Customer Success Agent Location: Manchester - Office based Hours: Monday to Friday, 37.5 hours/week Salary: £25,000 basic salary benefits Permanent/Full time About the role? Are you passionate about delivering excellent customer service while helping businesses grow? We're looking for a Customer Success Agent to join our client's team in Manchester. This role sits at the heart of the customer experience. You'll support customers through inbound calls, proactive outreach and account management, ensuring healthcare sector organisations receive the support they need while strengthening long-term relationships. The role has recently evolved to focus more on inbound customer support and meaningful customer conversations, rather than high-volume outbound calls. You'll spend time building relationships with existing customers, encouraging self-serve online ordering, and ensuring their orders and deliveries run smoothly. Why should I apply? Join a business within the hospital and health care industry that goes beyond just supplying products - it builds genuine partnerships with its customers to improve outcomes. The company is clearly on a journey of growth and positive change, with investment in people, technology and a refreshed internal sales function. That combination of purpose, progression and the chance to contribute to something meaningful makes it exciting to be part of a team that's evolving and making a difference in the care sector. What you will be doing? In this varied and customer-focused role, you will: Manage inbound customer calls, resolving queries and providing order updates. Proactively contact existing customers to ensure deliveries and products meet their needs. Encourage customers to set up and place orders through the online self-serve platform. Carry out customer outreach calls to build relationships and strengthen engagement. Introduce new customers to the business and support them with onboarding and account setup. Run targeted email and phone campaigns promoting key product offers and discounts. Manage a portfolio of smaller customer accounts and provide tailored support. Identify opportunities to upsell or cross-sell products where appropriate. Prepare quotes and follow up with customers to maximise conversions. Support customers with orders, queries, returns, and credits. Work closely with internal teams including Sales, Marketing, Operations and Finance. Maintain accurate records within the CRM system. What will you ideally bring to the role? Experience in customer service, sales or account management. Confidence speaking to customers on the phone. Strong communication and relationship-building skills. Good organisational and administrative abilities. Experience using CRM or ticketing systems (such as Salesforce or Zendesk) - desirable. A proactive and customer-focused mindset. Experience in healthcare, care homes, or B2B environments - desirable. Want to recruit a similar role? Cast UK is a leading executive consultancy, providing national recruitment solutions to both clients and candidates. Specialising in, HR, Procurement, Buying, Supply Chain, and Logistics, each member of our specialist team has a professional background specific to their recruiting sector. With this unique insight and knowledge, our consultants are able to place individuals from trainee through to main board. For more information on Cast UK or to discuss how we can find talent for your business then please visit www.castuk.com