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Customer Operations Manager Full Time

at Optima Health Sheffield in Sheffield (Published at 26-07-2021)

Job Title: Customer Operations Manager
Location: Sheffield
Salary: up to £31,000 per annum
Contract Type: Permanent
Hours: Full Time

About Us

Optima Health are a UK market leader in the provision of Occupational Healthcare and wellbeing services. 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.

We deliver comprehensive services, including absence management, fitness for task assessments, health surveillance, vocational rehabilitation, and wellness programmes, as well as a full range of diagnostics and treatments

We are a forward-thinking, rapidly growing organisation who are keen to invest in people and support them to ensure their long-term career progression. We are a company who are going places and we want you to come with us!

Main Duties and Responsibilities

  • Act 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 staff 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 staff

  • Provide management reports on team performance as required

  • Carry out line management tasks as required, including recruitment, retention and motivation of staff. Conduct appraisals, set objectives, performance management, absence management and deal with conduct, capability and grievance issues as required for all staff within reporting line

  • Provide leadership, direction and motivation to direct reports and their teams ensuring efficient and effective delivery of service operations to all designated clients

  • Whilst 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, Take Responsibility, Deliver on our Promises, Professionalism and Excellence, Continually Learn and Develop

  • Promoting and delivering Optima Health?s Workplace Wellbeing Plan across all employees within the Service Operations structure

  • Some travel may be required

  • Carry out 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 demonstrable experience in People Management role, preferably in an office environment, i.e. Can demonstrate a consistent track record of delivering customer service to a high standard

  • Excellent listening skills, able to maintain a calm and professional and empathetic manner in difficult circumstances

  • Ability to work within a target orientated environment

  • Knowledge of Cisco Finesse advantageous

  • Demonstrable ability and confidence to deal with complaint and service queries

  • Exceptional communication skills, both written and verbal and fluent in English language

  • 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

  • IT literacy: Able to confidently use MS Word, Excel and Outlook

  • Graduate level education or equivalent

  • Demonstrable skill to the required level in all Optima Health management competencies ? Inspires and influences, Strives for excellence, Customer focus, Leads inclusively, Makes commercially astute decisions, Realises Future Optima.

What Can We Offer You?

  • Competitive salary

  • Excellent training and development opportunities

  • Plenty of career progression opportunities

  • Extensive induction with ongoing mentoring and support from some of the top Occupational Health professionals in the industry

  • 25 days annual leave + Bank Holidays

  • Fantastic pension scheme

  • Eye care test vouchers

  • Flu jabs

  • Reward Scheme

  • Car discount scheme

  • Buy and sell holiday scheme

  • Life assurance

Please note that due to the extremely high volume of applications we are currently receiving, we regret that we are not able to respond to every application. If you have not heard by 25/08/2021 then you have not been successful on this occasion.

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.

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