Customer Experience Specialist, MANUAL
£28k
+ Share option scheme
3-5 days a week in office
Digital clinic for hormonal imbalance, obesity, hair loss and more.
Open for applications
Digital clinic for hormonal imbalance, obesity, hair loss and more.
201-500 employees
Open for applications
£28k
+ Share option scheme
3-5 days a week in office
201-500 employees
Company mission
To extend the healthy years of many lives focusing on life-impeding conditions like hormonal imbalance, obesity and hair loss.
Role
Who you are
- Customer service experience ideally in a digital capacity
- Excellent communication skills
- High level of empathy and strong interpersonal skills
- Nice to have previous experience in the health, wellness, hospital, pharmaceutical or digital industries
- Problem solving skills
- A person who uses their own initiative and is proactive
- Enjoys working in a fast paced environment
What the job involves
- We are looking for a motivated and 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 is a great opportunity for someone looking to join a high growth company and get exposure to different aspects of the business, as in Customer Experience, 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
- You will be responsible for responding to customers and across all contact channels and to a level to maintain strong customer satisfaction and within our SLA's
- Maintaining thorough and accurate customer service records, keeping confidential records and financial information private and secure
- Helping 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
- Communicating with customers about their orders, including any delays or changes in delivery
- Working 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
- Working hours will be Tuesday to Saturday or Sunday to Thursday but flexible depending on business needs
Salary benchmarks
Our take
It's well known that most men don't seek help unless they have a serious problem - up to 90%, a scary statistic given that small problems often turn into big ones, like obesity, poor health and chronic fatigue. A large part of the reason for this is a cultural taboo about men opening up. This is something Manual wants to change with a holistic men's health service, giving men the tools and products they need to be good to themselves.
Manual works to remove the stigma around men's health through teleconsultations, testing, regular check-ins and a range of tools, supplements and medications to treat commmon issues like poor sleep, hair loss, erectile dysfunction and skin conditions. Encouragingly, the service seems to be leading to a shift in attitudes among its customers, with about half the men using the service to treat more than one condition, indicating that they're not just seeking help for the worst health issue that they're experiencing.
Manual has raised an impressive amount of capital, most recently in a Series A in 2021. This funding is being used to fuel its global expansion, with offices in London and Sao Paolo. While there are beginning to be more companies in this sector as the conversation about men's health opens us (such as Ro and Numan), there is a huge addressable market and Manual is well poised to continue its impressive growth.
Steph
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
51% female employees
28% employee growth in 12 months
Company
Employee endorsements
Challenging work
"Over my last year at Manual, I've worked on many products to help improve the men's health space. The projects I've worked on here have been some..."
Funding (last 2 of 3 rounds)
Sep 2024
$38.2m
EARLY VC
Mar 2021
$30m
SERIES A
Total funding: $73.1m
Company benefits
- Generous stock option plan
- Hybrid, flexible remote working
- Join in the early stages of one of the most promising startups in the wellness space
- Employee Discount
- Office snacks, Tuesday breakfast & Thursday lunches
- One annual company off site (last year the team went to Portugal!) and quarterly social events
- Fitness & wellness benefit with Gympass
- Enhanced workplace pension contributions
- Cycle to Work Scheme
- £400 per year learning & development budget with Learnerbly
- Private medical insurance
Company values
- We embrace the journey together: We recognise that we’re better together as one inclusive team; we support and challenge each other whilst looking after our health and the people all around us. We stay positive and always take the time to celebrate our successes
- We put our patients at the heart of what we do: We care deeply about our patients, our work improves their lives. We are bringing their voice into every action we take. We're obsessed with solving their health problems. We're always looking for ways to raise the bar and go the extra mile for each and every one of them.
- We are owners: We own the decisions we make and follow through with what we say we’re going to do. We commit, and agree to disagree, so that we can get things done. We do what we say thoroughly and well, feeling proud about our work.
- We make it happen: We have life changing ambition! We thrive on our mission and the challenges it presents. We're bold on what we can achieve and make brave decisions to get there; we're go-getters, doing today not waiting for tomorrow as we strive to realise our vision.
- We improve each and every day: We’re eager to learn, we're incredibly curious, and forever seeking ways that we can continue to grow. We don't over-analyse the theory, we constantly iterate to improve. We passionately believe that daily improvements lead to more meaningful impact and results.
Company HQ
Bermondsey, London, UK
Articles
Leadership
George Pallis
(CEO)Experienced marketer. Previous Global Head of Marketing at Deliveroo and Head of Performance Marketing at TransferWise.
Diversity, Equity & Inclusion at MANUAL
Chloe Lavin (People Director)
- Diversity and Inclusion at MANUAL is about fairness. It's a fabulous virtuous circle and we are fusing on:
- Conversations - we are creating a common language via initiatives such as our monthly Tea & Learns, our IWD spotlight on our incredible female-identifying employees, our ongoing celebrations…
- Learning - we are offering D&I trainings catered to our needs such as unconscious bias, psychological safety, mental health support...
- Measurement - we are proud of our 93%+ favourable responses in our monthly pulse confirming that everyone feels welcomed and all voices are listenned to at MANUAL.
- Culture - we are feedback-driven culture, we are humble and love to learn from each other!
- We are committed to equal employment opportunities regardless of gender, age, disability, race, religion or belief, sexual orientation and gender reassignment, 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 potential termination.
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