Customer Experience Specialist (Hybrid)
This is a rare opportunity to join our dynamic and fast growing Patient Experience team, working across multiple treatment categories (Weight Loss, Hair Loss).
We are looking for customer obsessed and resourceful individuals to join us to reinvent how we do customer care here at Manual.
Your goal is to create an experience so good our patients have to tell their friends about us. You'll be the first person our patients speak to and you'll advocate their voice throughout the company. You’ll also help us reinvent our patient experience tools and processes to drive efficiency and better care.
You’re someone who makes things happen despite ambiguity and can calmly handle periods of breakneck scaling and moments of chaos. You have a passion for solving real patient problems.
What you'll be doing
Helping solve our patient problems with world class service when they get in touch
Being the voice of MANUAL and working with patients to help guide them through their journey across multiple channels (phones, email, live chat)
Working closely with various teams to make sure we’re unblocking any potential barriers patients may face
Creating and improving processes that allow us to help patients in the most effective way possible
Requirements
You're good at explaining things to people and you are thoughtful in all of your interactions
You have some experience working in a customer support role within a scaling tech startup environment.
You see feedback as a gift, and constantly look for ways to improve your work and grow as a person
You're super organised, live by your calendar and know how to develop processes to make sure you never miss a beat!
You have excellent written and verbal communication
You have a "roll up your sleeves" mentality where you're willing to learn and jump into unknown situations
You are excited about healthcare and what we're building at MANUAL
You can work from our London Bridge HQ 3 days per week (Tuesday-Thursday)
How you operate
Think big - you're inspired by frighteningly ambitious solutions to big patient problems, you approach them from first principles and you have the determination to clear hurdles to get there.
Move fast - you set just the right pace, you collaborate well and you're a clear communicator that can quickly understand people's needs and help them find a solution.
Make it better - you think about the bigger picture, you have a growth mindset with yourself and others (including a healthy relationship with feedback), you're hard on problems not people and do whatever you can to help our patients.
Our hiring process
If we think you could be a great fit, we will be in touch within a few days for an initial phone call with our talent team to understand your motivation and experience
You will then be invited to an on-site group assessment where you will do brainstorming sessions, a role play task and an interview
We will get back to you with an outcome within the following 2 working days
Salary & Benefits:
Salary is up to £30,000 depending on experience
25 days holiday, plus bank holidays
Hybrid role based in London Bridge 3 days a week with lunch once a week
Private medical insurance
£400 annual Learning & Development budget
Gym & Wellness benefit with Wellhub
Annual company retreat
Cycle to work scheme
Electric car scheme
Healthy snacks & drinks in the office
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.