Head of Customer Operations
- Recruiter
- Alere Toxicology
- Location
- Loughton
- Salary
- Competitive
- Posted
- 21 Sep 2017
- Closes
- 04 Oct 2017
- Sectors
- Customer Service & Call Centre
- Contract Type
- Permanent
- Hours
- Full Time
Job Title: Head of Customer Operations
Location: Loughton
Salary: GBPCompetitive
Alere Healthcare Connections is a forward-thinking occupational health provider that enables you to manage the health and safety of your employees, ensuring you comply , manage and engage with your workforce.
Our medical team is based in the UK and specialises in employment medical programmes, preventative health schemes and drug and alcohol sample collection services. We serve organisations across a range of industries through our network of nationwide medical centres and team of field based Health Professionals.
We are looking for a Head of Customer Operations to lead and manage the Customer Operations Team for Alere Healthcare Connections. You will be responsible for proactively reviewing current processes to ensure continued compliance, leading to a consistently good experience for our customers.
Duties and Responsibilities:
- Lead and manage the customer operations team
- Motivate the teams, leading by example to solve problems and ensure service levels are maintained
- Assist in the continued development of KPI for the business, reporting on these regularly
- KPI data to drive decisions, undertaking remedial actions where necessary to ensure the service delivered to our customers in a timely manner
- Manage the investigation in to customer complaints ensuring feedback is provided to our customers in a timely manner
- Play an active role in the build out of the clinical team, supporting the drive towards a front end loaded service delivery model
- Proactively work with colleagues and peers to ensure that compliance with accreditation systems is maintained, identifying areas for improvement
- Monitor the performance of third party providers, ensuring service levels are maintained, addressing areas of poor performance where required
- Utilise activity data to ensure robust resource planning and utilisation of field based team of health professionals
- Undertake monthly budget reviews, utilising data to drive day to day decisions
The successfully appointed Head of Customer Operations will be an experienced manager and have worked in a similar role previously. You will be an excellent decision maker and have the ability to see the bigger picture with regards to the customer requirements and commercial direction.
Skills and Experience Required:
- Experienced people manager, able to clearly demonstrate experience with examples of where they have inspired, led and motivated a team
- Experience of working in a busy environment
- A self-motivated and resilient individual with excellent communication skills
- Articulate, good logical problem solving skills, good attention to detail
- Ability to quickly develop strong working relationships with the teams and peers
- Experience of reviewing and utilising data to drive data based decision making
What the company will offer:
- Competitive Salary
- Childcare vouchers
- Health and Dental Care
- Cycle to work scheme
- Contributory pension
Location: Loughton
Salary: GBPCompetitive
Alere Healthcare Connections is a forward-thinking occupational health provider that enables you to manage the health and safety of your employees, ensuring you comply , manage and engage with your workforce.
Our medical team is based in the UK and specialises in employment medical programmes, preventative health schemes and drug and alcohol sample collection services. We serve organisations across a range of industries through our network of nationwide medical centres and team of field based Health Professionals.
We are looking for a Head of Customer Operations to lead and manage the Customer Operations Team for Alere Healthcare Connections. You will be responsible for proactively reviewing current processes to ensure continued compliance, leading to a consistently good experience for our customers.
Duties and Responsibilities:
- Lead and manage the customer operations team
- Motivate the teams, leading by example to solve problems and ensure service levels are maintained
- Assist in the continued development of KPI for the business, reporting on these regularly
- KPI data to drive decisions, undertaking remedial actions where necessary to ensure the service delivered to our customers in a timely manner
- Manage the investigation in to customer complaints ensuring feedback is provided to our customers in a timely manner
- Play an active role in the build out of the clinical team, supporting the drive towards a front end loaded service delivery model
- Proactively work with colleagues and peers to ensure that compliance with accreditation systems is maintained, identifying areas for improvement
- Monitor the performance of third party providers, ensuring service levels are maintained, addressing areas of poor performance where required
- Utilise activity data to ensure robust resource planning and utilisation of field based team of health professionals
- Undertake monthly budget reviews, utilising data to drive day to day decisions
The successfully appointed Head of Customer Operations will be an experienced manager and have worked in a similar role previously. You will be an excellent decision maker and have the ability to see the bigger picture with regards to the customer requirements and commercial direction.
Skills and Experience Required:
- Experienced people manager, able to clearly demonstrate experience with examples of where they have inspired, led and motivated a team
- Experience of working in a busy environment
- A self-motivated and resilient individual with excellent communication skills
- Articulate, good logical problem solving skills, good attention to detail
- Ability to quickly develop strong working relationships with the teams and peers
- Experience of reviewing and utilising data to drive data based decision making
What the company will offer:
- Competitive Salary
- Childcare vouchers
- Health and Dental Care
- Cycle to work scheme
- Contributory pension