Service Operations Manager

6 days ago


Harlow, Essex, United Kingdom LloydsPharmacy Clinical Homecare Ltd Full time

LloydsPharmacy Clinical Homecare Ltd is seeking an experienced professional to lead our Patient Services team. As Service Operations Manager, you will be responsible for delivering exceptional patient service across all channels.

About the role:
  1. Drive Operational Excellence: Lead the patient contact centre to ensure optimal resource planning, cost-efficiency, and high-quality patient interactions.
  2. Elevate Patient Care: Uphold the highest standards in patient care by embedding evidence-based practices and championing the voice of the patient.
  3. Promote Continuous Improvement: Drive continuous improvement through data-driven decision-making, strategic planning, and process optimisation.
  4. Budget Management: Collaborate with the finance team to draft and monitor the Patient Services budget, identify cost-saving opportunities, and advocate for necessary resources.
  5. Team Leadership: Foster a supportive, development-focused environment to build and lead a high-performing Patient Services team.
  6. Partnerships: Forge strategic partnerships with key stakeholders to support a patient-first culture.
About the ideal candidate:
  1. Proven Experience: Proven experience in contact centre leadership, preferably within a healthcare or patient-centred setting.
  2. Strategic Thinking: Strong leader with a background in service-driven operations, capable of managing change and driving performance.
  3. Commercial Acumen: Commercially savvy, with a focus on data-driven decision-making, strategic planning, and continuous improvement.
  4. Regulatory Compliance: Working knowledge of the regulatory landscape within a patient or customer service environment.

The estimated salary for this position is £60,000 - £75,000 per annum, depending on experience.



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