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Customer Experience Specialist



Posted over 30 days ago...

Join the forefront of digital healthcare with MANUAL and revolutionize patient care in an inclusive and progressive workplace.


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London, England, United Kingdom - Hybrid

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Expires at anytime

At MANUAL, we are at the cutting-edge of digital healthcare, striving to improve the quality of life for individuals across the UK, Brazil, and beyond. Our focus on conditions such as hormonal imbalances, obesity, and hair loss positions us as a leader in the healthcare industry. As an innovative company, we are dedicated to expanding healthy living for our patients with our comprehensive digital clinic services.

  • Be the compassionate voice of MANUAL, directly interacting with and supporting our customers and patients.
  • Handle inquiries and resolve issues across various contact channels, ensuring high customer satisfaction.
  • Guide customers through online registration and order processing, and provide order updates.
  • Prior customer service experience, preferably in a digital environment.
  • Strong communication, empathy, and interpersonal skills.
  • Experience in health, wellness, hospital, pharmaceutical, or digital sectors is advantageous.

MANUAL offers an array of benefits, including share options, private medical insurance, weekly meals, a personal development budget, gym and wellness benefits, an annual company retreat, and environmentally-friendly transport schemes. We champion diversity and are committed to creating an inclusive environment for all employees.

Candidates must have the Right to Work in the UK and be able to work from our Bermondsey office three days a week.

We are MANUAL, a healthcare company with a 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. We are looking for a motivated and empathetic individual to join our Customer Experience team.

The role entails being the voice of MANUAL for our customers and patients, helping to solve their problems and answering their questions, as well as being an advocate for our customers and patients across the business. You will be responsible for responding to customers across all contact channels and maintaining strong customer satisfaction. You will also assist customers with their online registration and order processing, and communicate with them about their orders.

Job requirements include customer service experience ideally in a digital capacity, excellent communication skills, high level of empathy and strong interpersonal skills. Previous experience in the health, wellness, hospital, pharmaceutical or digital industries is a plus.

We offer benefits such as a generous share option scheme, private medical insurance, free breakfast and lunch once per week in office, £400 annual Learning & Development budget, Gym & Wellness benefit with Wellhub, Annual company retreat, Cycle to work scheme, Electric car scheme, and Healthy snacks & drinks in the office.

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. We believe that a diverse and inclusive workforce is essential to our success.

Please note that you must have the Right to Work in the UK on an unlimited basis as we are unable to offer sponsorship at this time. You must also be able to work from our offices in Bermondsey 3 days per week (Tuesday-Thursday).


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