Job vacancy: Customer Success Manager, Synnovis, London

Job summary

Main area: Customer Services
Contract: Permanent
Hours: Full time - 37.5 hours per week
Job ref: VIS7211

Employer: Synnovis
Employer type: Private Sector
Site: Friars Bridge Court
Town: London
Salary: £40,000 to £50,000 per annum depending on experience
Closing: 25/08/2025 23:59

Customer Success Manager

The place to work in pathology

We are looking for top talent to join the UK’s leading and fastest growing pathology company – a scientific organisation with a clinical purpose.

Working in partnership with our service partners, Guy’s and St. Thomas’ Hospitals, King’s College Hospital and Princess Royal University Hospital we aim to set the standard for the future of pathology.

Detailed job description and main responsibilities

At Synnovis, we are currently shaping the future of pathology services by creating a world-leading Hub and Spoke pathology network with our NHS partners. A large part of this modernisation will involve moving 70% of our services to a purpose built, state of the art Hub laboratory in the heart of London. For now, the job you are applying for will be based at one of our hospital sites however, from 1 April 2024 our people and services will start to move to our Hub laboratory in Blackfriars, Southwark, SE1, with some work remaining in refurbished essential services laboratories across our hospital network, focusing on the rapid turnover of urgent tests. Please do ask your recruiting manager if you wish to find out more.

Key Responsibilities:

Account Management & Relationship Building

Serve as the dedicated point of contact for assigned customer accounts.
Build strong, trust-based relationships with clinical and operational stakeholders.
Conduct regular service review meetings and performance updates.
Gather customer feedback to continuously improve service delivery.

Service Performance & Reporting

Monitor SLAs and KPIs using Power BI and ServiceNow dashboards.
Provide clients with regular performance reports and updates.
Identify and escalate trends or risks impacting service quality.

Issue Resolution & Escalation

Triage and resolve customer queries or complaints efficiently.
Work collaboratively with laboratory operations, IT, and BD teams.
Escalate unresolved issues to senior leadership when appropriate.

Collaboration & Process Improvement

Partner with Laboratory Managers and BD Account Managers to align on customer expectations.
Participate in cross-functional meetings to address service gaps and improvement opportunities.
Contribute to root cause analysis and CAPA documentation.

Documentation & Compliance

Ensure accurate records of all customer interactions and service reports.
Support contract renewals, SLAs, and terms compliance.

Managerial Responsibilities

Operational management responsibilities for team, including reporting and managing sickness and absence; annual leave; delivery of training and recruitment and retention
Oversee the recruitment and training of Synnovis customer service team
Define and implement standards/procedures for ensuring optimal customer experience
Prepare and manage annual objectives and goals
Lead on a HR related queries such as management cases, review hearings and disciplinaries

Synnovis is a pathology partnership between SYNLAB UK and Ireland, and the NHS, including sites, Guy’s & St Thomas’ NHS Foundation Trust and King’s College Hospital NHS Foundation Trust, to deliver and transform pathology services across South East London.

The partnership provides services to 1.7 million people living in South East London, as well as to hundreds of thousands of patients from outside the region who use local healthcare services.

The partnership provides diagnostics, testing and digital pathology for hospital trusts, GP services and other healthcare providers.

Synnovis’ Corporate HQ; housing our Finance, Procurement, HR, Service Improvement and Business Development teams. We have a relaxed, but professional atmosphere with monthly corporate updates to keep you informed on our progress. Currently our offices are based in Blackfriars SE1 8NZ, situated 5 minutes from Southwark station you will have easy access to the vibrant South Bank and local amenities.

Person specification

Qualifications

Essential criteria

Certificate in Management or equivalent work experience

Desirable criteria

NVQ Management, Business improvement techniques or Customer Services

Experience

Essential criteria

Experience in customer service or account management, ideally in a healthcare, diagnostics, or laboratory environment

Desirable criteria

Understanding of laboratory services, clinical diagnostics, or NHS partnerships

Skills & Knowledge

Essential criteria

Evidence of stakeholder management and relationship building skills through impactful and consistent communication
Ability to interpret data and produce performance reports
Excellent problem-solving and negotiation abilities
Highly organised and able to manage multiple tasks and prioritise effectively

Desirable criteria

Familiarity with ServiceNow, Power BI, or similar platforms.

Applications are welcomed from applicants with a disability. We can make reasonable adjustments and offer support and advice in a variety of ways throughout the application process. All applicants are welcome to apply regardless of age, disability, gender, marital status, race, nationality or ethnic origin, religion, or sexual orientation. Equality of opportunity is our policy.

Our Bank workers enjoy competitive market rates and flexible contract assignments across all of our sites, dependent on your availability and location.

For our Permanent workforce we offer a competitive benefits package.

All employees are entitled to:

Contributory pension scheme
Generous annual leave entitlement
Ground breaking development
opportunities

Safeguarding children and vulnerable adults. All employees have a responsibility for safeguarding children and vulnerable adults in the course of their daily duties and for ensuring that they are aware of the specific duties relating to their role.

Please apply for this post on-line. If you have problems with using the online process, or need any assistance, please email [email protected]

Your e-mail address is important to us. We communicate to all job applicants via the e-mail address which has been provided on the application form. Please ensure that you check your e-mail on a regular basis.

Due to the high volumes of applications we receive, we reserve the right to close any adverts before the published closing date once we have received a sufficient number of applications.

If you decide to apply for this post but do not hear back from us within three weeks of the closing date, please assume that you have not been short-listed on this occasion.

Thank you for your interest in Synnovis.

Documents to download

Job Description (PDF, 208.4KB)

Apply online now

Further details / informal visits contact

Name: Michael Holder
Job title: Head of customer services & Logistics
Email address: [email protected]

If you have problems applying, contact

Address: Synnovis
Open Monday to Friday
9am to 5pm
Telephone: 01629 702338

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Job summary

Employer heading

Customer Success Manager

Job overview

Main duties of the job

Working for our organisation

Detailed job description and main responsibilities

Person specification

Qualifications

Essential criteria

Desirable criteria

Experience

Essential criteria

Desirable criteria

Skills & Knowledge

Essential criteria

Desirable criteria

Employer certification / accreditation badges

Documents to download

Further details / informal visits contact

If you have problems applying, contact

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