At a Glance
- Tasks: Lead and manage the Service Delivery team to ensure excellent patient and client experiences.
- Company: Join Blueco Healthcare, a digital-first healthcare provider making a real impact in patient care.
- Benefits: Full-time role with opportunities for professional development and career growth.
- Other info: Dynamic office environment with a focus on continuous improvement and teamwork.
- Why this job: Be part of a rapidly growing company transforming healthcare services across the UK.
- Qualifications: Experience in operational service delivery and strong people management skills required.
The predicted salary is between 40000 - 50000 £ per year.
About Blueco Healthcare
Blueco Healthcare is a digital-first healthcare and pharmacy infrastructure provider in Preston, Lancashire with a specialist focus in weight management, women’s health, sexual health, and addiction. We are the regulated infrastructure behind some of the UK’s leading digital health brands, providing clinical and pharmacy services, patient care, and deep API integrations across NHS programmes, private healthcare, insurance, and direct pharmaceutical manufacturer programmes. Our pharmacy infrastructure is known as Onescript. We support tens of thousands of patients every month and are targeting roughly 4x growth over the next year, backed by contracts already in place.
Overview
We are seeking a Service Delivery Lead to oversee and manage the day-to-day operational delivery of our Service Delivery function. This role is responsible for ensuring our teams consistently deliver an excellent patient and client experience by maintaining high service standards, managing operational performance, developing team capability and driving continuous process improvement. Working closely with the Head of Services, Head of Operations, Client Services Manager, Clinical teams, Pharmacy Operations and Engineering, the successful candidate will oversee service delivery processes, operational performance, complaints handling, workforce planning and quality assurance across the Service Delivery function. This role combines people management, operational leadership and continuous improvement to ensure our services remain efficient, scalable and compliant as the business continues to grow. Reporting to the Head of Services, the role has direct line management responsibility for the Service Delivery team.
Key Responsibilities
- Service Delivery Operations
- Lead the Service Delivery function, overseeing Customer Support, Service Administration, and Data & Reporting to ensure daily, weekly and monthly operational activities are delivered efficiently and to a high standard.
- Ensure operational tasks are completed accurately and within agreed service levels.
- Monitor operational performance and proactively address emerging risks or bottlenecks.
- Coordinate operational priorities across Service Delivery, Clinical Operations, Pharmacy Operations and Engineering.
- Maintain high standards of patient care, customer service and operational consistency.
- Team Leadership & Development
- Line manage the Service Delivery team.
- Manage recruitment for Service Delivery roles where required.
- Lead onboarding for new Service Delivery team members.
- Develop and maintain competency matrices for Service Delivery roles.
- Assess staff competency and ensure team members work within their level of competence.
- Deliver internal training programmes and oversee completion of accredited training.
- Support performance management, coaching and professional development.
- Operational Performance & Continuous Improvement
- Conduct regular operational audits to identify risks, inefficiencies and improvement opportunities.
- Implement process improvements to improve quality, efficiency and scalability.
- Own regular operational reviews including:
- Use of Zendesk
- SLA performance
- Service problems analysis
- Courier performance
- Quality of note taking and call handling
- Logs and reporting
- Manual service administration tasks
- Track improvement initiatives through to implementation and measure outcomes.
- Customer Support & Complaints Management
- Manage Level 2, Level 3, complex and multi-party complaints to the Head of Services.
- Ensure complaint themes are analysed and translated into operational improvements.
- Maintain responsibility for Customer Support SLA performance.
- Monitor service quality metrics and implement corrective actions where required.
- Operational Supplier Management
- Manage operational relationships with key service providers including delivery carriers and recruitment partners.
- Coordinate operational escalations with suppliers.
- Communicate supplier service changes internally, including pricing, SLA or operational updates.
- Coordinate bank holiday and seasonal operational planning with suppliers and clients.
- Service Readiness
- Ensure operational readiness for new products and service launches.
- Ensure Service Delivery team is fully trained before new services launch.
- Develop operational guidance, crib sheets and internal documentation.
- Provide operational guidance to clients on service delivery processes, fulfilment options and support pathways.
- Operational Issue Management
- Own investigation and resolution of operational service problems.
- Coordinate with Engineering, Clinical and Pharmacy teams to resolve operational incidents.
- Identify recurring issues and ensure they are reviewed through operational governance meetings.
- Drive root cause analysis and implementation of preventative actions.
- Programme Management
- Act as Blueco operational lead for designated service programmes.
- Coordinate operational communications with external partners.
- Represent Blueco within operational governance meetings where appropriate.
Skills & Experience
- Essential
- Experience managing operational service delivery teams.
- Previous people management experience.
- Strong operational planning and process improvement skills.
- Experience managing service performance against KPIs and SLAs.
- Excellent organisational and prioritisation skills.
- Strong analytical and problem-solving ability.
- Experience working across multiple departments to deliver operational improvements.
- Excellent communication skills with internal and external stakeholders.
- Desirable
- Experience within healthcare, pharmacy or regulated environments.
- Knowledge of patient support, prescribing or medication fulfilment services.
- Experience using Zendesk or similar customer support platforms.
- Experience delivering operational change programmes.
- Familiarity with workforce planning and training management.
Success Measures
- Consistent achievement of Service Delivery SLAs and KPIs.
- High quality customer support and complaint resolution.
- Successful recruitment, onboarding and development of Service Delivery staff.
- Delivery of operational improvement initiatives.
- Improved operational efficiency and reduced service issues.
- Strong audit outcomes and compliance performance.
- Effective operational readiness for new clients and services.
- High engagement and performance across the Service Delivery team.
Working Pattern
- Office based
- Full time
- Reporting to the Head of Services.
- Direct line management responsibility for the Service Delivery team.
Service Delivery Lead in Preston employer: Blueco Healthcare
Blueco Healthcare is an exceptional employer located in Preston, Lancashire, offering a dynamic work environment that prioritises employee growth and development. With a strong focus on operational excellence and patient care, employees benefit from comprehensive training programmes, a collaborative culture, and the opportunity to contribute to meaningful healthcare solutions. As we target significant growth, team members can expect to be part of an innovative company that values their contributions and fosters a supportive atmosphere for professional advancement.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Lead in Preston
✨Get Involved with Local Health Initiatives
Join local community health events or volunteer for organisations like public health agencies. This not only builds your experience but also helps you network with industry professionals who might know of openings at places like Blueco Healthcare.
✨Tap into Professional Associations
Check out associations like the Institute of Healthcare Management. They often have job boards, networking events, and conferences that are perfect for connecting with potential employers in health sciences administration.
✨Stay Updated with Industry Trends
Follow health policy news and trends—being knowledgeable about the current landscape will not only help you in interviews but also make you stand out as a candidate. You can discuss recent developments and their implications when chatting with folks at Blueco Healthcare.
✨Apply Through Our Website for Better Visibility
When you find roles that excite you, especially at places like Blueco Healthcare, don’t forget to apply through our website. This can sometimes give you an edge by showing the employer you’re savvy and committed to finding the right fit.
We think you need these skills to ace Service Delivery Lead in Preston
Some tips for your application 🫡
Highlight Your Relevant Experience:When applying for a role in health sciences administration, it's super important to spotlight any relevant experience you have in healthcare settings. Whether you've worked in a hospital, a clinic, or any related environment, make sure to detail those roles in your CV – focusing on your responsibilities and achievements that align with the job at Blueco Healthcare.
Showcase Your Administrative Skills:Administrative skills are key in this field, so don’t hold back! Make sure your CV reflects your proficiency in things like scheduling, data management, and compliance with health regulations. Mention specific software you’ve used, such as patient management systems, as this will demonstrate your hands-on abilities and readiness for the role at Blueco Healthcare.
Craft a Meaningful Cover Letter:Your cover letter should reflect your passion for the health sciences field and your eagerness to contribute to Blueco Healthcare. Share a bit about why you’re drawn to this sector, any impactful situations or challenges you’ve encountered, and how they’ve shaped your desire to work in health sciences administration. This personal touch can really set you apart!
Tailor Your Documents to the Job:Don't use a one-size-fits-all approach! Make sure your CV and cover letter are specifically tailored for this role. Highlight any certifications you have relevant to health administration, and ensure you clearly connect your previous roles to the skills needed for the full-time position at Blueco Healthcare. This way, you're showing them you’ve done your homework and are genuinely interested in being a part of their team.
How to prepare for a job interview at Blueco Healthcare
✨Showcase Your Administrative Skills
In health sciences administration, being organised is key. Make sure you can demonstrate your skills in managing schedules, paperwork, and data accurately. Be ready to discuss specific tools you've used, like electronic health record systems or scheduling software, and how they improved efficiency in your past experiences.
✨Know Your Regulations
Familiarity with healthcare regulations and compliance is crucial. Brush up on HIPAA, GDPR, or other relevant policies before your interview. We recommend preparing examples of how you've ensured compliance or handled sensitive information in past roles—this will show you're not just knowledgeable but also responsible.
✨Prepare for Scenario Questions
Interviews for administrative roles often involve scenario-based questions to assess your problem-solving skills. Practice responses to common situations you might face, such as dealing with a challenging patient or managing a sudden schedule change. This will not only demonstrate your ability to think on your feet but also highlight your interpersonal skills.
✨Align Your Goals with the Organisation
As a full-time candidate, employers will want to know how your long-term career goals align with their mission. Take some time to research Blueco Healthcare’s values and be ready to tie your passion for health sciences administration into their objectives. Demonstrating enthusiasm and career alignment can be a game-changer in this competitive field!
