Human Operations Manager & Client Success Support
Borehamwood | Full-Time | Office-Based | 8:00am–5:00pm | £33,000
We are recruiting on behalf of a growing healthcare technology business for an experienced Human Operations Manager & Client Success Support professional.
This is a hands-on management role, with approximately 80% focused on Human Operations and 20% on Client Success support. You will take ownership of the day-to-day management, performance and development of a team delivering services to GP practices.
You will oversee staffing, rotas, recruitment, performance management, quality, training and operator development, while also supporting the Client Success team with operational issues and client-related actions.
Previous experience working within a GP practice or primary care environment, together with practical experience using EMIS, is essential.
The Role
You will take ownership of the Human Operations function and act as the primary manager and escalation point for the team.
Key responsibilities include:
- Managing the day-to-day Human Operations team
- Managing rotas, shifts, breaks and resource allocation
- Ensuring appropriate staffing levels and emergency cover
- Managing sickness, absence and annual leave
- Monitoring performance, productivity and attendance
- Monitoring call quality and adherence to processes
- Investigating errors, quality concerns and complaints
- Providing feedback, coaching and retraining
- Conducting probation and return-to-work reviews
- Supporting recruitment, interviews and onboarding
- Ensuring new starters receive appropriate training and system access
- Maintaining training materials, guidance and SOPs
- Providing day-to-day support and resolving operational issues
- Allocating operators across GP practices as required
Client Success Support
Approximately 20% of the role will support the Client Success function, including:
- Preparing operational information for client meetings
- Investigating issues raised by GP practices
- Reviewing complaints and identifying root causes
- Identifying recurring issues and operational trends
- Implementing appropriate solutions
- Tracking actions through to completion
- Providing clear updates to the Client Success Manager
- Escalating significant client-impacting issues appropriately
You will support Client Success without having primary responsibility for client relationships.
About You
We are looking for an experienced healthcare or primary care professional with strong people-management and operational skills.
Essential experience includes:
- Previous experience within a GP practice or primary care environment
- Practical experience using EMIS
- Previous people, team or operational management experience
- Experience managing staff performance and accountability
- Experience managing sickness, absence and routine people matters
- Strong understanding of GP practice operations
- Excellent organisational and prioritisation skills
- Confidence making independent day-to-day decisions
- Strong problem-solving and investigative skills
- Excellent communication and attention to detail
- Ability to remain calm under pressure
- A proactive, accountable and solutions-focused approach
Desirable Experience
It would be advantageous to have experience in:
- GP Practice Manager, Deputy Practice Manager or Assistant Practice Manager roles
- Reception or Primary Care Operations Management
- Workforce planning, rotas and resource management
- Healthcare, patient services or contact-centre management
- Recruitment, onboarding and staff training
- Performance management and coaching
- Quality assurance or call monitoring
- Patient or client complaint investigations
- Client success, account management or service delivery
- PCNs and the wider NHS primary care environment
- Creating SOPs, training materials and operational guidance
The Person
The successful candidate will be:
- Highly organised and able to manage multiple priorities
- Proactive and confident taking initiative
- Calm under pressure and able to make sensible decisions
- Assertive and professional when setting expectations
- Accountable and committed to following issues through to resolution
- Independent and comfortable making day-to-day decisions
- Detail-focused, particularly in patient-facing services
- Results-driven and focused on consistent service standards
What’s on Offer
- £33,000 salary
- Private health insurance
- Free on-site parking
- 20 days' annual leave plus bank holidays
- Workplace pension
- Professional development and progression opportunities
- Genuine ownership of an important operational function
- Exposure to Client Success and healthcare technology
- Opportunity to join a growing healthcare business
This is an excellent opportunity for an experienced primary care or healthcare operations professional looking to take genuine ownership of a growing operational function and play an important role in delivering high-quality services to GP practices.
Apply now with your CV to find out more.
Human Operations Manager & Client Success Support in Borehamwood employer: Accountancy Action Careers
As a Tax Advisor with us, you'll be part of a dynamic and supportive team that prioritises collaboration and continuous learning. Our commitment to your professional growth is matched by our comprehensive benefits package, including a pension scheme and group life assurance, ensuring you feel valued and secure in your role. Located in a vibrant area, we offer a unique work culture that fosters strong client relationships and encourages you to make a meaningful impact on both your career and the success of our clients.
Contact Details:
Accountancy Action Careers Recruitment Team
