Customer Care Manager

Job title: Customer Care Manager

Reports to: Chief Operations Officer

Location: Remote based with the occasional need to travel to HQ located in Cardiff

Contract Type: Full-Time/Permanent (Part-Time considered on a 3 to 4 days a week basis)

At Concepta Diagnostics, we aim to give every MyHealthChecked customer their test results first time, in the time we promise. We do this by providing a great customer journey, which we support with the provision of personal and supportive customer services.

Using our customer interactions to provide excellent service and inform the improvements in our products and services will be the primary aim of Concepta’s Customer Care Manager. The successful candidate will gather product feedback from our customers, and will inform the Senior Product Manager to support the implementation of changes to our tests and our digital platform to continually improve the testing experience, and our marketing and digital teams to improve the information that we have available on our website and literature.

The Customer Care Manager will also lead and develop the Customer Care function at Concepta to make sure our team can deliver for our customers optimally, so that customers leave their interactions having had a positive experience with us. This encompasses training on our communication protocols, products, platform and Zendesk, along with providing oversight of customer interactions, optimising processes, and being the principal advocate for the customer within the management team. The role is central to supporting the company’s growth and reputation, and the successful candidate will drive team performance and continuously enhance customer success throughout the journey.

Key responsibilities:

• Drive customer success by leading in the resolution of customer journey issues, working closely with the operations team and laboratory suppliers to address any short-term issues, and contribute to longer term solutions
• Collate customer feedback and share this with the Product and Marketing teams to ensure we are optimising our range and the associated customer journey.
• Implement, optimise, and continuously improve processes and communication protocols to enhance customer satisfaction and efficient resolution.
• Serve as the first escalation point for customer care agents, triaging and resolving complex or sensitive issues.
• Named Zendesk super-user, optimising the platform to ensure maximum efficiency and value for Concepta.
• Manage a small, specialist team of customer care agents, fostering a culture of excellence and accountability.
• Lead and monitor the team’s performance against KPIs, including customer feedback platforms such as Trustpilot.
• Continuously evolve training guides and information repositories, ensuring team readiness and adherence to the highest standards.
• Act as the principal voice of the customer within the management team (MT), preparing and delivering insightful action orientated customer-focused reports and information packs.
• Work with retail partners to advise on optimal requirements and processes.
• Maintain thorough documentation and take ownership of key operational documents in the Quality Management System (‘QMS’), contributing to the QMS by ensuring processes meet regulatory and industry standards.

Experience & Knowledge:Essential:

• Direct to Consumer (B2C) customer care management within a consumer healthcare role
• Knowledge and experience of diagnostic testing and accompanying digital results, or provision of a medical/clinical outcome via a digital process (beyond COVID-19)
• 5+ years’ experience in a customer care leadership role, managing a small and specialised team.
• Track record of implementing and optimising customer care processes and tools, including advanced use of Zendesk.
• Experience handling complex customer escalations and driving measurable improvements in customer satisfaction and success.
• Exceptional communication and problem-solving skills.

Desirable:

• Previous experience in the complex consumer diagnostics or healthcare industries.
• Understanding of laboratory and clinical workflows.
• Experience with regulatory requirements in a diagnostics or healthcare environment, ideally ISO 13485
• Exposure with patient safeguarding and GDPR.
• Experience collaborating with large retailers.

Person Specification:

• Solutions-focused problem solver
• Self-starter who works confidently with changing needs and acts with own initiative
• Ethical, with a commitment to safeguarding, governance and compliance
• Empathetic and patient, with commitment to helping people through a testing and digital process (many of whom lack confidence using digital tools)
• Strong organisational skills, with the ability to manage both strategic initiatives and day-to-day operations.
• Proactive, adaptable, and adept at multitasking in a fast-paced environment.
• Results-focused, capable of navigating the challenges of working in a small, driven and ambitious team.

Closing date:

Sunday 5th January, 2025

Concepta Diagnostics/MyHealthChecked is committed to encouraging equality, diversity and inclusion among our workforce. The aim is for our workforce to be truly representative of all sections of society and for each employee to feel respected and able to give their best.