Job Description

Operations Team Supervisor


Clinical Partners is one of the leading providers of mental health services who work both privately and with the NHS to help people and families experiencing mental health and emotional difficulties to get better. We have clinicians working across the UK who meet with patients online, over the phone, or in-person, and are always expertly matched to meet individual needs. To support our patient focused approach, we have a growing team of support staff that ensure day to day operations of the business run smoothly.


We have a great opportunity for a professional and efficient Operations Team Supervisor to join our NHS Operations Team on a 6 month fixed term contract. The successful candidate will be responsible for the day-to-day leadership of a team of Patient Facing Support agents, ensuring the effective and efficient delivery of patient communication. The role involves effective people management, leadership, optimizing processes and collaboration with operations colleagues, HR and business development to meet service delivery objectives, enhance patient experience and maintain regulatory compliance.


This is hybrid role, predominately based from home with the expectation to attend our head office based in Semley for team collaboration and meetings as required.

Key Responsibilities:

Lead and support the day-to-day operations of a patient facing support team, ensuring resources are effectively allocated to meet service demand, improve efficiency and deliver an exceptional patient experience. Handle complex escalations, including safeguarding concerns, data incidents, or serious service disruptions, swift action, proper documentation, and escalation to senior management or clinical teams as required. Work closely with the Operations Manager to manage team capacity, including participating in recruitment, onboarding, and workforce planning. Foster strong collaboration across teams, acting as a key link between supervisors and other operational leads to ensure smooth service delivery for patients. Champion a positive, patient-first approach, creating a welcoming, efficient, and continuously improving team culture. Monitor team performance, using data to drive decisions and identify areas for process improvement or additional training. Set and uphold clear expectations for service quality, ensuring all team members understand and meet standards. Identify and escalate any issues or delays that may impact the patient journey or wider operational flow. Act as first point of contact for team questions, low-level conflicts, and support more complex issues in partnership with HR. Design, update and implement clear processes, training materials, and SOPs to support consistency and quality. Lead new starter inductions and provide ongoing support and training on systems, processes, and best practice. Ensure team members are fully trained and competent in all relevant systems and procedures. Maintain oversight of mandatory and skills-based training, tracking completion and identifying development needs. Act as a 'super user' for new tech systemsperforming testing, supporting rollouts, delivering training, and troubleshooting as needed. Promote a collaborative, growth-focused team environment where people feel supported and accountable. Identify and escalate safeguarding concerns in line with policy.

Requirements:

Essential

GCSEs in Maths and English, or equivalent Proven experience in people management and leading a team Strong administrative and organisational experience. Experience of working with CRMs Excellent interpersonal skills Able to work alone and with people at all levels within a team Able to learn and assimilate complex information quickly Excellent attention to detail Proven leadership capabilities Demonstrable ability to work to deadlines, prioritise and multi-task, with a flexible and adaptable approach Highly organized with strong planning, organizing and motivational skills Understanding of technology systems Excellent IT skills including Word, Excel, PowerPoint and SharePoint Exceptional communication skills, verbal and written, with the ability to build and maintain good relationships across the organisation Strong customer service and problem solving skills

Desirable

ILM level 3 CIPD qualification or working towards Experience of providing information in various formats. Significant relevant experience linked to a clinical environment.

Remuneration and Benefits:

32,000 annual salary 25 days paid holiday (increasing with service to 28 days) plus bank holidays. A day off for your birthday. Healthcare Cash Plan Benefits Platform Life Assurance Discount Vouchers Flexible working opportunities to suit your personal needs Opportunities to take part in charitable events Access to a Wellbeing portal and Employee Assistance Programme (EAP)

Equal Opportunities Employer:

At Clinical Partners we are committed to creating an inclusive and diverse workplace. We believe that everyone deserves an equal opportunity to succeed, regardless of their background, race, gender, age, disability, sexual orientation, or any other characteristic. We welcome applications from all qualified candidates and strive to provide a supportive and respectful environment for all employees.

DBS Check Requirement:

Please note that this position requires a Disclosure and Barring Service (DBS) check as part of our commitment to safeguarding and ensuring the safety of our clients and staff. The successful candidate will be required to undergo a DBS check before commencing employment.