Job Title: Customer Relationship Manager
Location: Basildon
Salary: £45,753 – £53,168 (dependent on experience)
Job type: Full time, Permanent
Pathology First was formed in 2014 and is a joint venture between Southend University Hospital NHS Foundation Trust, Basildon and Thurrock University Hospitals NHS Foundation Trust and private sector partners – Integrated Pathology Partnerships (iPP). Pathology First delivers full laboratory services to a population of 750,000 patients and over 100 GP practices in the South East.
iPP is a wholly-owned subsidiary of SYNLAB, the European leader in delivery of high quality pathology testing and imaging services. SYNLAB operates in 30 countries across four continents and carries out about 450 million tests per annum.
The Role
We are currently recruiting for an enthusiastic Customer Relationship manager to join our team at Pathology First/ SYNLAB. This is an essential role within the organisation.
You will be expected to provide expert knowledge, strong commercial awareness to build effective relationships with key leaders and customer organisations. You will provide service analysis and advice for developments and quality improvements for the current services and also prospective contracts with particular reference to operational capacity, impact and requirements, risk and feasibility.
Duties will include:
You will be working in conjunction with the General Manager to lead on Customer Relationship Management for Pathology First/ SYNLAB UK to:
- Monitor performance against contracts and ensure swift resolution of issues as they arise
- To be the key contact liaison point for both existing and prospective service customers regarding contract management and issues arising, with responsibility for working with other managers to resolve issues where possible or escalate outstanding concerns
- To have a good understanding of trends in the pathology diagnostic market and factors that influence the marketplace and advise senior managers within Pathology First accordingly to achieve strategic business objectives
- To advise on and monitor key performance indicators (KPIs) and prepare internal reports on contract performance as required
- In conjunction with relevant Operations Managers to design and implement workflows and procedures to integrate new business into and across the pathology disciplines
- To support the Directors and Senior Management Team in implementing the business objectives to enable delivery against the organisation’s strategic plans
The Candidate:
- Customer and relationship management skills, with necessary communication skills and credibility, obtained preferably within a senior healthcare setting
- Awareness of scientific developments and modern technology in pathology and how they may influence the future of pathology
- ILM level 2/3 management qualification or equivalent
- Educated to degree level with substantial experience of applying advanced skills in relationship management, analysis of complex situations and data including financial information, review and development of innovative solutions to complex problems
- Expert knowledge of computer applications and LIMS including Procurement systems, Word, Excel, PowerPoint, Access and Statistical Packages
- Excellent commercial skills with proven track record of delivering profitable growth
- Experience in ‘lean’, Prince 2 or other change methodology
Please click on the APPLY button to send your CV for the role.
Candidates with the relevant experience or job titles of; Service Delivery Manager, Client Services Manager, Client Relationship Manager, Customer Service Team Leader, Service Delivery Team Leader, Client Relationship Officer, Customer Service Representative, Client Service, Customer Relationship Consultant may also be considered for this role.
