Senior Operations Manager (Call Centre)

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Senior Operations Manager (Call Centre)
Job description
We have a great opportunity for someone to join the patient services team at SCIENSUS as a 'Senior Operations Manager' on a 12-month fixed term contract, reporting directly to the department director.

This role is pivotal in ensuring the highest standards of quality and productivity in our call centre operations, directly impacting patient satisfaction and service delivery.

Leading by example, you will oversee a team of circa. 180FTEs, and directly monitor performance of circa. 6-line managers, implementing strategies to enhance efficiency and effectiveness of our service.

You will define and monitor KPI's across a range of functions with the aim to improve process and enhance patient interactions whilst developing a diverse and inclusive team culture.

Overseeing the budget allocation, you will play a significant part in managing headcount across the teams and ensuring cost-effective use of resources, whilst still maintaining high standards.

Who is Sciensus?

Sciensus is a life sciences business specialising in patient access, engagement and insight solutions. We provide healthcare to patients with long-term conditions, rare diseases and cancer.

For 30 years, we've supported patients to access the life-changing treatment they need, in the comfort and convenience of their own homes across the UK and Europe. Today, we combine our clinical experience from over 70 million patient interactions with the latest technology to help over 200,000 patients a year make the most of their medicine.

So, using unparalleled insights, we connect with people powerfully and personally, focusing on their unique needs, empowering them to achieve their goals, and supporting them every step of the way.

The Patient Services Team.

Containing circa. 180 FTE members, this department provides non-clinical advice and support aimed at delivering a quality service to our patients. It includes front office roles (such as patient on-boarding) and back-office roles (such as service implementation)

What this role can offer you.

We work hard to make sure colleagues feel motivated, developed, and recognised for the great work they do.

Alongside a competitive salary and car allowance this fixed term contract will allow you to develop your relationships with the exec teams and wider senior leadership teams.

• 33 days annual leave (inclusive of bank holidays)
• Refer a friend scheme.
• Contribution based pension scheme.
• Life insurance.
• Bike to work scheme.
• Discount & cashback portal.
• Onsite gym & cafe
• Plus much more..

At Sciensus we are committed to developing and engaging a diverse workforce representative of the customers and communities we serve, to maintain our status as a leader in pharma services and deliver to the best possible health outcomes for patients. #togetherwewin

What is required?

In addition to extensive call centre operational knowledge, exceptional leadership skills and KPI management, success in this position will require strong analytical and communication skills, alongside a passion for delivering first class customer services and striving for continuous improvement , whilst always being an advocate for our patients.

What happens next?

If you would like to express an interest in this position, please provide us with an up-to-date CV - for employees of Sciensus we require a covering letter highlighting your suitability for the role.

Application closing date - Wednesday 3rd July

Informal interviews - w/c 8th July

(We are currently unable to respond to every candidate - if you would like an update on your application, please email the recruitment team)

HCOTH21