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Human Operations Manager & Client Success Support
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Human Operations Manager & Client Success Support
Based in Borehamwood
Full-Time | Office-Based | 8:00am–5:00pm
Salary: £33k
We are currently recruiting on behalf of a growing healthcare technology business for an experienced Human Operations Manager & Client Success Support professional to join their team. This is a hands-on management position, with approximately 80% of the role focused on Human Operations and 20% supporting Client Success. You will take ownership of the day-to-day management, performance and development of a team delivering human-supported services to GP practices. You will be responsible for ensuring the operation runs efficiently and consistently, covering staffing, rotas, recruitment, performance management, quality assurance, training and operator development. Alongside this, you will support the Client Success function by investigating operational issues raised by GP practices, preparing information for client meetings and ensuring agreed actions are followed through to completion. This role would suit someone who is highly organised, confident managing people and comfortable making day-to-day operational decisions independently.
Previous experience working within a GP practice or primary care environment, together with practical experience using EMIS, is essential.
The Role
You will take ownership of the Human Operations function and act as the primary manager and escalation point for the team.
Your responsibilities will include:
- Managing the day-to-day Human Operations team
- Managing rotas, shifts, breaks and resource allocation
- Ensuring appropriate staffing levels are maintained
- Managing sickness, absence, annual leave and emergency cover
- Reallocating staff in response to changing demand
- Monitoring operational performance and identifying capacity issues
- Resolving day-to-day operational issues independently
- Managing staff performance, attendance and productivity
- Monitoring call quality and adherence to practice-specific processes
- Investigating errors, quality concerns and operational complaints
- Providing regular feedback, coaching and retraining
- Conducting probation reviews and return-to-work meetings
- Supporting recruitment, interviewing and selection
- Coordinating new-starter onboarding and training
- Ensuring staff have the appropriate systems access and training
- Supporting operator allocation across GP practices
- Maintaining training materials, operational guidance and SOPs
- Providing day-to-day support and guidance to the team
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Client Success Support
Approximately 20% of the role will involve supporting the Client Success function.
This will include:
- Preparing operational information for client meetings
- Investigating operational issues raised by GP practices
- Reviewing complaints and identifying root causes
- Identifying recurring operational issues and trends
- Implementing appropriate operational solutions
- Tracking agreed actions through to completion
- Providing clear updates to the Client Success Manager
- Escalating significant client-impacting issues appropriately
- Clearly communicating what happened, why it happened and what has been done to prevent recurrence
You will support the Client Success team without being primarily responsible for managing client relationships.
About You
We are looking for an experienced healthcare or primary care professional who is confident taking ownership and managing a team.
You will ideally have:
- Previous experience working within a GP practice or primary care environment
- Practical experience using EMIS
- Previous people-management, team-management or operational-management experience
- Experience managing staff performance and accountability
- Experience managing sickness, absence and routine employee matters
- A strong understanding of GP practice operations and the pressures faced by practice teams
- Excellent organisational and prioritisation skills
- Confidence making independent day-to-day management decisions
- Strong problem-solving and investigative skills
- Excellent written and verbal communication
- Strong attention to detail
- The ability to remain calm and make sensible decisions under pressure
- A proactive approach to identifying and resolving problems
- The confidence to provide constructive feedback and address poor performance
- A strong sense of ownership and accountability
Desirable Experience
The following experience would be advantageous:
- GP Practice Manager, Deputy Practice Manager or Assistant Practice Manager experience
- Reception Manager or Primary Care Operations Manager experience
- Workforce planning, rotas and resource management
- Managing healthcare, patient-services or contact-centre teams
- Recruitment, interviewing and onboarding
- Staff training, coaching and performance improvement
- Call quality monitoring or quality assurance
- Investigating patient or client complaints
- Client success, account management or service delivery
- Knowledge of PCNs and the wider NHS primary care environment
- Developing training materials, SOPs and operational guidance
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The Person
The successful candidate will be:
- Highly organised – able to manage multiple priorities and ensure actions are followed through
- Proactive – someone who identifies issues and takes action without waiting to be instructed
- Calm under pressure – able to make sensible decisions when unexpected situations arise
- Assertive and professional – confident setting expectations and addressing performance issues
- Accountable – takes ownership of problems from start to finish
- Independent – comfortable making day-to-day decisions and knowing when escalation is required
- Detail-focused – understands the importance of accuracy in patient-facing services
- Results-oriented – focused on delivering consistent operational and service standards
What Success Looks Like
You will become the key person responsible for the day-to-day running of the Human Operations function. The team will look to you for staffing decisions, performance management, guidance and operational problem-solving. You will be expected to identify issues, investigate their causes, implement solutions and follow actions through to completion without requiring constant senior management involvement. As you become established in the role, you will take increasing ownership of the Human Operations function while gaining greater exposure to Client Success and the delivery of technology-enabled services within NHS primary care.
Package & Benefits
- Private health insurance
- Free on-site parking
- 20 days' annual leave plus bank holidays
- Workplace pension
- Professional development and progression opportunities
- Opportunity to take genuine ownership of a key operational function
- Exposure to Client Success and healthcare technology
- Opportunity to work within a growing healthcare business
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