WHAT YOU’LL BE DOING

The Operations Manager is responsible for leading, optimising, and overseeing daily operations within the patient care contact centre. The role ensures the highest standards of service delivery, operational efficiency, and regulatory compliance, while fostering a culture of empathy, professionalism, and continuous improvement in all patient interactions.

THIS ROLE WILL BE HYBRID FOLLOWING SUCCESSFUL COMPLETION OF TRAINING. YOU WILL ALSO BE REQUIRED TO WORK ONE WEEKEND IN EVERY FOUR.

Key Responsibilities

1. Service Leadership

• Champion a patient-first approach, ensuring all interactions reflect compassion, respect, and professionalism.
• Set and uphold service standards that align with clinical quality, patient safety, and organisational values.
• Monitor quality assurance metrics, coaching team leaders to maintain a high level of care and service excellence.

1. Operational Management

• Oversee the scheduling, workflow management, and resource allocation to meet service level agreements (SLAs).
• Monitor contact centre KPIs such as call handling times, first contact resolution, and patient satisfaction.
• Ensure operational readiness for peak periods, crises, or service disruptions.

1. People Management & Development

• Lead, coach, and develop team leaders and seniors to drive performance and engagement.
• Support a positive working environment where team members feel valued, supported, and motivated.
• Manage performance and capability, addressing issues promptly and constructively.

1. Continuous Improvement

• Analyse trends in patient contacts to identify service improvement opportunities.
• Collaborate with cross-functional teams to streamline processes and reduce patient effort.
• Drive adoption of new technologies, ensuring they enhance—not hinder—patient experience.

1. Governance & Compliance

• Ensure all operations comply with data protection, patient confidentiality, and healthcare regulations.
• Maintain clear documentation of policies, procedures, and incident management processes.
• Conduct regular risk assessments and ensure business continuity measures are in place.