Customer Relations Manager

Overview

We are looking for a Customer Relations Manager to work for a private medical sector client.

Location:

Hybrid (WFH and Manchester).

The client is a nationwide remote medical provider of Hormone Therapy. This role supports the Operations Director in delivering exceptional service throughout the customer journey and focuses on managing communications, handling inquiries and complaints, and driving customer success.

• Manage inbound and outbound customer calls and emails, ensuring timely and professional responses.
• Resolve customer enquiries effectively, delivering an outstanding experience.
• Handle and manage complaints empathetically, logging and tracking issues through to resolution.
• Proactively follow up with customers to ensure satisfaction and encourage retention.
• Maintain accurate records of customer progress, identifying trends and opportunities for process improvements.
• Support training and guidance for team members to ensure best practices in customer journey management.
• Work closely with the operations director to identify service improvements and implement customer success initiatives.
• Prepare and deliver regular reports on key service-level metrics and customer success outcomes.
• Monitor trends in enquiries, complaints, and feedback to support data-driven improvements.
• Support the development and improvement of processes to deliver best-in-class customer service.

• Experience in customer journey management, healthcare operations, or a related field.
• Strong organisational skills with the ability to manage multiple processes simultaneously.
• Excellent communication and problem-solving skills.
• Ability to collaborate effectively with cross-functional teams.
• Attention to detail and a proactive approach to improving operational efficiency.
• Confident handling of challenging conversations and resolving complaints.
• Familiarity with healthcare, diagnostics, or prescription management is a plus.

• Employee discount and a friends and family scheme.

Referrals and other generic job board notices have been removed to focus on the role and requirements.