Customer Experience Specialist - Menopause
We’re looking for a customer experience specialist to join our female health team. We’re expanding a service which supports women through perimenopause, and menopause. We want to provide the best service to women going through this journey - and we need proactive individuals ready to support patients on all aspects outside of their clinical appointments.
Menopause is a new area of the business that we’re all incredibly excited about. Our Menopause category operates under the brand Menopause Care - led by the founder Dr Naomi Potter. Dr Potter has built a strong organic brand which we want to develop with this service.
We are looking for someone who is passionate about creating an excellent patient service experience, where patients feel supported on all aspects outside of clinical appointments. You'll be the first person our patients speak to and you'll advocate their voice throughout the company. 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 as well as design and innovation.
RESPONSIBILITIES
Being the voice of Menopause Care, helping guide women through their journey with compassion and understanding
Taking a nimble approach to problem solving, ready to help patients with a variety of questions when they get in touch
Working collaboratively within patient experience and the broader Menopause Care team to provide comprehensive service to our patients and unblock any potential barriers patients may face
Creating and improving processes that allow us to help patients in the most effective way possible
Requirements
Skilled Communicator - You're good at explaining things to people in written or verbal communication and you are thoughtful in all of your interactions
Highly Organised - You know how to stay on top of moving parts and can jump from speaking with a patient on the phone to getting to the bottom of a missing order
Growth Mindset Analytical Thinker - You don’t shy away from change or evolving processes and you are keen to make recommendations to improve the experience for our patients
Passionate and Driven - You are hungry to deliver the best support to our patients and approach new challenges with a “roll up your sleeves” mentality
Team Player - you enjoy working collaboratively and learning from your team; you have a humble attitude and are ready to jump into different tasks
Prior experience - you have some experience either in a customer support role within a tech startup environment or a healthcare environment
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 MENOPAUSE CARE
Menopause Care was founded by Dr Naomi Potter, Co-author of Menopausing with Davina McCall which won the British Book Award Prize last year. Manual and Menopause Care joined forces earlier this year with a vision to provide the best menopause treatment and support for women in the UK and beyond. She leads an exemplary team of doctors, allied health professionals and admin who are dedicated to providing the best for their patients.
Websites:
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.