Customer Experience Partner - Hospital & EMS

Role overview

Serve as a key point of contact for hospital and emergency medical services customers, providing responsive support across orders, deliveries, and account needs. The role blends relationship management, sales support, reporting, and coordination with internal teams to improve customer experience and identify commercial opportunities.

Responsibilities

- Respond to customer calls, emails, and enquiries about orders, product availability, deliveries, and account support. - Keep customers informed about order progress, shipment details, delays, and expected resolution timelines. - Coordinate with sales, customer service, supply chain, logistics, and finance teams to resolve issues and provide joined-up support. - Prepare recurring order and commercial performance reports; review order patterns and customer activity for opportunities or service improvements. - Maintain accurate customer and sales information in CRM systems and support account administration and sales follow-up. - Contribute to customer satisfaction, retention, and revenue growth initiatives through proactive communication and commercial insight.

Requirements

- Two to four years of experience in customer service, customer relationship management, sales support, or commercial operations. - Demonstrated ability to manage customer relationships and support commercial activity. - Strong written and verbal communication, analytical, and reporting skills, including proficiency with spreadsheet tools. - Experience using CRM and ERP systems. - A customer-focused approach and ability to coordinate effectively across teams.

Nice to have

- Experience in medical devices, healthcare, hospitals, emergency medical services, or another regulated sector. - Familiarity with Salesforce and Oracle systems.

Benefits and work setup

- Covers key customers across the United Kingdom, with travel of about 20%, including occasional visits to a headquarters in Runcorn.