Operations Manager, Customer Care Contact Centre 

Glasgow

£45-50k

What you'll be doing

The Operations Manager is responsible for leading, optimising, and overseeing daily operations within the patient care contact centre. The role ensures the highest standards of service delivery, operational efficiency, and regulatory compliance, while fostering a culture of empathy, professionalism, and continuous improvement in all patient interactions.

This role will be hybrid following successful completion of training. You will also be required to work one weekend in every four.

Key Responsibilities

1. Service Leadership

• Champion a patient-first approach, ensuring all interactions reflect compassion, respect, and professionalism.

• Set and uphold service standards that align with clinical quality, patient safety, and organisational values.

• Monitor quality assurance metrics, coaching team leaders to maintain a high level of care and service excellence.

2. Operational Management

• Oversee the scheduling, workflow management, and resource allocation to meet service level agreements (SLAs).

• Monitor contact centre KPIs such as call handling times, first contact resolution, and patient satisfaction.

• Ensure operational readiness for peak periods, crises, or service disruptions.

3. People Management & Development

• Lead, coach, and develop team leaders and seniors to drive performance and engagement.

• Support a positive working environment where team members feel valued, supported, and motivated.

• Manage performance and capability, addressing issues promptly and constructively.

4. Continuous Improvement

• Analyse trends in patient contacts to identify service improvement opportunities.

• Collaborate with cross-functional teams to streamline processes and reduce patient effort.

• Drive adoption of new technologies, ensuring they enhance—not hinder—patient experience.

5. Governance & Compliance

• Ensure all operations comply with data protection, patient confidentiality, and healthcare regulations.

• Maintain clear documentation of policies, procedures, and incident management processes.

• Conduct regular risk assessments and ensure business continuity measures are in place.

What we are looking for:

Skills & Experience

Essential:

• Proven experience managing operations and team leaders in a service contact centre environment.

• Demonstrated leadership in a patient-facing or customer-care-driven setting.

• Strong understanding of service metrics, workforce planning, and process improvement.

• Excellent interpersonal and communication skills with a compassionate approach.

• Experience in regulated environments, ideally healthcare or similar sectors.

Desirable:

• Knowledge of healthcare systems, patient pathways, and clinical terminology.

• Experience with digital patient engagement tools and omnichannel contact centre systems.

Key Attributes

• Empathy with accountability – balances compassion with a drive for results.

• Calm under pressure – able to make sound decisions in high-stakes situations.

• Detail-oriented but strategic – sees the bigger picture while managing day-to-day detail.

• Change leader – inspires and motivates teams through transformation.

Please note that we are unable to offer sponsorship for this position. All applicants must have the right to work in the UK at the time of application

Why join our team?

This is your chance to join a mission-driven company that’s reshaping how healthcare is delivered. You’ll be part of a talented, friendly team that cares about people, progress, and patient outcomes.

• Make a real impact every day, helping patients across the UK and beyond.
• Grow your career with ongoing training and development opportunities.
• Enjoy a flexible hybrid working model after training.
• Work in a supportive environment that values collaboration and compassion.

Basics you can expect:

🏖️ 33 days (Inclusive of Bank Holidays) + 1 day after 2 years of service, up to 5 extra days

🎂 Extra day off for your birthday

💸 Company share scheme

🏥 Bupa Private Healthcare

🏦 Income Protection

🚲 Cycle to Work Scheme

💪 My Gym Discounts

💰 Enhanced Company pension scheme

🥳 Quarterly Team Training and Social Budget

👶 Enhanced Maternity and Paternity Leave

💸 Rewarding bonus incentive scheme

☎️ 24/7 helpline for physical and mental health support, counselling, and other wellbeing resources.

🛍️ Love2Shop Discount

Office extras:

🍎 Fresh fruit

☕ A free coffee machine

The Simple Online Healthcare Promise:

Founded in 2015, we started off as a small pharmacy with big dreams. Today, we are trusted by over 1500 patients per day, making sure they receive their medication safely and on time. We're always on the lookout for talent. If you're passionate about helping make lives easier, we'd love to hear from you.

Join us on our journey to create affordable health solutions. Apply today to be part of a team that values growth, collaboration, and the simplification of healthcare. Your journey towards creating impactful experiences in the healthcare industry starts here.

Ready to make a difference? Apply now!

Simple Online Healthcare is proud to be an Equal Opportunity Employer.