Vitall.co.uk
Customer & Client Care Manager - Remote - Biomedical Scientist
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Vitall Overview
Vitall is a UK diagnostics company providing at-home and clinic-based health testing directly to consumers and through healthcare and commercial partners.
Job Opportunity
We are looking for an HCPC-registered Biomedical Scientist to join our small team in a varied customer and partner operations role.
This is not a traditional laboratory bench role. It would particularly suit a Biomedical Scientist who wants to remain within diagnostics while moving into a more varied, remote, and commercially focused position.
The Role
Hours:
30 hours per week over 4 days. Some flexibility here.
Salary:
£28,000–£30,000 per year
Full-time equivalent: £35,000–£37,500 FTE
Focus:
The focus of the role is making sure customers and partners receive a responsive, knowledgeable service and that issues are followed through to resolution.
Key Responsibilities:
Customer Operations
- Respond to customer enquiries clearly and helpfully.
- Investigate delayed or failed results, missing samples, and laboratory queries.
- Help customers with sample collection issues, clinic, and nursing queries.
- Handle cancellations, refunds, and routine order amendments.
- Coordinate repeat testing where appropriate.
- Escalate clinical or unusual cases appropriately.
- Take ownership of issues through to completion.
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Partner Operations
- Help new partners through onboarding.
- Support partners with testing, sample, and order queries.
- Conduct occasional partner check-ins.
- Re-engage partners who have joined but are making little use of the service.
- Escalate commercial, technical, or clinical issues where appropriate.
How Your Biomedical Science Experience Will Be Used
We are not looking for someone to provide medical advice or replace our clinical team.
Your experience will help you:
- Understand lab terminology, processes, and limitations.
- Investigate issues and communicate effectively with lab partners and customers.
- Identify when something is routine and when it needs escalation.
- Answer straightforward technical questions from customers and partners.
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What We're Looking For
This role would particularly suit an HCPC-registered Biomedical Scientist who enjoys diagnostics but would like to move away from routine bench work.
Requirements:
- HCPC registration as a Biomedical Scientist.
- Relevant diagnostic laboratory experience in blood sciences, biochemistry, haematology, or a multidisciplinary laboratory.
- Good understanding of sample handling and common pre-analytical issues.
- Excellent written communication and comfortable speaking with customers.
- Comfortable working remotely, using AI, and modern productivity tools.
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