25/CSMW - Client Services Manager
Posted 1 hour 29 minutes ago by Randox Laboratories
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 exciting new career opportunity for an 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).
What does this role involve? 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
- 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
- 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