Client Support Manager

Job Description

The IBD Registry is the first and largest repository of UK IBD data, and our mission is to provide better understanding based on data, to enable better treatments, better medicine, and better information for clinicians and for patients. We’re looking for a motivated and organised Client Support Manager to lead and manage our support service to our clients, mainly hospital users.

The IBD Registry was started ten years ago and now is the largest UK-wide repository of certain patient data for those suffering from inflammatory bowel diseases (IBD) such as Crohn’s and Colitis.  By bringing this data together, we can help transform outcomes for these patients: improve how they are cared for medically, about better understanding the drugs prescribed, about understanding the patterns of the diseases and in providing a platform for ongoing research

Originally a project within the British Society of Gastroenterologists, the IBD Registry has grown so much, especially over the past few years, that it has now formed into an independent limited not-for-profit company to allow it to continue to grow and fulfil its mission.  We have a small office team but our full UK-wide team includes top clinicians (various hospitals around UK) and data scientists (University of Liverpool) . We are looking for some great new talent to join our small but lively team as we embark on our next growth stage.

 

The Role

We are seeking a Client Support Manager to help us provide a great technical support service to our clients (mainly hospital users).

We are looking for someone who is organised, enthusiastic and motivated, has a problem solving approach and a positive attitude.  The essence of the role is great client support, so strong interpersonal skills and communications skills are essential (phone and email).  The team is small and needs to work closely in support of each other (as well as in support of clients), so teamwork skills and flexibility are essential.  Ideally, our candidate would have an interest in (or in learning about) healthtech (especially data), and the world of hospitals, clinicians and pharmaceutical companies that we support and engage with.  Candidates should have relevant client technical support experience, be confident with business IT tools (cloud-based, Excel, Word, Outlook, etc.) and an understanding of data protection.  This is a new role, and so there is real opportunity to make a positive impact from day one by helping to innovate and continually seek ways to improve our business processes.

The Client Support Manager is primarily responsible for supporting clients using our data capture systems, and getting new users set up and helped in getting started in using the system. The goal is to support and encourage quality data entry, so thinking about clients’ problems and pro-actively contacting them to help is all part of the remit.  The Client Support Manager will work closely with the Data Service Manager to ensure we provide a high quality service to our users, including preparing and sending the many reports required and for maintaining the related client records for the Trusts. Our clients are mainly hospital trusts and our specialists are medical clinicians (doctors), so exposure to the medical world is helpful but not necessary.

We offer 25 days holiday plus 8 bank holidays; a 4% employer’s contribution to your pension; all our clinical staff are hospital-based so we are experienced at remote and flexible working. We are a young growing company, and so there is great scope for skills development and real career development opportunity.

 

Job Offer Details

This is a permanent full time role (5 days/week) but part-time is possible (4d/week) and offering a salary of £27,000 FTE .  Interviews will be at the offices of the BSG (British Society of Gastroenterologists) in Regent’s Park, London, but the role will be based south of London – we will soon be relocating to the Epsom-Sutton area, only 30 minutes train journey from Waterloo, Victoria and Blackfriars, 15 minutes from Wimbledon.  You must have the right to work in the UK.

 

Dates and Applying

Closing date for applications: Monday 14th May 2018 at 9am

Interview dates: Thursday 17th May (evening also possible) and Friday 18th May . Please indicate in your return email if you cannot attend a certain day, and if you have a preference for a morning, afternoon or the Thursday evening (we cannot guarantee we can meet your preference but it helps us to know)

To apply, please send us your CV plus a maximum 2-page letter covering three points: why you are the right candidate for this role; how you fit the Person Specification, plus details of your current salary package and 2 referees (we will not contact referees without your prior permission).

If you have any questions, or would like to talk with us beforehand, please email us on [email protected]

Please note that candidates must have the right to work in the UK.

 

Client Support Manager job packDownload here

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