Client Services Manager

4 days ago

Warrington, United Kingdom Randox Health Full time

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, permanentWorking Hours / Shifts: 40 hours per week contract. Monday to Friday (half day on Friday).Job DescriptionDue 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 satisfactionHandle escalations and service incidents — including direct involvement in complex, high-priority, or clinically sensitive casesWork directly with key clients as needed, to grow accounts and supporting Account Managers during high-pressure or challenging service scenariosProduce monthly and quarterly operational and commercial performance reports for senior leadershipOversee onboarding workflows, commercial frameworks, SLAs, SOPs, and support structure for both new and existing accountsDrive continuous improvement across support processes, commercial growth, communication flows, and internal coordinationIdentify automation opportunities and scalable service enhancementsCollaborate with clinical clients and internal teams to uphold service quality standards across the diagnostics journeyRequirementsMinimum 3 years of experience in a clinical, laboratory, or healthcare client/customer support setting using a CRM/ticketing platformAt 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 disciplineStrong understanding of working with high value clients in high-pressure environmentsConfident in monitoring service performance, interpreting KPIs, and delivering improvement plansPrevious experience working in the diagnostics/clinical pathology marketPrevious experience working in a Primary Care marketAbility to work in a multidisciplinary teamAbility to prioritise and organise workloadRandox Health is an equal opportunities employer and welcomes applications from all qualified candidates. #J-18808-Ljbffr

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