Customer Account Manager (FTC)

About Medinet Group:

Medinet Group is a dynamic healthcare organisation dedicated to delivering high-quality clinical services across the UK. Our integrated businesses-Medinet (insourcing), Remedy Healthcare Solutions (modular endoscopy), and HealthHarmonie (community specialist services)-collaborate closely with NHS and healthcare partners to enhance patient care, reduce waiting times, and deliver innovation in healthcare delivery. We're expanding into new clinical specialties and international markets, providing significant growth opportunities.

Role Summary:

Our Customer Account Managers (CAMs) are responsible for ensuring excellence in our clinical service contracts ranging from 3 months to 3 years across our insourcing and modular services. As the primary interface between the customer and Medinet, the intention is to support them with the highest quality services such that we become, and remain, their long-term partner of choice for the provision of clinical services. You will be working in a hybrid manner - spreading your time across our regional offices, on customer sites, and working from home, as required.

The role is primarily remote, with travel to customer sites across the North West and East of England as required. A full, valid driving licence is therefore essential.

Key Responsibilities:

• Responsible for the leadership and success of a portfolio of contracts throughout their life cycle; from mobilisation, to growth, to renewal.
• Ensure we consistently deliver high quality, customer-ready services to agreed timeframes with minimal correction required
• Be fully aware of deadlines for your work and for the rest of the team and ensure you and others can deliver against these
• Know when and how to effectively flag concerns or issues in delivery
• Prepare documents for customer meetings and internal and external meetings including weekly customer wash-up calls / service management calls
• Ensure accurate tracking of all relevant customer data such as activity by speciality, spend against budgets, quality and performance metrics, and safety concerns
• Participate effectively in customer meetings paying attention to objectives, time management and meeting dynamics. Capture and share minutes and actions as required utilising company templates and processes
• Independently lead meetings with customers representing Medinet's values and commitment to exceptional delivery of clinical services
• Clearly prepare and present contract reviews, utilising accurate and timely data and analysis, drawing on expertise from across the business, communicated as highly polished presentations
• Independently produce reports or documents and contribute to the management of producing full documents
• Contribute, as required, to projects and tasks in line with Medinet objectives as required by your line-manager.
• Ability to prioritise workload and objectives to achieve set individual and regional KPIs

What we're looking for:

Skills

• Customer relationship management
• Project management
• Conflict and issue resolution
• Report writing, document management, presentations (e.g. Excel, Word, PowerPoint)
• Effective communication, including meeting management - written and verbal

Knowledge

• NHS structures, ways of working,
• Understanding of basic clinical pathways

Attributes

• Highly organised -ensure all work is planned for and delivered in a timely manner
• Proactive - identifies issues before they become problems and takes action
• Collaborative - engages and enables the full expertise of team Medinet to ensure the customer receives the best we have to offer
• Detailed - notices the small things, ensures tasks are completed in full and cares about accuracy and presentation in equal measure
• Presentable, personable, calm and clear - an ambassador for everything we do as a company.

Experience

• Managing high value customer accounts (£1M-£5M/yr)
• Healthcare (Likely secondary care but may include other healthcare settings)
• Project and/or service management

Equality and Diversity

We are committed to fostering an inclusive workplace where all employees are treated with respect and dignity. We do not tolerate discrimination or harassment on any grounds, including age, disability, gender, gender identity, marital status, pregnancy and maternity, race, religion or belief, and sexual orientation. All employees are expected to uphold these values and report any concerns.

Safeguarding is fundamental to the success in all that we do. The organisation follows a Safer Recruitment process for all roles. Successful candidates will be subject to proportionate background, DBS, and reference checks as required.

We are committed to safeguarding and promoting the welfare of all service users in line with statutory guidance, including the Mental Capacity Act 2005, ensuring that individuals are supported to make their own decisions wherever possible and that appropriate best interest decisions are made when required.

We welcome applications from anyone regardless of age, disability, gender, race, or ethnic and national origins, religion or belief, or sexual orientation.