Job description

Contract: Permanent, Full-time (37.5 hours per week), Monday to Friday between 8am and 6pm
Location: Home based, fully remote
Salary: £50,000 per annum

SUMMARY

As the Client Experience Manager, you will play a pivotal role in ensuring that Medigold Health’s clients have an outstanding experience with our company. You will provide leadership to the team responsible for overseeing the implementation of occupational health contracts and services, with a particular focus on the setup of new clients on our systems, the exit of clients who leave and the maintenance of client accounts. This role ensures that all processes are seamless, efficient, and compliant with relevant regulations and standards. Ensuring the team provide a positive onboarding and exit experience for clients, involving the appropriate stakeholders (both internal and external). You will need to provide regular updates to the business on current ongoing implementations, exits and any project work the team are undertaking.

MAIN OBJECTIVES

• Lead the Client Experience Team to ensure a great customer experience for our clients.
• Have a clear oversight of client implementations, exits and project work via project management methodology.
• Monitor and evaluate the effectiveness of implemented programs, making adjustments as necessary.
• Day to day management of the Client Experience Team.

SPECIFIC DUTIES

• Responsible for managing the Client Experience team to deliver multiple projects including the implementation of new clients into Medigold Health’s services. Ensuring tasks are processed in compliance with agreed company policies, within defined timescales and to the highest quality standards.
• Manage the setup of new clients on our systems, ensuring all necessary information is accurately captured and integrated.
• Oversee the exit process for clients who leave, ensuring a smooth transition and compliant data handling.
• Maintain client accounts via internal systems in accordance with agreed processes and policies.
• Continuously review processes to see if any improvements can be made to enhance the client experience.
• Deliver clear and concise project updates to core stakeholders, escalating risks and obstacles as appropriate, and in line with agreed company frameworks and escalation points.
• Collaborate with clients to understand their specific occupational health needs and tailor solutions accordingly.
• Be accountable for ensuring that all projects are clearly defined with an appropriate level of governance and that the end results meet business requirements and are fully measurable against a clearly documented project scope and agreed deliverables.
• Support the bid team as required to provide project management expertise for new bid opportunities including the creation of client implementation project plans.
• Regular team meetings to ensure productivity and effective resource management.
• Monthly meetings with internal key stakeholders to review the pipeline.
• Working in collaboration with peers, Senior Management and other key departments to focus on the customer journey, keeping abreast of changes to products, technology and company policies.
• Leading from the front, understanding, demonstrating and promoting the Company’s Genetic Code.
• Working with the team to focus on personal development plans. Sharing successes and encouraging personal development.
• Reviewing performance and productivity of team members. Identifying and supporting training needs, regularly reviewing competencies and conducting documented 1-2-1 sessions. Managing absence.
• To manage delivery throughout all stages of the project lifecycle in a timely, efficient manner and in line with agreed processes, governance frameworks & regulatory requirements Promote and enhance the Medigold Health brand to the client portfolio.

ADDITIONAL RESPONSIBILITIES & ACCOUNTABILITIES

• To participate within business projects as directed, taking ownership of the delivery of agreed actions.
• Fully comply with all Medigold Health processes and policies.
• Support the Client Relationships Director and the Chief Commercial Officer on all aspects of client requirements, as appropriate.
• Build and maintain an individual Personal Development Plan.
• Maintain and update market knowledge and commercial awareness through internal and external relationships.
• Understand, demonstrate, and promote the Company’s Genetic Code.
• Assist with induction and training of new employees.
• To comply with Data Protection Legislation and Information Security requirements, such as ISO 27001.
• General Office Duties.
• To ensure commitment to impartiality, confidentiality, integrity, and accessibility of information.
• Adhering to policy, procedure, regulatory, customer and standard requirements relating to quality, information security and environmental management systems.
• Contribute ideas and suggestions to continuously improve client experience.
• Assist with colleagues work during absences.
• Attend meetings and training sessions as required.
• Be a role model to the business and lead with motivation and a positive attitude to success, encouraging teamwork and to think outside the box.
• Any other request made by a manager or director.

REQUIREMENTS FOR THIS ROLE

• Degree level education or equivalent experience in Business, Implementation or a related field.
• Experience of managing a team.
• Passion for delivering exceptional customer service and creating a positive client experience.
• Strong communication and presentation skills – must be able to communicate efficiently (verbally, in print and via the phone) to all levels of internal and external stakeholders.
• Excellent relationship management skills – must be able to build and maintain relationships with senior managers, directors and key client stakeholders.
• Influencing – must have the ability to influence key decision makers internally and externally.
• Time & Diary Management – must be able to manage own time and diary, whilst working remotely across the UK, attending client meetings, Medigold Health sites and working from home, where appropriate.
• Excellent knowledge of Outlook, Word, Excel and PowerPoint is essential.
• The ability to work under pressure and meet multiple deadlines in line with client and business requirements.

CORE SKILLS & BEHAVIOURS

• Exemplary Customer Service skills
• Able to manage and encourage a team
• Highly Organised
• Adaptable and able to embrace change
• Time planning and priority setting
• Strong attention to detail
• Exemplary communication and presentation skills
• Demonstrate Relationship Management skills
• Decisive Thinker
• Project Management experience
• Ability to influence
• Strong problem solving and analytical skills
• Flexible
• Ability to multitask and prioritise
• Responsible
• Well Organised
• Professional in appearance and approach
• Proactive
• Trustworthy and Honest
• Calm under pressure
• Willing to learn new skills
• Efficient
• Enthusiastic and Proactive
• Possess a positive can-do attitude