About the Role
We’re on the lookout for an experienced Assistant Manager to lead our Customer Care & Prescription Management function.
This is a fantastic opportunity for a strong people leader who can motivate teams, drive performance and remain calm under pressure. You’ll be responsible for creating a high-performing culture, delivering excellent customer outcomes and ensuring the smooth day-to-day operation of a busy customer contact environment.
You’ll also play a key role in helping the business maximise the use of technology, systems and data to improve customer journeys, operational efficiency and team performance.
Healthcare experience would be advantageous but is not essential. We’re keen to hear from candidates with a strong leadership background from customer service, contact centre, customer operations or other fast-paced service environments.
Please note that this role will be based at our Leeds HQ, working on site 4 days per week with flexibility to work from home on Thursdays.
Key Responsibilities
- Lead, coach and develop Team Leaders and Customer Care Advisors.
- Drive performance against service, quality and customer satisfaction targets.
- Manage workforce planning, forecasting and resource allocation.
- Act as the escalation point for complex customer or operational issues.
- Use data and reporting to identify trends and drive improvements.
- Support and optimise telephony, CRM and customer service systems.
- Lead continuous improvement initiatives and support business change projects.
- Ensure compliance with company policies and regulatory requirements.
About You
You’ll be:
- An experienced people leader with a passion for developing others.
- Comfortable managing performance within a busy operational environment.
- Calm, resilient and able to lead effectively through periods of pressure and change.
- Highly organised, adaptable and solutions focused.
- A confident communicator who can engage stakeholders at all levels.
- Commercially aware with a focus on delivering both customer and business outcomes.
Technical Skills & Experience
- Experience within a customer service, contact centre or operational leadership role.
- Strong understanding of workforce management and operational performance metrics.
- Confidence using CRM systems, telephony platforms and customer contact technologies.
- Ability to analyse data and use insight to drive decision-making.
- Experience of systems such as Five9, Genesys, NICE, Amazon Connect or similar.
Why Vyne?
We’re building the most people-focused healthcare company in the industry. Our products – from healthcare lubricants to urology solutions – are used in every NHS hospital and in more than 60 countries worldwide. But what truly sets us apart is our culture.
We’re fast-paced, supportive and obsessed with improvement. Our mantra, Constantly Create Better, guides everything we do. If you thrive in environments where people genuinely care, teamwork matters and doing the right thing is celebrated, you’ll feel right at home.
What We Offer
- Full induction plan, ongoing training and regular performance reviews
- Competitive salary plus company wide bonus scheme of up to £4,000 per annum & additional sales team bonus scheme
- 27 days holiday plus bank holidays, with the option to buy or sell up to 5 days
- 2 paid volunteer/charity days each year
- Health Cash Plan and 24/7 GP Anytime service
- Employee Assistance Programme and Mental Health First Aiders
- Life Assurance (3x salary) and pension plan
- A vibrant, values-led culture with regular social events
Our Values
At Optimum Medical we LISTEN, we CREATE, we MAKE IT HAPPEN, we CARE, and we HAVE FUN. If you’re passionate about making a difference and want to be part of a company that puts people first, we’d love to hear from you.
Optimum Medical is committed to equality of opportunity and freedom from discrimination. We encourage applications from all backgrounds and communities.
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Customer Care Assistant Manager in Leeds employer: CCMA
CCMA is an exceptional employer that prioritises employee development and well-being, offering a supportive work culture where team leaders can thrive. With a focus on continuous improvement and compliance, employees benefit from comprehensive training and growth opportunities, all while contributing to meaningful outcomes in the debt management sector. Located in the UK, CCMA fosters a collaborative environment that empowers its staff to make a real difference in customer resolutions.
