Customer Service Manager

Work Environment

• This position is work from home based in London or South UK. Travel will be required at least one day per week to client sites.
• Working Hours: Total 37.5 actual working hours per week, or 7.5 hours per day (not including a 1 hour break).

About this Role

The Diagnexia Customer Service Managers’ role will be responsible for ensuring a high level of customer satisfaction by providing excellent customer service, building strong relationships with key stakeholders, and continuously improving customer service processes. The manager also interacts with the UK lab team and case control team and works closely with cross-functional teams to ensure a seamless customer experience

Responsibilities:

• Act as the primary point of contact for customer inquiries and complaints, working to resolve customer issues promptly and efficiently.
• Build and maintain strong relationships with key stakeholders in NHS sites, including clinical and IT personnel, ensuring that customer needs are met and exceeded.
• Collaborate with cross-functional teams, such as sales, product, and technical support, to ensure a seamless customer experience.
• Monitor customer feedback and develop strategies to improve customer satisfaction and loyalty.
• Develop and implement customer service policies and procedures to ensure consistency and quality of service.
• Analyze customer data and feedback to identify trends and potential improvements.
• Participate in regular training of sites and provision of demonstrations of the software, partaking in site development activities to stay up-to-date on product releases and to consistently offer a high level of customer service.
• Contribute to the development of marketing and promotional strategies for the UK as needed.
• Assist with initial UKAS accreditation and maintenance of accreditation.
• Managing part of the Customer Service team, including:

○ Line management of team members

○ Identification of resourcing needs and hiring of new team members where necessary

○ Motivate and develop teams to improve customer service and implementation process

○ Ensuring training and effective onboarding for new employees in collaboration with Team leads and HR Director.

• Training required for the role, may include ISMS, GLP, DocuSign and GDPR awareness.

Required Skills and Experience:

• Knowledge in the digital pathology field will be a distinct advantage
• 1-2 years’ experience managing a Customer Service team
• Strong experience in data management and analysis
• Degree in a scientific field
• Ability to work tactically and respond dynamically to any troubleshooting requirements.
• Experienced user of Excel with proficiency in the use of MS Office tools
• Proficient numerical ability to record, interpret and analyze data
• Excellent understanding of clerical principles, such as proper organization of important documents
• Superb decision-making and critical thinking skills

What are the benefits of working with Diagnexia?

• Competitive salary with performance based annual increments.
• Healthcare benefits
• Competitive annual leave
• A true sense of meaning in your work by contributing to better patient outcomes.
• The opportunity to work alongside a world-class high performing team in a hyper-growth startup environment.
• A chance to work on exciting,challenging and unique projects.
• Regular performance feedback and significant career growth opportunities.
• A highly collaborative and supportive multi cultural team.

About the Company

Diagnexia, a subsidiary of Deciphex: Accelerating Certainty and Pioneering Pathology Services.

Diagnexia, a leading provider of pathology services, operates as a subsidiary of the parent company, Deciphex. Established in Dublin in 2017, Deciphex has rapidly expanded to become a global team of over 230 professionals, offering innovative software solutions to address the pathology gap in both research and clinical areas. With a mission to accelerate the drug development process and provide timely, accurate diagnoses for cancer patients, Deciphex has established a strong presence through its offices in Dublin, Exeter, Oxford and Chicago.

As part of the Deciphex family, Diagnexia leverages its expertise to provide cutting-edge diagnostic solutions to healthcare organizations worldwide. Our cloud-based platform enables hospitals to easily and rapidly send cases for a consultation to our team of expert subspecialists. We are dedicated to improving patient outcomes and helping healthcare organisations stay at the forefront of the industry.

We are software developers, clinical specialists, AI engineers, operations professionals and so much more, all working as one team to support our customers and patients. Our team culture is built on trust. We give our team the space they need to deliver results and the environment to ensure they can enjoy doing it.

We are looking for highly motivated individuals who are excited to take on challenges and value making a difference in their day-to-day work. This is a unique opportunity to make a difference in the emerging Digital Pathology field.

Diagnexia is an equal opportunities employer and we are committed to the principle of equality. All qualified applicants will be considered for employment without regard to age, race, religious beliefs, political views, gender identity, affectional or sexual orientation, national origin, family or marital status (including pregnancy), disability, membership of the travelling community or any other classification protected by applicable law.