Customer Engagement Specialist, MANUAL
More information about location
3 days a week in office
Digital clinic for hormonal imbalance, obesity, hair loss and more
Posted today
Digital clinic for hormonal imbalance, obesity, hair loss and more
201-500 employees
Posted today
More information about location
3 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
- Natural Communicator: You’re confident, empathetic, and able to quickly build rapport with different people
- Resourceful: you are a hustler, creative and resourceful. You thrive in fast pace and dynamic environment
- Motivated by Results: You enjoy working with goals and KPIs—and feel a buzz when you hit or exceed them
- Patient-Centric: You’re warm, approachable, and genuinely care about helping people make informed health decisions
- Quick Learner: You’re curious, eager to grow, and thrive in fast-moving environments
- Organised & Reliable: You keep track of conversations, follow-ups, and next steps with attention to detail
- Team Player: You enjoy being part of a team and working together toward shared goals
- Some experience in a target-driven or customer-facing role (e.g., hospitality, retail, contact centre, inside support, etc.)
- Comfortable speaking on the phone and handling objections with patience and empathy
- Able to work a flexible schedule, including some evenings or weekends if needed
- Experience in healthcare is a bonus - but not essential. We’ll train you on everything you need to know
What the job involves
- We’re looking for a highly driven and people-focused Engagement Specialist to join our MANUAL Activation Team. In this role, you’ll speak directly with prospective Testosterone Replacement Therapy (TRT) patients after their doctor consultation to help guide them through the final steps of starting treatment
- You’ll be the human connection that helps people feel supported, informed, and confident in taking the next step toward better health. This role is perfect for someone who thrives in fast-paced, target-driven environments, loves speaking to people, and has a natural ability to build trust and influence decisions
- Be the first point of human contact post-doctor consultation, offering clarity and reassurance to prospective patients and clearly outlining our value proposition
- Help people understand their treatment options, respond to questions or concerns, and ensure they feel supported every step of the way
- Guide patients through the final onboarding steps, making the journey smooth and frictionless
- Work towards weekly and monthly targets related to patient conversions—celebrating each individual success
- Share feedback and patient insights with the wider team to improve our processes, content, and experience
- Maintain accurate records of all patient interactions in our internal tools
- Collaborate with medical and operational teams to ensure a seamless patient journey
Salary benchmarks
Our take
MANUAL is a digital healthcare clinic supporting patients with life-changing conditions such as hormonal imbalance, obesity, menopause and hair loss across the UK and Brazil. It does this with a blend of doctor-specialist services, prescription medication backed by science, and digital products informed by behavioural change.
Manual works to remove the stigma around health problems such as obesity, hormone imbalances and menopause through teleconsultations, testing, regular check-ins and a range of tools, supplements and medications to treat common issues like poor sleep, hair loss, erectile dysfunction and skin conditions. Originally focused solely on men's health, the service led 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. Since, then it has opened its services to all genders with a hope to sift attitudes on a wider variety of health issues.
Manual has raised an impressive amount of capital, most recently in 2024. This funding is being used to expand its reach and enhance its services, particularly focussing on treatments for hormonal imbalance, obesity, and hair loss.
Steph
Company Specialist at Welcome to the Jungle
Insights
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
$39.7m
EARLY VC
Mar 2021
$30m
SERIES A
Total funding: $74.7m
Company benefits
- Generous stock option plan
- Office snacks, Tuesday breakfast & Thursday lunches
- One annual company off site in Europe and quarterly social events
- Fitness & wellness benefit with Wellhub
- Electric Car Scheme
- Employee Discount
- Join one of the most promising scale ups in the healthtech space at a pivotal stage
- 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
- 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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