Job Description

Join a team that values detail, impact, and collaboration!

About Us:

Primary Eyecare Services is the largest not-for-profit leading provider of NHS primary and community eye care services in England. Established over a decade ago in the North West, we now operate nationally, delivering enhanced eye care through a network of over 3,000 optometry practices. We work with NHS commissioners and Trusts to provide accessible, high-quality eye care services in local communities, supported by teams with expertise in NHS contracting, patient support, referral triaging, and telemedicine.

Role Overview:

The Operations Support Officer is a key contributor within the Operations team, providing essential administrative and operational support to ensure the smooth running of Central Operations and support resilience across Service and Digital Operations. Reporting directly to the Operations Manager, this role is designed to complement and support the higher-level functions managed by the Operations Team with a strong focus on efficiency, stakeholder communication, and process improvement in NHS-enhanced optical services.

Shift Pattern:

This is a full-time position, working 35 ours per week over 5 days (Monday to Friday). The hours for these shifts are set from 9am to 5pm. These shift times are fixed, non-negotiable and based on business needs.

Salary:

The FTE salary for this role is 25,000 per annum

Location:

This is a hybrid role, offering flexibility to work from home alongside attendance at our Manchester Head Office in line with our hybrid working policy.

General Responsibilities:

Operational & Administrative Support

Task Coordination: Assist with daily operational tasks to ensure that service delivery runs smoothly and efficiently. Documentation: Maintain and update operational tracking systems, ensuring that records and reports are accurate and timely. Reporting: Support the preparation of weekly and monthly performance reports, highlighting key operational metrics and potential areas for improvement.
Stakeholder Engagement & Communication

Internal Liaison: Work closely with internal teams, including Digital and Service Operations, to relay important updates and coordinate activities. External Communication: Provide initial points of contact for routine queries from external stakeholders such as optical practices and corporate partners. Feedback Management: Assist in gathering and collating feedback from stakeholders to support continuous service improvement.
Service Mobilisation & Support

Onboarding Assistance: Support the mobilisation and onboarding process for new optical services, including coordination of training sessions and documentation distribution. Query Resolution: Address routine enquiries related to service mobilisation and operational procedures, escalating more complex issues to the Operations Manager as necessary.
Digital Operations & Systems Management

System Support: Assist in maintaining digital operational tools and systems, ensuring data integrity across platforms. Technical Coordination: Work alongside IT support and the Digital Operations team to resolve system-related queries and facilitate user training as needed.
Customer Service & Complaints Management

Helpdesk Support: Provide support for customer service functions, ensuring queries received via HelpScout, email, or telephone are addressed promptly. Issue Escalation: Monitor and document recurring issues or complaints, providing insights to the Operations Manager for process enhancements.
Administrative & Financial Processes

Expense & Invoice Management: Assist in processing operational expenses, managing invoice reconciliation, and tracking budgetary expenditures. Event Coordination: Support the organisation of training sessions, staff events, and travel/accommodation arrangements for PES personnel.
Key Accountable Deliverables

Operational Efficiency: Ensure smooth day-to-day execution of operational tasks and timely updating of tracking systems. Reporting Accuracy: Contribute to accurate and punctual preparation of performance and activity reports. Stakeholder Satisfaction: Maintain effective communication channels with internal and external stakeholders, ensuring a high level of satisfaction. Process Improvement: Identify and recommend improvements to existing operational processes to enhance service delivery.
Key Performance Indicators (KPIs)

Task Completion: Timely and accurate execution of daily operational support activities. Reporting: Consistency in preparing and submitting performance reports as per schedule. Stakeholder Feedback: Positive feedback from both internal teams and external partners regarding communication and support. Process Enhancement: Contribution to measurable improvements in operational efficiency and service delivery.
The Organisation reserves the right at any time during your employment to vary your duties and responsibilities where necessary to meet the needs of the Organisation.

Empowering frontline care through operational excellence.

What We're Looking For:

Essential

Strong Administration & organisational skills Experience of delivering patient / customer related tasks Excellent interpersonal skills Ability to work independently Excellent IT Skills (MS Office applications in particular) Outstanding verbal and written skills Demonstrate ability to work effectively as a team member assisting colleagues to deliver objectives Act in ways that support equality and promote diversity
Desirable

Minimum 5 GCSE's (Including English and Mathematics) / A levels or equivalent Experience of working from home and time management Caring and empathetic attitude to patients Ability to cope effectively under pressure whilst delivering results

Why Join Us:

Pension match up to 5% Sick and critical illness pay cover Electric car scheme Enhanced family leave Paid compassionate leave 25 days annual leave plus bank holidays (rising to 30 days with service) Training and development opportunities Employee recognition awards Employee Assistance Programme (EAP) NHS Blue Light Card Hybrid working (60% home, 40% office) Cycle to Work scheme Performance-related pay

Be Part of Something Bigger - Join Primary Eyecare Services

Please note appointment to this post is subject to a satisfactory Disclosure and Barring Service (DBS) check.

Job Type: Full-time

Pay: 25,000.00 per year

Benefits:

Bereavement leave Company pension Cycle to work scheme Enhanced maternity leave Enhanced paternity leave Free fitness classes Health & wellbeing programme Sick pay Store discount Work from home
Ability to commute/relocate:

Manchester M4 6LN: reliably commute or plan to relocate before starting work (preferred)
Work authorisation:

United Kingdom (required)
Work Location: Hybrid remote in Manchester M4 6LN