Tip Number 2
Prepare for interviews by researching Urgo Medical's mission and values. Show us how your passion aligns with our goal of improving patients' health!
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience in customer service and client success makes you the perfect fit for our team.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed and shows us you're serious about joining our mission.
We think you need these skills to ace Customer Services & Client Success Manager in Leeds
Some tips for your application 🫡
Show Your Passion:When writing your application, let your enthusiasm for the role shine through! We want to see how your passion for customer service and client success aligns with our mission at Urgo Medical.
Tailor Your CV:Make sure to customise your CV to highlight relevant experience that matches the job description. We love seeing how your skills can contribute to our innovative team!
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so make sure your key achievements and experiences are easy to spot!
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 get you on the path to joining our fantastic team.
How to prepare for a job interview at Urgo Medical Uk & Ireland
✨Know Your Stuff
Before the interview, dive deep into Urgo Medical's mission and values. Understand their innovative products and how they aim to improve patient health. This knowledge will not only impress your interviewers but also help you align your answers with their goals.
✨Showcase Your Leadership Skills
As a Customer Services & Client Success Manager, you'll need to demonstrate strong leadership. Prepare examples of how you've successfully led teams in the past, tackled challenges, and improved customer satisfaction. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Be Data-Driven
Urgo Medical values analytical skills, so be ready to discuss how you've used data to drive improvements in customer service or client success. Bring specific metrics or KPIs you've worked with, and explain how you interpreted them to make informed decisions.
✨Engage with Questions
At the end of the interview, don’t forget to ask insightful questions. Inquire about their current challenges in customer service or how they measure client success. This shows your genuine interest in the role and helps you understand if it's the right fit for you.
