Job Description

Job Title:

Senior Customer Operations Manager

Location:

Gilmour House, London, SE11 4LS - Hybrid

Salary:

Up to 50,000 p.a.

Contract Type:

Permanent

Hours:

Full Time, Monday to Friday

Right to live & work within the UK is required for this role.

The successful candidate will also be required to undergo high level security vetting.

Role Summary:

The Senior Customer Operations Manager will be responsible for leading a team of Customer Service Administrators/Advisors, ensuring the efficient and effective running of the client's occupational health service, delivering excellent customer service across a portfolio of contracts.



You will ensure that the service desk delivery has a strong customer focus and that your team is organised to deliver informed, tailored support to individual clients with a distinct "Optima Health" service feel aligned to our values. Ensuring that all work is of exceptional quality, is results-driven, and delivers on both the Clients' and Optima Health's business objectives.



You will be responsible for the day-to-day client relationships, for your portfolio of contracts. Fostering excellent stakeholder relationships, working collaboratively to ensure that we meet contractual obligations, and identifying areas for contract growth through innovation.



This is a critical senior management position, focused on the development, implementation, and continuous improvement of Optima Health's operation.

Main Duties and Responsibilities:

Responsible for the line management of a dedicated team of Customer Service Administrators/Advisors, ensuring effective, efficient, customer focused delivery of a multi-channel service, during the lifecycle of a referral. Ensure that core OH services for customers assigned to your team are delivered in accordance with agreed SLA's and KPI's. Manage the day-to-day client relationship, attending monthly and quarterly client meetings, presenting on current performance. Maintain a contract action log for issues that arise and innovation opportunities, ensuring that agreed actions are completed within the agreed timelines. Function as a point of escalation for all service operational issues, working with internal stakeholders through to issue resolution. Liaise with the contract managers to support on all contractual aspects of the contract. Pro-actively support the team with scheduling of appointments and managing work in progress. Feedback information from the team and customers to the resource optimisation/operations team for medium and long-term capacity planning. Working closely across all clinical and operations areas, you will contribute to the development of guidelines and procedures to improve customer service experience and ensure consistency of approach and adherence to process across your team. Develop quality measures to ensure consistency of process and ensure that customer service guidelines/policies are adhered to. Ensure compliance with all legal and quality standards (including GDPR) Productivity tracking and management of all employees, ensuring that an accurate headcount allocation is provided monthly by contract. Review the monthly P&Ls for your portfolio of contracts, identifying improvement opportunities for increasing revenue and reducing delivery costs. Participate in quarterly budget reviews to ensure efficient financial performance and tracking. This includes purchase orders, accruals, and supplier management. Provide management reports on team performance as required and deliver detailed monthly performance reports to SLT on a rotational basis, covering KPIs and other timely information required e.g. retention, recruitment updates etc. Lead on companywide project and initiatives requiring customer service support and input. Report back to wider CS teams and implement necessary changes. Be the subject matter experts on systems. Run regular reports for Customer Service Delivery Managers/team members (e.g. DNA2 reports, KPI summary and specific projects) to support other managers with the performance of their teams. Arrange and lead weekly operations manager calls to ensure key messages and briefings are cascaded. Conduct line management tasks, including the recruitment of identified roles, working with recruitment, HR, and other key stakeholders to ensure the successful recruitment and onboarding of new starters. Conduct appraisals, set objectives, performance management, absence management and deal with conduct, capability and grievance issues as required for all employees within reporting lines. Provide leadership, direction and motivation to direct reports and their teams ensuring efficient and effective delivery of service operations to all designated clients. Be the customer service team Business Continuity Plan champion and ensure lessons learnt are captured and shared with CSDMs. Provide mentorship and support to non-senior Customer Operations Managers. Whilst maintaining necessary proper controls and operating in line with the company's flexible working policy, promote the innovative use of communications technology to improve flexible working, thereby helping to retain talent and reduce travelling. Lead by example and be an inspirational role model for the Optima Health values -

One Team, We Do The Right Thing, Shaping Tomorrow, Never Too Big To Care

Some travel may be required. Conduct other ad hoc tasks commensurate with level of responsibility as requested.

Experience, Skills, and Knowledge Required for the Role:

Ability to lead and manage people effectively, combining empathy and support for individuals with strong task and performance focus. Previous demonstrable experience in People Management role, preferably in an office environment, i.e. can demonstrate a consistent history of delivering customer service to a high standard. Ability to work within a target orientated environment. Knowledge of Webex advantageous. Demonstrable ability and confidence to deal with complaint and service queries. Effective decision maker and able to work autonomously. Ability to gather, analyse, interpret, and present (complex) quantitative and qualitative data to a range of audiences. Be an advocate for change and process improvement. Be an advocate for service excellence. Resilience and ability to deal with setbacks constructively and work to resolution of issues. Ability to maintain and develop strong, trust based working relationships. IT literacy: Able to confidently use MS Word, Excel, and Outlook

About Us:

Optima Health are the UK market leader of Occupational Health and Wellbeing services. Our heritage can be traced back to 1947 where we were pioneers in the provision of Occupational Health and have led the way ever since, bringing new and innovative solutions to employers across the UK. We can offer unrivalled clinical expertise and industry leading tailored solutions to our clients. We work with over two thousand businesses, in various industries, and our aim is to improve the health and wellbeing of the UK workforce by supporting healthy high performance in our client organisations, helping them to achieve their full potential through their people.



Optima Health not only provide an excellent package, but we also offer a structured induction and training programme in your first few weeks. We offer tailored career development and opportunities for further training and qualifications, to support you in your career journey. We are committed to making this a really great place to work, so together, we live by our values; We are one team, we do the right thing, we are shaping tomorrow, and we are never too big to care.

What Can We Offer You?

Competitive salary 25 days annual leave, plus bank holidays Buy and sell holiday scheme Pension scheme Health Cash Plan Career progression opportunities Employee Assistance Programme Cycle to work scheme Eye care test vouchers Flu vaccination scheme Employee discount scheme Life assurance Professional registrations fees paid Clinical Training Academy


Optima Health is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. All applicants meeting the minimum criteria for the role will receive consideration for employment without regard to age, gender or gender expression, disability, race or ethnicity, religion or belief or sexual orientation.