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Operations Manager

1 month ago

York, United Kingdom NRS Healthcare Full time

Are you an experienced operations manager with a passion for Technology Enabled Care? Do you thrive in a leadership role and enjoy working in partnership with local councils? NRS Healthcare is seeking a dedicated and skilled Operations Manager to oversee the day-to-day running of our Technology Enabled Care Service (TECS). This role reports directly to the General Manager for TECS based in York. Join us in providing safe, effective, and person-centred care solutions to our clients.

Key Responsibilities

  • Leadership and Management

    • Lead and manage the local TECS team, ensuring adherence to Key Performance Indicators (KPIs), contractual obligations, and the TEC Quality Service Framework.
    • Manage the NRS team in the assessment and installation of TEC equipment.

  • Partnership and Relationship Management

    • Support and drive the new in-house community responder service, including triaging of referrals.
    • Work alongside North Yorkshire Council on operational contract outcomes, including supporting collaboration, innovation, and the strategic partnership.
    • Attend regular operational weekly meetings and update commissioners on service performance operationally.
    • Support pilots and projects.

  • Data and Reporting

    • Collect and report on data management for the contract, including monthly reports for the General Manager.
    • Lead on monthly stock checks and report to the Regional Director.

  • Complaint and Risk Management

    • Handle and investigate complaints, ensuring compliance with NRS policies and ESCC’s Datix incident reporting system.
    • Act as the main point of contact for comments, concerns, complaints, and compliments within the local TECS office.

  • Innovation and Improvement

    • Support the Service and Transformation Manager with service innovation, change, and strategic priorities.
    • Analyse service progress and recommend improvements, supported by the Commercial Analyst Team.

  • Operational Management

    • Manage the TEC Service warehouse, ensuring efficient running, health and safety compliance, and proper stock management.
    • Oversee the cleaning, decontamination, and preparation of returned equipment.
    • Provide relief driver cover for delivering, installing, repairing, or collecting care technology equipment.
Key Performance Indicators (KPIs)
  1. Achieving and maintaining high standards of service delivery and customer satisfaction.
  2. Meeting or exceeding all contractual and regulatory obligations.
  3. Effective management and reporting of TECS data and outcomes.
  4. Successful implementation and management of innovation and service improvement projects.
Essential Requirements
  • Expertise in Operations Management, specifically within a TECS or similar environment.
  • Sound knowledge of Technology Enabled Care best practices and related processes.
  • Strong team player with a focus on achieving common business goals.
  • High standards of work and experience in managing a TECS team/structure.
  • Excellent communication and interpersonal skills, including written, oral, and presentational.
  • Experience in leading a team within a complex, contract-led environment.
Desirable Requirements
  • In-depth knowledge of TECS.
  • Senior stakeholder management experience.

We offer competitive salaries, full training and development for your role, as well as a wide range of benefits.
Some of these include:

  • 33 days annual holiday inclusive of bank holidays (rising 1 day per year after 3 years to a maximum of 38 days)
  • Comprehensive sick pay scheme
  • Pension Scheme and Life Assurance
  • Exclusive employee discounts, savings and competitions
  • Bike to work scheme
  • Free Parking
  • Employee Assistance programme