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 in sourcing (Medinet) and outsourcing / community services (Health Harmonie) 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.

• 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

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 in sourcing and outsourcing service models.

• 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 mobilisation, 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

• 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

• 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

• 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

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

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.