Customer Operations Manager

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 act as 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. 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 such as recruitment, retention, motivation and performance management of employees.
• Provide leadership, direction and motivation to direct reports and their teams ensuring efficient and effective delivery of service operations.
• 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.
• 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

• Experience in occupational health is desirable.
• Previous experience in a People Management role, with 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 complaints and service queries.
• Effective decision‑maker and able to work autonomously.
• 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.

What Can We Offer You?

• 25 Days Annual Leave + Bank Holidays
• Buy and Sell Holiday Scheme
• Life Assurance
• Pension Scheme
• Health Cash Plan
• Volunteer Days
• YuLife Employee Benefits Platform
• Save As You Earn Scheme
• Eye Test Vouchers
• Flu Vaccination Scheme
• Cycle to work scheme
• Clinical Training Academy
• Paid CPD Days
• Professional Registration Fees Paid
• RAVE Awards
• Employee Assistance Programme
• Right to Request Flexible Working From Day 1

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.