Client Services Manager - Warrington– (Job Ref: 25/CSMW)
Randox Health Pathology Services is transforming diagnostics for clinicians, hospitals, and health-tech providers across the UK. Through our digital ordering and results platform, nationwide sample collection network, centralised laboratory services, and integrated courier network, we deliver a complete diagnostics service to over 1,000 clinical clients — ranging from high-volume digital health companies to local GP surgeries. This is one of the fastest-growing areas of Randox Health and continuing to expand rapidly. We have exciting new career opportunity for an
Client Services
Manager
based in Warrington.
Location:
Unit 2 Bishops Court. Warrington, WA2 8QY or Randox Health Liverpool.
Contract Offered:
Full-time, permanent
Working Hours / Shifts:
40 hours per week contract. Monday to Friday (half day on Friday).
What does this role involve?
Due to continued growth, we are seeking to recruit a Client Services Manager to lead our client support and account management team. This role is based at our Warrington office.
* Lead and manage a blended team of Client Support Executive and Account Managers (5+ direct reports)
* Monitor performance across KPIs including ticket volumes, account growth, account spend, SLA adherence, and client satisfaction
* Handle escalations and service incidents — including direct involvement in complex, high-priority, or clinically sensitive cases
* Work directly with key clients as needed, to grow accounts and supporting Account Managers during high-pressure or challenging service scenarios
* Produce monthly and quarterly operational and commercial performance reports for senior leadership
* Oversee onboarding workflows, commercial frameworks, SLAs, SOPs, and support structure for both new and existing accounts
* Drive continuous improvement across support processes, commercial growth, communication flows, and internal coordination
* Identify automation opportunities and scalable service enhancements
* Collaborate with clinical clients and internal teams to uphold service quality standards across the diagnostics journey
Essential criteria:
* Minimum 3 years of experience in a clinical, laboratory, or healthcare client/customer support setting using a CRM/ticketing platform
* At least 1 year of team management experience within a customer service/support department (5+ direct reports).
* A background in biomedical science, allied health, or a relevant clinical/scientific discipline
* Strong understanding of working with high value clients in high-pressure environments
* Confident in monitoring service performance, interpreting KPIs, and delivering improvement plans
Desirable:
* Previous experience working in the diagnostics/clinical pathology market
* Previous experience working in a Primary Care market
* Ability to work in a multidisciplinary team
* Ability to prioritise and organise workload
How do I apply?
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on the site you are seeing this advert on they will submit your CV to Randox for review. This advert may be open for as long as 30 days although we may close the advert early if we receive sufficient applicants to fill the roles.