Customer Operations Manager in Birmingham

The role of Customer Operations Manager is responsible for the line management of a dedicated team of Customer Service Administrators, ensuring effective, efficient and customer focused delivery of a multi-channel operational service desk including inbound calls, mailbox management and online message management, during the lifecycle of a referral. You will also be responsible for delivering first class, after-sales support and managing complaints. Working closely with the Service Operations Manager 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.

Alongside the Service Operations Manager you will be a single point of contact (SPOC) for the client services Team, with responsibility for defined clients. You will take responsibility for ownership of operational issues and work with internal stakeholders to quickly resolve client issues. You will ensure that the service desk delivery has a strong client 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. The Customer Operations Manager will ensure that all work is of exceptional quality, is results-driven, and delivers on both the Clients' and Optima Health's business objectives.

Main Duties And Responsibilities

• Function as a single point of contact for the client services team and take responsibility for ensuring proactive support, after sales care and operational issue resolution.
• Effectively manage and deliver a front office service team, including service desk (telephone and written), after-sales care and complaints.
• Develop guidelines and procedures to improve customer service experience and deliver employee training to ensure consistency in approach.
• Develop quality measures to ensure consistency of process and customer service policies are adhered to.
• Ensure compliance with all legal and quality standards (including GDPR).
• Productivity tracking and management of all employees.
• Provide management reports on team performance as required.
• Conduct line management tasks as required, including recruitment, retention, and motivation of employees.
• 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.
• While 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 experience in People Management role, preferably in an office environment, i.e. can demonstrate a 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.
• Ability to think logically and construct sound, persuasive arguments.
• 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.
• Able to demonstrate a clear attention to detail, ensuring that all relevant documentation including management reports are accurate, meaningful, easily understood and fit for the purpose for which they are intended.
• Ability to maintain and develop strong, trust based working relationships.

About Us

Optima Health is the UK's largest provider of Occupational Health and wellbeing services, supporting organisations across both the public and private sectors. With a heritage dating back to 1947, we have been helping employers create healthier, high-performing workplaces for generations, and we continue to evolve with innovative, practical solutions that make a real difference. At the heart of our story are our people. We bring together like-minded professionals who are passionate about improving workplace health and wellbeing and delivering meaningful support to the organisations we work with across the UK. When you join Optima Health, you become part of something bigger. We invest in our people through structured induction, ongoing training and tailored career development, helping you build the skills and experience to grow your career.

Together, We Live Our Values:

• One Team – There are no barriers in our business. We trust each other and work together as one team to deliver what our clients need. We all have a part to play in our future, and everyone's contribution is important and valued.
• Doing the Right Thing – We operate to the highest standards. Success is underpinned by honesty and integrity, and by doing what we say we will do. We care about the impact of our work on our people, our clients, their employees, society, and the world we live in. Caring for our colleagues' wellbeing and respecting their time, energy and balance is fundamental to this value.
• Shaping Tomorrow – We are always looking for ways to improve and innovate. We train, support and empower future leaders, invest in market-leading propositions and use technology to advance service and clinical outcomes. We evolve how we work - embracing smarter, more flexible approaches that help our people thrive both professionally and personally.
• Never Too Big to Care – We always retain a client-first approach. Every client, and every one of their employees that we support, matters. We work in partnership to optimise workplace health and wellbeing, sharing in the benefits of growing together.

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.