Senior Customer Service Delivery Manager

at  Optima Health

Job Title: Senior Customer Service Delivery Manager
Location: Manchester, Towcester, Norwich or Glasgow
Salary: £38,000 - £41,000 per annum
Contract Type: Permanent
Hours: Full time, 37.5 hours

ABOUT US

The new Optima Health is the UK market leader in the provision of Occupational Health and Wellbeing services. Formed by the combination of three leading businesses (Optima Health, TP Health and Healthwork), the new Optima Health is more than the consolidation of the individual legacy businesses, our combined and complementary capability means we can offer unrivalled clinical expertise and industry leading tailored solutions to our clients. Our aim is to improve the health and wellbeing of the UK workforce by supporting healthy high performance in our client organisations, helping them to achieve their full potential through their people.
Optima Health not only provide an excellent package, but we also offer a structured induction and training programme in your first few weeks, with touchpoints all the way through and support from your Line Manager. One of our core values is One Team and growing and developing together is our key commitment. We offer tailored career development and opportunities for further training and qualifications, to support you in your career journey.
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

ROLE SUMMARY

The Senior Customer Service Delivery Manager will be responsible for ensuring the effective Management of their team of Customer Service and Administrative staff in order to ensure the effective running and booking of clinics. They will take full responsibility for the delivery of key performance indicators across a portfolio of pre-assigned high profile strategic customers. This is a critical senior management position, focused on the development, implementation and continuous improvement of Optima Health’s operation.

MAIN DUTIES AND RESPONSIBILITIES

• Act as single Operational point of contact for the customers within your team and for the Relevant Client Service Manager assigned to the customers within the team.
• Attend Operational Meetings with Key Customers as required or in line with contractual agreements
• Ensure that core OH services for customer assigned to your team are delivered in accordance with agreed SLA’s and KPI’s
• Ensure the team are booking appointments within the required KPI’s and with the relevant allocated clinical resource
• Work collaboratively with other colleagues and the Resource Optimisation team to recognise gaps in diaries and opportunities to improve utilisation as well as share resources in order to respond to demand
• Ensure actions agreed at customer operational meetings are completed in a timely manner
• Act as a first escalation point for customers in order to resolve any day-to-day issues or concerns
• Escalate any requests for services to be delivered outside of the agreed operational model or that are not in scope of the contract to the relevant assigned Client Service Manager
• Use information gained form the team and customers to feedback to the Resource Optimisation team for medium- and long-term capacity planning
• Ensure all Work In Progress (WIP) tasks are monitored regularly and are completed by the team in an accurate manner with no WIP becoming significantly overdue
• Pro-actively support the team with scheduling of appointments and managing Work in Progress
• Feedback resource requirements and risks to the Resource Optimisation team and assist with any other input required for resource planning
• Carry out other ad hoc tasks commensurate with level of responsibility as requested
• Provide Mentorship and support to non Senior Customer Service Managers
• Attend Management team meetings as required and provide feedback on the overall running of the Customer Service Team

EXPERIENCE, SKILLS AND KNOWLEDGE REQUIRED FOR THE ROLE

• Strong communication skills, both written and verbal
• Ability to work at both a tactical and Operational level
• Able to build very strong relationships with Customer Stake holders
• Strong analytical and organisational skills
• Strong leader with the ability to prioritise and delegate accordingly
• Effective decision maker
• 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
• Ability to maintain and develop strong, trust based working relationships
• Demonstrable skill to the required level in all Optima Health management competencies
• Is able to demonstrate a management style and work ethic that is aligned to Optima Values