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For Companies At a Glance
- Tasks: Manage service relationships and ensure high customer satisfaction while leading improvement initiatives.
- Company: Optum is a global leader in healthcare technology, dedicated to improving health outcomes for millions.
- Benefits: Enjoy remote work flexibility, diverse culture, career development opportunities, and comprehensive benefits.
- Why this job: Join a mission-driven team making a real impact on health equity and community well-being.
- Qualifications: Experience in Service Management, strong communication skills, and ITIL knowledge preferred.
- Other info: This role offers a chance to grow personally and professionally while contributing to meaningful change.
The predicted salary is between 36000 - 60000 £ per year.
Here at Optum, we are excited to share that we are currently recruiting for a Service Relationship Manager to join us on a permanent basis. This position is a home working job with some requirement to travel to the Leeds office for collaborative meetings. Working with our customers, we are leading the way in the delivery of patient-centred, connected, digitally enabled health and care services. Our customers and partners are using our solutions in all health and care settings, from GP surgeries and community care to high street pharmacies, hospitals, clinics, not-for-profit organisations, and specialist services. We are committed to developing the next generation of healthcare technology that will truly make a difference.
What you’ll do
- You will work closely with key stakeholders from both inside and outside the organisation, serving as the Service Relationship Manager for assigned business areas, becoming the primary contact for service-related issues.
- Identify and implement continual improvements.
- Foster high customer satisfaction and consistently exceed our customers’ expectations.
- Organise and lead service review meetings as required.
- Facilitate communication between customers, teams, and experts to maintain service quality.
- Handle escalations and complaints, collaborating with internal teams while managing customer expectations.
- Oversee contractual reporting and accountability.
- Maintain knowledge of Optum, its products and services, whilst keeping up to date on industry news, changes within healthcare, and competitor activity.
Who You’ll Be
We’re looking for someone with experience in a Service Management role, ideally within an ITIL framework. Strong communication and influencing skills are key—you’ll be great at building excellent relationships with our customers. Being able to prioritise tasks and manage your workload is important. We appreciate someone who can stay calm and handle challenging situations. If you have a knack for analysing data and spotting opportunities for continuous improvement, that’s fantastic!
Key skills and experience:
- ITIL V3 or V4 Foundation qualification desirable.
- Experience with maintaining ISO accreditation would be a valuable addition to our team.
- A basic understanding of Software as a Service (SaaS) is beneficial.
- If you have some project management skills, that’s a bonus.
- Having insights into the NHS structure and the wider healthcare market would help in this role but is not essential.
If you are eager to join an organisation where you have more than just a job, but an opportunity to add value and develop yourself further, then apply today!
About us
Optum is a global organisation that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale.
Equality, Diversity, and Inclusion
At Optum, we are committed to providing an inclusive, equitable culture where people feel able to bring their whole selves to work and to reach their full potential. This is a foundation stone of Optum, anchoring the employee cycle from recruitment through to ongoing personal development and genuine, continuous two-way employee engagement, supported by our company values which determine everything we do. Optum is an equal opportunities employer, and we welcome applications from all suitably qualified candidates regardless of race, colour, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, protected veteran status, or other characteristics protected by applicable law. We will always work to accommodate individual needs during your application journey. If you require any adjustments, please advise the talent team.
Contact Detail:
OptumUK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Relationship Manager
✨Tip Number 1
Familiarise yourself with the ITIL framework, as this is a key requirement for the Service Relationship Manager role. Understanding the principles of service management will not only help you in interviews but also demonstrate your commitment to the field.
✨Tip Number 2
Research Optum's products and services thoroughly. Knowing their offerings and how they fit into the healthcare landscape will allow you to engage more effectively during discussions and showcase your genuine interest in the company.
✨Tip Number 3
Network with current or former employees of Optum on platforms like LinkedIn. This can provide you with insider insights about the company culture and expectations, which can be invaluable during your application process.
✨Tip Number 4
Prepare to discuss your experience with customer relationship management and how you've handled escalations in the past. Being able to share specific examples will highlight your problem-solving skills and ability to maintain high customer satisfaction.
We think you need these skills to ace Service Relationship Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in service management, particularly within an ITIL framework. Emphasise your communication and relationship-building skills, as these are crucial for the Service Relationship Manager role.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific examples of how you've successfully managed customer relationships and improved service quality in previous positions.
Showcase Relevant Skills: Clearly outline your qualifications, such as ITIL V3 or V4 Foundation certification and any experience with ISO accreditation. If you have insights into the NHS structure or project management skills, be sure to include those as well.
Research Optum: Familiarise yourself with Optum's products, services, and their commitment to health equity. This knowledge will help you demonstrate your genuine interest in the company during the application process.
How to prepare for a job interview at OptumUK
✨Understand the Role
Make sure you have a clear understanding of the Service Relationship Manager role. Familiarise yourself with the responsibilities, such as leading service review meetings and handling escalations. This will help you articulate how your experience aligns with their needs.
✨Showcase Communication Skills
Since strong communication and influencing skills are key for this position, prepare examples that demonstrate your ability to build relationships with customers and manage expectations effectively. Practice articulating these experiences clearly.
✨Highlight Continuous Improvement Experience
Be ready to discuss your experience in identifying and implementing continual improvements. Think of specific instances where you've successfully enhanced service quality or customer satisfaction, as this aligns with their focus on exceeding customer expectations.
✨Research the Company and Industry
Familiarise yourself with Optum's products, services, and recent developments in the healthcare sector. Understanding their mission and values will not only help you answer questions but also show your genuine interest in the company.
