At a Glance
- Tasks: Lead a dynamic team to enhance patient services and drive continuous improvement.
- Company: Capita Health & Welfare, a leader in health services supporting the NHS.
- Benefits: Up to £50,000 salary, generous holiday, and great employee perks.
- Other info: Join a diverse team committed to inclusivity and professional growth.
- Why this job: Make a real difference in healthcare while developing your leadership skills.
- Qualifications: Experience in customer service and operations management, preferably in a regulated environment.
The predicted salary is between 45000 - 50000 € per year.
Location: Home working with travel to either Leeds, Darlington, Blackburn or Manchester as required
Salary: Up to £50,000 depending on experience
Capita Health & Welfare is a leading provider of health services working with the NHS, helping reduce administrative burdens and improve patient care. The role requires a customer‑focused leader to manage the Performer List Team, oversee all Patient Service complaints and legal enquiry cases, and drive continuous improvement across processes.
Responsibilities
- Lead, manage, and develop the Performer List Team ensuring accurate and timely processing of applications, changes and removals.
- Ensure full compliance with NHS regulations, governance requirements and contractual standards.
- Oversee performance metrics, SLAs and quality assurance frameworks to maintain high service standards.
- Manage escalations, complex cases and sensitive issues requiring senior oversight.
- Drive continuous improvement, efficiency and process optimisation initiatives.
- Act as the senior point of contact for commissioners, stakeholders and NHSE representatives.
- Develop and maintain management systems, policies and procedures that support consistent high quality service delivery.
- Prepare formal written responses aligned with statutory and contractual standards.
- Identify themes, trends, recurring issues and areas of systemic risk.
- Implement corrective actions, process improvements and preventative measures arising from complaints insight through cross‑team collaboration.
- Liaise with commissioners, NHS England and external partners to support complaint resolution and service assurance.
- Manage and coordinate all legal cases relating to Patient Services.
- Ensure robust management system and procedures are in place to manage cases effectively.
Qualifications
- Proven experience in customer service and operations management, preferably within a regulated or NHS related environment.
- Strong understanding of governance, compliance and regulatory frameworks.
- Experience managing complex casework, escalations and sensitive customer interactions.
- Background in complaints management and/or legal case coordination is highly desirable.
- Knowledge of performance management, SLAs, quality assurance frameworks and continuous improvement methodologies.
Benefits
- Competitive basic salary up to £50,000 depending on experience.
- 23 days' holiday (rising to 27) with the opportunity to buy extra leave.
- Paid day out of the office for volunteering or a cause of your choice.
- Auto‑enrolment to company pension, life assurance, cycle2work scheme, fully paid maternity, adoption and shared parental leave, paternity pay.
- Voluntary benefits including discounts on retail, socialising, health & wellbeing, travel and technology.
- Access to employee network groups promoting diversity and inclusion.
Equal Opportunities
At Capita, we are an equal opportunity and Disability Confident employer. We commit to an inclusive, barrier‑free recruitment process and working environment. If you require any adjustments during your recruitment process, please let us know. For more information about equal opportunities and adjustments, visit the Capita Careers website.
Customer Service Operations Manager in Brighton employer: Capita plc
Capita Health & Welfare is an exceptional employer, offering a dynamic work culture that prioritises employee development and well-being. With a competitive salary package, generous holiday allowance, and unique benefits such as a paid volunteering day, employees are empowered to make a meaningful impact while enjoying a supportive environment. The company's commitment to diversity and inclusion further enhances the workplace, making it an ideal choice for those seeking a rewarding career in health services.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Operations Manager in Brighton
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those who work at Capita or similar organisations. A friendly chat can open doors and give you insider info that could help you stand out.
✨Tip Number 2
Prepare for interviews by practising common questions related to customer service and operations management. We recommend using the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your experience effectively.
✨Tip Number 3
Showcase your problem-solving skills! Be ready to discuss specific examples of how you've handled complex cases or escalations in the past. This will demonstrate your ability to manage sensitive issues and drive continuous improvement.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining our team and contributing to improving patient care.
We think you need these skills to ace Customer Service Operations Manager in Brighton
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Service Operations Manager role. Highlight your experience in managing teams, handling complaints, and ensuring compliance with regulations. We want to see how your skills align with our needs!
Showcase Your Achievements:Don’t just list your responsibilities; share specific examples of how you’ve improved processes or resolved complex issues in previous roles. We love seeing quantifiable results that demonstrate your impact!
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use clear language and avoid jargon. We appreciate a well-structured application that’s easy to read and understand.
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way to ensure it gets to the right people. Plus, you’ll find all the details about the role and our company culture there!
How to prepare for a job interview at Capita plc
✨Know Your Stuff
Make sure you understand the ins and outs of customer service operations, especially in a regulated environment like the NHS. Brush up on governance, compliance, and performance metrics so you can speak confidently about how you would manage the Performer List Team.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in leading teams and managing complex cases. Think about times when you've driven continuous improvement or resolved escalations effectively. This will show them you're the right fit for a leadership role.
✨Be Ready for Scenario Questions
Expect questions that ask how you would handle specific situations, like managing sensitive customer interactions or dealing with legal cases. Practise your responses to these scenarios to demonstrate your problem-solving skills and ability to maintain high service standards.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready about their processes or team dynamics. This shows your genuine interest in the role and helps you assess if the company culture aligns with your values.
