Group Customer Account Manager

Group Customer Account Manager

About the Role

The Group Customer Account Manager is responsible for the end-to-end management, growth, and retention of customer accounts across Medinet Group , operating across both insourcing (Medinet) and outsourcing / community services (HealthHarmonie) delivery models with responsibility for the North East region.

This role is the primary senior point of contact for assigned customers, with ownership of relationship quality, contract performance, service development, and commercial opportunity. The postholder ensures customers receive high-quality, customer-ready services while identifying opportunities to expand partnerships, improve delivery, and strengthen Medinet Group's position as a long-term healthcare partner.

Key Responsibilities

Core Group Accountabilities (All Services)

• Own and lead a portfolio of customer accounts across the full lifecycle: mobilisation, steady-state delivery, growth, renewal, and extension
• Act as the senior customer interface, representing Medinet Group with credibility, professionalism, and authority
• Build and maintain trusted, long-term relationships with NHS and primary care stakeholders
• Ensure services are delivered in line with agreed quality, performance, safety, and financial metrics
• Identify risks, issues, and dependencies early, escalating and resolving proactively
• Coordinate internal stakeholders across operations, clinical, workforce, finance, and compliance teams to ensure seamless delivery
• Prepare and lead customer meetings, service reviews, and contract performance discussions
• Use accurate data to track activity, utilisation, spend, quality, and outcomes across customer accounts
• Drive continuous improvement in account management processes, tools, and reporting

Main Duties

Your role is focused on delivering excellence in customer management, service delivery, and business growth across Medinet Group. To achieve this, you will take responsibility across both insourcing and outsourcing service models.

Medinet Focus - Insourcing & Modular Services

• Lead customer relationship management for secondary care and NHS Trust accounts
• Manage contracts typically ranging from 3 months to 3+ years , including high-value services (£1m-£5m+)
• Support and lead new service mobilisations, transitions, and change programmes
• Monitor and manage service delivery against agreed SLAs, KPIs, and workforce requirements
• Support contract renewals, extensions, and upsell opportunities within existing Trust relationships
• Prepare and present high-quality contract reviews , using robust operational and financial data
• Work closely with operational and clinical teams to ensure services are customer-ready, compliant, and sustainable

HealthHarmonie Focus - Outsourcing & Community Services

• Manage and develop relationships with GP practices, PCNs, and community-based partners
• Identify and assess suitable host sites for new and existing community contracts
• Proactively identify new business opportunities within an assigned geographic or customer portfolio
• Support the acquisition and onboarding of new GP customers where required
• Ensure clear and effective communication between practices and internal delivery teams
• Maintain high levels of customer satisfaction, retention, and advocacy across the community portfolio

Commercial & Growth Responsibilities

• Identify opportunities to grow existing accounts through additional services, pathways, or geographies
• Support business development activity across the group, including renewals, extensions, and new service proposals
• Maintain a strong understanding of market dynamics, competitors, and customer priorities
• Think strategically and pragmatically when managing complexity or resistance from internal and external stakeholders

Person Specification

Essential

• Proven experience in customer or account management within healthcare
• Strong stakeholder management skills, with the ability to influence at multiple levels
• Experience working within complex service delivery environments
• Confidence in leading customer meetings, service reviews, and performance discussions
• Strong organisational, analytical, and problem-solving skills

Desirable

• Experience across both secondary care and primary/community care
• Exposure to insourcing, outsourcing, or modular clinical services
• Commercial awareness, including contract value, utilisation, and margin considerations

Equality, Diversity & Inclusion

At Medinet Group, all staff members are expected to treat colleagues and clients with respect and to contribute to a work environment that is safe, inclusive, and free from harassment or discrimination . This includes, but is not limited to, discrimination related to age, disability, gender, gender identity, marriage and civil partnership, pregnancy and maternity, race, religion or belief, and sexual orientation.

All staff have a responsibility to report any incidents that contravene this commitment to their line manager.