Insight Workplace Health
Service Delivery Manager
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Location: Hybrid (mixture of working via Llandarcy office and home working)
Working arrangements shall be agreed based on operational need.
Hours: Full time
Salary: £38,000 - £40,000 (dependant on experience)
Service Delivery Manager Overview
Our Operations Team is at the heart of what we do. We support our customers and individuals throughout their occupational health journeys by making every interaction as smooth, helpful, and positive as possible. The team is expected to go the extra mile answering questions clearly, solving problems quickly, and doing everything we can to ensure clients feel supported. We focus on resolving enquiries with as few steps as possible and aim to handle most matters without needing to pass them on to Account Management. By being proactive, attentive, and genuinely caring about each person we speak to, we help create a service experience that people can rely on and that contributes to our excellent reputation.
Alongside delivering exceptional customer service, the operations team play a critical role in the successful day-to-day running of the business. They form the foundation of our operational delivery, ensuring processes run efficiently, service levels are maintained, and customers receive a seamless experience. As Service Delivery Manager, you will be responsible for leading, developing, and supporting this team, creating an environment where individuals feel valued, engaged, and empowered to succeed. By fostering a positive team culture, encouraging professional development, and providing consistent support and recognition, you will help build a stable, high-performing team that is essential to the continued success of the organisation.
Role Title: Service Delivery Manager
Reports to: Head of Commercial & Operational Transformation
Role Purpose
The Service Delivery Manager is responsible for leading, coaching, and developing both the Customer Service and Operations Team to ensure the delivery of an outstanding customer experience and efficient operational performance. A key aspect of the role is creating a supportive and inclusive environment where team members feel valued, recognised, and motivated to perform at their best.
You will provide clear direction, guidance, and encouragement to the team, recognising the vital role they play in the successful operation of the business. Through effective leadership, regular communication, performance management, and development support, you will help build a resilient, engaged, and high-performing team while promoting employee wellbeing and retention.
You will use your knowledge and experience to support the team with complex queries, coordinate daily operations, manage workloads, and work collaboratively with colleagues across the business to ensure a smooth and stress-free customer journey. You will also play a key role in identifying opportunities for continuous improvement, enhancing operational processes, and ensuring we consistently deliver a service that reflects our values and standards.
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Key Responsibilities
Team Leadership & Support
- Oversee the day-to-day operation and line management of the administrative team.
- Set daily work allocation to the administrative team in line with SLA’s and conduct regular check-ins ensuring work is being progressed and any issues are being addressed along the way.
- Conduct monthly or quarterly (as applicable) performance reviews in a supportive, constructive way, providing clear feedback on individual performance. If applicable, document clear targets if improvements are needed.
- Support senior management with collating weekly SLA statistics.
- Give regular feedback, coaching, and encouragement to help the team grow.
- Identify any training or knowledge-based gaps and arrange the necessary training.
- Keep track of workloads and make sure we’re staying on top of response times.
- Lead by example by creating a supportive workplace environment.
- Ensure the team consistently delivers professional, empathetic, and clear communication when dealing with all customers and individuals.
- Work alongside senior management providing regular performance updates and implementing operational changes where required.
- Conduct interviews when vacancies arise.
- Be responsible for the induction of new staff and their training needs, this may include assigning a buddy for new joiners.
- Take personal accountability for meeting utilisation targets, identifying shortfalls early, and implementing clear corrective action plans where performance falls below expectations.
- Work with the Data Specialist to commission and use performance data that informs decision-making, tracks outcomes, and supports continuous improvement.
- Maintain the log of laptop equipment issued to staff.
- Managing swipe cards sign off and any issues as they arise.
- Coordinating the induction plan.
- Keeping up to date with company policies and communications as they are introduced.
- Managing the booking room schedule.
- Ensuring sufficient occupational health practitioner (OHP) resource is available across key sites.
- Managing clinic bookings to minimise waiting times for customers.
- Maintaining the log of incoming and outgoing mail.
- Undertaking office management tasks, including reporting any issues to the landlord.
Delivering Great Customer Service
- Make sure the team responds to clients quickly, clearly, and kindly, aiming to resolve most enquiries on the first call or email.
- Ensure all customer enquiries from the team are handled professionally, empathetically, and efficiently, with regular updates provided where needed.
- Oversee the management of external requests to other medical professionals, ensuring they are actioned promptly and that customers are kept fully informed.
- Ensure the team requests additional information from customers where required so referrals can be triaged correctly.
- Make sure new customer enquiries are managed appropriately in the absence of the sales team.
- Promote a culture where going above and beyond is the norm.
- Listen to customer interactions and make sure we’re meeting our service standards and following processes.
- Step in to help with more complex or sensitive issues.
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Improving How We Work
- Look out for patterns in client questions or problems and find ways to make things easier for the team and for our customers.
- Work with other departments to streamline processes and reduce unnecessary steps.
- Suggest and support changes that make our service even more efficient and helpful.
- Ensure the admin inbox is managed politely, accurately, and effectively, with full and correct answers provided to reduce escalations to Account Management.
Working With Other Teams
- Maintain good communication with the Account Management team to keep escalations low.
- Work closely with clinical colleagues to ensure information is shared accurately and appropriately.
- Ensure external requests are handled quickly and effectively, reducing waiting times for individuals and customers.
- Join in on cross-team projects and discussions when needed.
Admin & Reporting
- Create and keep track of key service stats, customer feedback, and team performance.
- Ensure we’re following all relevant policies, including data protection, confidentiality, and GDPR requirements.
- Make sure all patient and customer records are handled securely and kept accurate and up to date.
- Oversee the team’s responsibility for sharing OH reports with individuals and managers correctly and without error.
- Ensure the team chases individuals for consent after prior viewing and shares reports accurately once consent is received.
- Ensure clinics both on-site and customer-booked are managed effectively so diaries remain full and within required timeframes.
Personal Qualities
- Passionate about helping people and delivering a great service.
- Approachable, patient, and supportive.
- Able to stay calm and focused during busy or challenging moments.
- Always looking for ways to make things better.
- Professional, discreet, and trustworthy - especially when dealing with medical or sensitive information.
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