Customer Services Manager - Medical Devices / Healthcare

Diabetescare
York
2 months ago
Applications closed

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Job Title: Customer Services Manager
Location: UK Office - Escrick, York
Salary: Up to £40,000 per annum + 20% Bonus (dependant on experience).
Job type: Full time, Permanent
Working Hours: Monday to Friday (09.00 - 17.00) with some flexibility according to the needs of the business.
At mylife Diabetescare, we're transforming the way people manage diabetes. Our innovative mylife Loop Hybrid Closed Loop (HCL) system and leading-edge technology partners are empowering patients and healthcare professionals to achieve better outcomes and greater freedom.
As we continue to grow across the UK, we're looking for a Customer Service Manager who can lead and inspire our team to deliver an exceptional experience for both patients and healthcare professionals.
Please note that this company does not offer sponsorship and therefore candidates must have the legal right to live and work in the UK to be considered for this role.
About the Role:
In this role you will lead our customer service operations - driving excellence across order processing, fulfilment, and patient support. You'll be responsible for managing both front-of-house and back-of-house teams, ensuring smooth workflows, regulatory compliance, and a consistently high-quality experience for our users.
You'll bring strong leadership, a strategic mindset, and a passion for improving the customer journey in a fast-paced, regulated environment.
Key Responsibilities:
Lead and motivate customer service teams to deliver outstanding patient and healthcare professional support.
Oversee daily operations including order processing, consumable fulfilment, and complaint resolution.
Monitor and enhance the full customer journey - from onboarding through to retention.
Drive continuous improvement using data insights, performance metrics, and feedback.
Manage relationships with external logistics and service providers to ensure quality and reliability.
Ensure all processes align with healthcare, data protection, and quality standards.
Deliver and support team training, development, and performance management.
About you:
Essential Requirements:
Proven experience managing customer service teams within healthcare, medical devices, or another regulated industry.
Confident communicator and relationship-builder, comfortable engaging with senior stakeholders.
Analytical mindset with strong Excel and CRM system skills (experience with Business Central or Monday.com an advantage).
Strategic, organised, and detail-oriented, with a focus on continuous improvement.
Compassionate and patient-focused with a genuine desire to make a positive impact.
Benefits:
£40,000 depending on relevant experience
20% bonus (based on company and personal KPIs)
Company pension (10% employer / 5% employee contributions)
Life Assurance
Optional Private Health Insurance
25 days annual leave (plus BHs)
Free onsite parking and EV Charging.
Opportunities for growth and training.
If you're ready to take on an exciting challenge and join a team in a supportive, collaborative team focused on innovation and patient outcomes and enjoy a varied, rewarding field role where no two days are the same, please click the APPLY button to send your CV in for immediate consideration.
Candidates with experience or relevant job titles of: Customer Service Manager; Customer Experience Manager; Healthcare Services Manager; Customer Operations Manager may also be considered for this role.

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