Operations Support Lead

4 weeks ago


Exeter, Devon, United Kingdom Chime Social Enterprise CIC Full time
Job Summary

The Operations Support Lead plays a vital role in the daily functioning of the administrative team, ensuring that all written protocols, processes, and reference guides are up-to-date to promote efficiency and accuracy. This role is responsible for managing a team that provides administrative support for the Audiology team, including answering calls, checking in patients, responding to queries, and assisting with medically related questionnaires.

Key Responsibilities:
  • Manage the operations support team, ensuring that priorities are identified and dealt with appropriately.
  • Oversee the day-to-day workload of the operations support team, analyzing and developing workflows to create ongoing efficiencies.
  • Responsible for updating all operations support department documents, including protocols, reference guides, handbooks, policies, posters, and handouts.
  • Improve access to the service from the patient perspective, demonstrating a simplification of processes from the patient's view.
  • Manage the team to achieve a patient satisfaction score of > 95% positive in their area.
  • Conduct appraisals and deal with the first stages of any performance management issues.
  • Ensure measurable outcomes that demonstrate the operations support team is meeting its purpose.
  • Provide cover for operations support administrators when required to ensure service continuity.

Requirements:
  • Excellent communication and interpersonal skills.
  • A good level of education to at least GCSE level (or equivalent).
  • Experience in managing a large team, adapting to short notice changes, and communicating with people from differing lifestyles.

About Chime Social Enterprise CIC:
Chime is a social enterprise that offers audiology services free at the point of delivery for patients of all ages. We are passionate about delivering an efficient and innovative service, and we are looking for a talented Operations Support Lead to join our team. As a social enterprise, we offer a unique opportunity for staff to have significant input into how audiology services are delivered locally. We are committed to providing a positive, collaborative, and holistic working environment, and we offer a range of benefits, including a friendly and supportive team, membership of Perkbox, free life insurance, and an NHS Pension.

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