Digostics Limited is at the forefront of transforming diabetes detection with our innovative GTT@home solution. Our mission is to revolutionize the provision of the Oral Glucose Tolerance Test (OGTT) by bringing it directly to patients' homes. Our patented home testing platform provides the same level of accuracy as clinic tests without the associated logistical challenges, increasing compliance and enabling earlier clinical intervention. Our service is patient-centred, leveraging cutting-edge technology and user-friendly design to ensure ease of use and reliability.
Job Description
We are looking for an experienced Customer Services Manager to lead and optimise our customer service operations. This role involves managing the relationship with our outsourced customer service team, ensuring high service levels, and driving continuous improvement in customer interactions. The Customer Services Manager will oversee patient support, including handling inbound inquiries regarding GTT@home and ensuring effective follow-up with patients who have not completed their tests.
Duties and Responsibilities
* Outsourced Customer Service Management: Oversee and manage the relationship with our outsourced customer service team, ensuring they meet performance and quality standards.
* Service Quality & Compliance: Ensure customer service operations align with regulatory requirements, including those applicable to IVDs and medical devices.
* Patient Support Oversight: Monitor and improve processes related to patient follow-ups for incomplete tests, ensuring a high completion rate and positive user experience.
* Performance Monitoring: Implement KPIs and reporting structures to assess customer service performance, identifying areas for improvement.
* Escalation Handling: Act as the primary point of contact for escalated patient and healthcare provider inquiries, ensuring prompt and effective resolution.
* Process Improvement: Continuously refine workflows and support materials to enhance efficiency and service quality.
* Training & Development: Provide guidance and training to the outsourced team to maintain high service standards and regulatory compliance.
Required Skills/Experience
* Proven experience in customer service management, ideally within the IVD, medical device, or healthcare industry.
* Excellent communication and stakeholder management skills, with the ability to engage effectively with patients, healthcare providers, and internal teams.
* Strong problem-solving abilities, with a focus on enhancing service delivery and patient experience.
* Experience working in a hybrid environment, balancing office-based and remote responsibilities.
* Comfortable using customer service software (experience with Zendesk or similar platforms is a plus).
Preferred Experience
* Experience managing outsourced customer service teams and ensuring service quality.
* Familiarity with regulatory requirements relevant to medical devices and IVDs.
* Positive, responsible, can-do, team worker; Needs to understand the importance and full potential of this product.
* Needs to be able to work effectively in a small, supportive and effective team with high expectations.
* This is a great opportunity for a candidate who is looking to take on a new challenge with fantastic career progression prospects.
Seniority level
Mid-Senior level
Employment type
Full-time
Industries
Medical and Diagnostic Laboratories
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