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Operations Manager

2 months ago

Swadlincote, United Kingdom Healthnet Homecare Full time

HealthNet Homecare are specialists in delivering homecare services for patients, from medical deliveries to nursing support for patients in their own homes.

Working with over 180,000 patients across numerous different therapy areas, our dedicated team offer support to patients with rare and orphan diseases right through to more common conditions. Our aim is to make patients' lives easier by taking the stress out of managing their medication and ensuring they are confident they are in safe hands with HealthNet.

We are looking for a Site Operations Manager to join our Swadlincote team on a full time, permanent basis.

If you are a passionate and caring individual, seeking a role with a mission statement you can truly get behind, where you can help to make a difference to patients' everyday lives, then this is the opportunity for you

Main Responsibilities

To contribute to the growth and success of the Company through helping to building and leading a operational site, being accountable for ensuring key KPI's/quality parameters are executed and completed in a timely manner along with participation in both the hiring and performance management processes. To manage and maintain site operations, bringing significant business improvements, alongside training and development needs. Tasks change frequently to satisfy ever-changing demands, requiring a demonstration of significant versatility and a flair for adaptability. In addition to this, a positive response to pressure is essential in a fast-paced, dynamic and varied working environment.

  • Support the Head of Site Operations to lead the operational site to achieve and maintain agreed service level targets by ensuring adequate numbers of trained and qualified staff are available.
  • Lead, motivate and coach all members of the team to ensure maximum performance.
  • Have oversight of the recruitment of colleagues according to agreed standards to ensure that staffing levels and care quality remain at a high level.
  • Identify and lead projects to improve operational quality, safety, and efficiency in conjunction with Continuous Improvement function.
  • Take responsibility for site maintenance to ensure that the site is well always maintained and safe for colleagues and visitors.
  • Provide the necessary training and motivation to develop a team capable of delivering exceptional service.
  • Provide regular evaluation and feedback on performances and dealing with underperformance through the application of Performance Management processes, ensuring optimal service level is achieved.
  • Conduct and follow-up quarterly appraisals to ensure that key development plans put in place to benefit both the business and the individual are fit for purpose.
  • Carry out Training needs analysis, identifying colleagues for further development as part of the succession planning process.
  • Assist the Customer Care Assistant Manager, Dispensary Assistant Manager, and other team members in support of daily workload, as required. Ensure the team workload is equally distributed and managed. Re-prioritise workload as required to achieve the Department/ Team service levels.
  • Support the Commercial Team in the maintenance of customer relationships, including review meetings and complaint managements / resolution.
  • Responsibility for the standards of training, compliance with training requirements and the maintenance of training records for all Operational Site colleagues.
  • Ensure the site is 'audit ready' at all times.
  • Compliance with KPI targets set for the Operational Site.
  • Plan allocation of breaks, holidays, and training of the team within the set parameters to ensure that adequate staffing levels are maintained to handle the team workload.
  • Carry out Return to work interviews, Disciplinary Investigations and Carry out Disciplinary actions up to and including Written Warning.
  • Adhere to all HR policies and procedures and all current security procedures to ensure the safekeeping of all company and customer property and all statutory and company regulations.
  • Provide support for investigating and responding to complaints regarding the Operational Site.
  • Liaise with internal functions regarding issues relating to Site Operations.
  • Capture, record and resolve all Customer Complaints relating to all elements of the business in a professional manner.
  • Produce, and analyse reports and data to ensure that the Management team receives all required information for further analysis and future development.
  • Identify opportunities to improve business processes within the team.
  • Input in cross functional projects to deliver future improvements to HealthNet's Service offering.
  • Key holder responsible for opening/closing of site

What experience and skills are we looking for?

Essential

  • Excellent written and verbal communication Skills
  • Computer literacy
  • Minimum 12 months in an operational management role
  • Proven track record of achieving activity targets
  • Experience of Quality Management stands

Qualifications?

  • Formal operations or management qualification.

Key Competencies

  • Ability to develop and sustain a professional team by showing mutual respect, honour and integrity, strong professional image and personal credibility.
  • Well-honed communication skills with a flexible approach.
  • Strong coaching skills; capable of building, developing and motivating a