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Seize the rare opportunity to impact healthcare on a significant scale by joining MANUAL, a rapidly expanding healthtech startup reinventing patient-first outcomes.
Overview
Salary No salary declared 😔
Location London, Greater London, United Kingdom - Hybrid
Nomad Friendly? 
Expires Expires at anytime
MANUAL is a forward-thinking company in the healthcare sector that uses exciting strategies like artificial intelligence to manage treatment options for health conditions like hormonal imbalance, obesity, and hair loss. With operations in both the UK and Brazil, we are reaching over 500k patients. As a customer experience leader, you will primarily manage a team of 10, leading operational performance and coaching your team members to meet their potentials. Important tasks include developing cross-functional projects to augment patient experience, oversee core performance metrics such as patient onboarding and retention rates, and analyze and optimize the team’s performance.
Role Requirements:
- Experience highly desirable in Customer Experience, Service roles or customer-facing roles.
- At least 2 years of experience managing a team is essential.
- The ability to work cross-functionally with key stakeholders.
- Familiarity with business and commercial metrics to evaluate your work's effectiveness.
- A strong desire to learn and contribute to team success.
Application Process:
- You must be able to work from London HQ for at least 3 days per week.
- A passion for team development is crucial.
- Access to a variety of benefits such as share options, private medical insurance, learning and development budget, and wellness benefits.
- Join in the early stages of one the most promising startups in the health and wellness industry.
We’re looking for an ambitious and motivating leader to join our Patient Experience Team and drive patient-first outcomes. You’ll lead one of our growing teams across Testosterone Replacement Therapy, Weight Loss or Hair Loss and drive your team to continuously improve our patient’s experience at every step of their health journey with us.
What you’ll do Lead a team - Manage a customer/patient support team of 10, drive operational performance to meet KPIs around speed and quality. Provide ongoing coaching, feedback, and 1:1 support to help team members reach their full potential. Drive projects - Identify areas of improvement and work cross-functionally to deliver projects that improve patient experience. This can include working with CRM to optimise our communication with patients, work with our Tech team to deliver new self-service features on the website/app, launch a new metric or improve our ways of working. Own core metrics - Own high impact metrics such as onboarding of new patients, retention, SLA adherence, CSAT scores. Analyse & Optimise – Monitor and analyse team performance, identifying opportunities for continuous improvement. Champion Compliance & Safeguarding – Work closely with our Compliance Team to uphold the highest standards in patient care and service quality.
Who you are People-led - Whether it’s customers, patients or your team - you’re focused on fostering a culture that puts people at the heart of what it does. Data-Driven - You seek to understand why something happened and dive deep into data to see where we can improve High ownership - You take on projects and lead them to completion Mission Led - You are excited about improving people’s lives and having a key impact on their positive patient experience. Empathetic - You take time to understand other people’s experiences, help them feel comfortable and support them throughout their journey. A Natural Leader - You communicate clearly, motivate your team and contribute to key decision-making. Champion of Feedback - You’re comfortable giving and receiving feedback and foster an environment of continuous improvement.
Job requirements Experience working in a Customer Experience/Service role, in Patient Experience or in a Customer-facing role 2+ years experience managing a team Experience with working in broader cross-functional teams with key stakeholders Familiarity with business and commercial metrics to measure the impact of your work. Familiarity with Customer Service metrics to measure the impact of your team A strong desire to learn and to contribute to the team’s work and success A passion for developing your team Ability to work from our London HQ London Bridge 3 days per week
BENEFITS Share option scheme Private medical insurance £400 annual learning & development budget with Learnerbly Gym & wellness benefit with Wellhub Hybrid role based in London Bridge 3 days a week with lunch once a week Cycle to work scheme Electric car scheme 25 days holidays and generous parental leave & flexible working policies Annual company retreat A fun and friendly working environment with sharp and motivated co-workers Join in the early stages of one of the most promising start-ups in the health & wellness space
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.
