We are looking for a motivated, empathetic individual to join our Customer Experience team. We need you to be the voice of MANUAL for our customers and patients, helping to solve their problems and answering their questions, as well as being an advocate for our customers and patients across the business. This person would also be very curious about systems and automation, exploring ways to use AI to increase efficiency and create impactful workflows. This is a great opportunity for someone looking to join a high growth company and get exposure to different aspects of the business. You will be expected to be a fountain of knowledge of all things MANUAL and work closely with other teams on operational and customer facing processes.
What you'll do:
Responsible for responding to customers and across all contact channels and to a level to maintain strong customer satisfaction and within our SLA's
Maintain thorough and accurate customer service records, keeping confidential records and financial information private and secure
Help customers register online and process their orders, offering alternative products and add on services, where appropriate
Assisting the financial department with customers on security checks, accounting enquiries or flagged accounting issues raised by the customer
Communicate with customers about their orders, including any delays or changes in delivery
Work with the Pharmacy team to update missing information, perform ID checks and report faults
When called upon, contacting customers as part of an outbound phone campaign
Report feedback from customers regularly and accurately with associated data.
Build and reviewing workflows that improve automation, speed and quality
Use AI to enhance the patient experience for both internal teams as well as our customers.
Customer service experience ideally in a digital capacity
Excellent communication skills
High level of empathy and strong interpersonal skills
Problem solving skills and high degree of structured thinking
A person who uses their own initiative and is proactive
Enjoys working in a fast paced environment with high degree of ownership
A passion and ability to think in a technical and systematic way - comfortable in tooling and systems
Intellectually curious and eagerness to learn new technical and AI-powered skills.
Salary & Benefits
Base salary of £30-36k, based on experience
Generous stock option plan
£400 annual learning & development budget with Learnerbly
Gym & wellness benefit with Wellhub
Cycle to work scheme
Electric car scheme
25 days holidays and generous parental leave & flexible working policies
Annual company retreat
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 200k+ 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 are 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,
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.
https://www.manual.co/
https://www.joinvoy.com/
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
