We are looking for an exceptional customer experience leader to join as maternity cover for 12 months as Head of Service. This is a crucial role in the organisation, leading teams across each of our key treatment areas and ensuring that all our patients get the support they need throughout their treatment journey, through value-led touchpoints and meaningful conversations. This is a role with visibility across the organisation and high impact from day one, both internally and on our patients lives.
RESPONSIBILITIES
Lead and develop a high functioning and best in class service team (of approximately 50 colleagues), continually improving efficiency and quality to support our strategic goals and ambitious growth
Own and deliver key patient success metrics
Foster a positive culture of putting our patients at the heart of everything we do, within your team and across the organisation
Design and deliver journeys centred around giving patients the support they need at key moments to get the most out of their treatments
Coach and develop our team leads to reach their full potential as effective people managers
Conduct regular analysis of customer insights and data to continually improve our approach
Develop customer engagement initiatives to foster long-term relationships and increase retention and improve outcomes
Bring operational excellence to diverse, patient facing teams, driving efficiencies and improving our service delivery
Bring strong capacity planning to help our team and business scale
Stay updated on industry trends, emerging technologies, and best practices to drive innovation and maintain a competitive edge
Requirements
You have a proven track record in a customer experience or customer service role, ideally in a scaleup or the healthcare industry
You have led high performance teams and are able to coach, train and inspire teams to deliver their best
You are a strong collaborator who is able to influence across teams and levels
You have a bias for impact and outcomes and use data to ruthlessly prioritise
You have a good understanding of ecommerce and/or subscription models
You are confident working with data and senior stakeholders
You are an excellent communicator
You won’t be afraid to get stuck in and lead by example
ABOUT MANUAL
MANUAL delivers healthcare at scale thanks to its comprehensive digital clinic. Our ambition is to extend the healthy years of lives for a large part of the population in the UK, Brazil, and beyond focusing on life-impeding conditions like hormonal imbalance, obesity and hair loss.
MANUAL has steadily grown since inception and is now serving 500k+ patients, across 2 geographies. We are centralising the diagnosis, custom medications, doctor specialist services, behavioural change and fully vertically integrated management of the treatment journey, under one roof and consumer brand.
We’re destigmatising how people approach their health by offering easy access to diagnostics, a holistic range of treatments, ongoing care and medical advice, as well as a community to help proactively improve one’s health and wellbeing. A place that didn't exist until now.
Innovating on healthcare delivery, MANUAL provides patients with engaging treatment plans generating superior clinical outcomes: 90%+ of patients see an improvement in their Quality of Life (QoL) within 6 months. Our ambition is to extend the healthy years of lifespan for a big part of the population in the UK, Brazil and beyond,
After a $30 million Series A round, we are on a mission to build one of the most impactful teams in the healthcare space. We are looking for incredibly ambitious, entrepreneurial, driven and fun people to join us as we accelerate our growth and expansion. This is an exciting time to join the UK’s fastest-growing healthtech and help supercharge our mission.
Websites:
EQUAL EMPLOYMENT OPPORTUNITY
Menwell Limited, trading as MANUAL, is an Equal Opportunities Employer. We are committed to equal employment opportunities regardless of gender and gender reassignment, age, disability, race, religion or belief, sex and sexual orientation, pregnancy and maternity, marriage and civil partnership. We base all our employment decisions on merit, job requirements and business needs. This applies to all decisions related to hiring, training, remuneration, promotion and discipline.
We believe that a diverse and inclusive workforce is essential to our success. We are committed to creating an environment where everyone feels welcomed, valued and respected, regardless of their background, identity or beliefs. We believe that Inclusion, Diversity, Equity and Accessibility (IDEA) is essential to our ability to offer the best possible health outcomes to our patients and customers.
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