Role: Client Relations Manager

Salary: £35,000 – £45,000 dependent on experience + bonus and benefits package

Location: SW London, hybrid working

Employment Type: Full-time

Start Date: January 2025

Role Overview

The Client Relations Manager will play a crucial role in enhancing the client experience at Meliora Medical Group, ensuring our clients maximise the value they attain from our range of services, and maximising both client satisfaction and retention. This role requires excellent organisation skills, interpersonal skills, a proactive mindset and would suit an ambitious individual looking to grow with the company.

Key Responsibilities

Client Engagement and Relationship Management:

• Serve as the point of contact for clients, handling inquiries, feedback, and requests promptly and professionally.
• Proactively reach out to new and existing clients to understand their needs and improve their overall experience.
• Develop and implement client retention strategies to ensure a high level of satisfaction, long-term loyalty and maximising retention.

Onboarding and Education:

• Oversee the onboarding process for new clients, ensuring they have a comprehensive understanding of our services, policies, and points of contact.
• Serve as an advocate and resource to educate clients on service options and support channels, ensuring they understand how to maximise the value they get from of our services.

Communication and Coordination:

• Collaborate closely with the clinical and administrative teams to ensure client needs are communicated effectively, and services are delivered seamlessly.
• Prepare regular reports on client feedback and satisfaction metrics, presenting insights to senior management to inform service improvements.
• Act as a liaison between clients and internal teams, ensuring issues are resolved and expectations are managed appropriately.

Client Feedback and Quality Improvement:

• Regularly gather and analyse client feedback, using insights to recommend improvements in client service and operational processes.
• Maintain a record of client interactions, tracking and documenting issues and resolutions to inform continuous improvement efforts.

Growth:

• Identify opportunities for upselling and cross-selling to contribute to revenue growth and recommend these to Sales team.

Qualifications and Experience

Educational Background: Bachelor’s degree at a minimum.

Experience: Minimum of 3 years in a client relations, client success or account management role, preferably within healthcare or education sectors.

Skills and Competencies:

• Strong interpersonal and communication skills, with the ability to build trust and rapport with clients.
• Empathetic and patient-centred approach to client interactions.
• Excellent organisational and multitasking abilities, with high attention to detail.
• Proficiency in CRM software (preferably Hubspot) and Microsoft Office Suite.
• Analytical mindset, with the ability to interpret data and make informed recommendations.
• Problem-solving skills and the ability to remain calm and effective under pressure.

What We Offer:

• Be part of a small company going through exciting stages of fast growth.
• Flexible working structure.
• Chance to grow and develop with the company.
• Benefits and generous holiday packages.

To apply, please submit your resume and a cover letter detailing your experience in client relations, client success or account management along with any experience working with sports injuries and why you are interested in joining Meliora Medical Group. Applications can be sent to harry.black@melioramedicalgroup.co.uk or submitted via LinkedIn application.

Please note that we will hold all successful and unsuccessful applicants details on file unless you request us not to during the application process.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.