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)
Salary & Package: £35k-£40k + Benefits Package
At Concepta Diagnostics, our priority is to give every MyHealthChecked customer full and correct test results first time, in the time we promise. We do this by providing high quality testing, with a great customer journey, supported by professional and supportive customer services that embody our core values of Trust, Respect, Customer-first, and Responsibility.
We are a small team in a fast-paced organisation, and we strive for better results and constant improvement. Delivering high quality customer interactions in a timely fashion, supporting excellent service delivery, retaining our external reputation, and communicating customer issues to internal stakeholders, will be the primary deliverables of this role.
The Customer Care Manager will lead and develop the Customer Care function at Concepta to ensure our team delivers for our customers optimally. As a seasoned customer care professional – leading by example to demonstrate excellence – the role will ensure customer interactions are efficient and positive. Effective delivery will require experience in the optimisation and review, implementation and training of processes, communication protocols, products, digital platform and Zendesk.
The successful candidate will gather product feedback from our customers and communicate this effectively to the Senior Product Manager. This will help to inform improvements in our user experience and will support efficiency and cost-effectiveness internally. The role will also manage an orderly database of support queries and ensure that helpful information is readily accessible to our customers, and will work with the Marketing team to support effective customer communication and support messaging such as ‘FAQs’ and ‘Help’ tools.
This 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, whilst advocating for the customer at all times.
Key responsibilities:
* Lead in the resolution of customer journey issues, working closely with the operations team and laboratory suppliers to address any short-term issues quickly
* Triage and resolve complex or sensitive issues, escalating to Senior Management where appropriate
* Lead initiatives to drive positive customer reviews and respond to these online, with priority on Trustpilot and Google
* Interact with customers via social media platforms, with time of the essence
* Lead and monitor the team’s performance against KPIs
* Collate customer feedback and share this with the Product and Marketing teams to ensure effective improvements
* 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
* Implement, optimise, and continuously improve processes and communication protocols to enhance customer satisfaction and efficient resolution
* Managing customer care resource within budget, and fostering a culture of excellence and high accountability
* As a Zendesk super-user, optimising the platform to ensure maximum efficiency and value for Concepta
* Continuously evolve training guides and information repositories, ensuring team readiness and adherence to the highest standards
* 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:
* 5+ years of D2C customer care team leadership as part of a small team within a consumer healthcare role
* Experience in guiding complex medical processes or in diagnostic testing and accompanying digital results, or provision of a medical/clinical outcome via a digital process (beyond COVID-19)
* Experience with regulatory requirements in a diagnostics or healthcare environment, ideally ISO 13485
* High level understanding and experience with GDPR protocols
* 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
* Thrives in a small team environment, balancing leadership responsibilities with direct customer interactions, ensuring both strategic oversight and hands-on problem-solving.
Desirable:
* Understanding of laboratory and clinical workflows
* Experience collaborating with large retailers
* Understanding of patient safeguarding best practice
Person Specification:
* Confident and effective communicator who is decisive and prioritises customers and stakeholder communicator
* Results-focused problem solver, obsessed with the best customer outcome
* Strong organisational skills, with the ability to manage daily operations whilst planning ahead
* Performance focused and hungry for accountability
* Self-starter who works confidently with changing needs and acts with own initiative
* Empathetic and patient, dedicated to helping people through a testing and digital process (many of whom lack confidence using digital tools)
* Ethical, with a commitment to safeguarding, governance and compliance
Closing date:
Sunday 2nd March, 2025
Concepta Diagnostics Limited is committed to equality of opportunity. Anyone will be considered for a role within our business, and we will welcome applications from all candidates regardless of background.