Operations Service Manager

Croydon, London
Adecco

Our client based in Croydon, Surrey have an excellent opportunity for an experienced Customer Service Manager to work with them on a full time basis. You will be required to work onsite for 4 days per week. The salary os 45,000 to 50,000 per annum.

Details of the role are as follows:-

You would be responsible for the overall operational management, profitability and performance of multiple community contracts. This includes overseeing service delivery, managing budgets, targets and accurate reporting, demand and capacity management, ensuring adequate staffing and resources, and maintaining effective relationships with clinicians, commissioners and other stakeholders. The role requires strategic leadership and operational expertise to ensure high-quality care and compliance with service standards.

KEY RESPONSIBITLIES

1. Services Delivery:
   • Optimise the performance of the services in terms of customer service, process efficiency, activity levels, capacity planning and appointment wastage.
   • To manage a portfolio of services and lead a team to deliver agreed targets for those services.
   • Maximise referrals into the services.
   • Source, negotiate and monitor locations to meet activity and contractual requirements.
   • Validate and sign off accurate monthly contractual submissions and KPSs to commissioners.
   • Track, reconcile, validate and analyse data outcomes and performance metrics, addressing any gaps or inefficiencies.
   • Identify and implement service improvements to enhance experience and outcomes.
   • Working closely with the change department to identify and implement process improvements to enhance operational efficiencies.

1. Financial Management:
   • Take ownership of the Profit and Loss (P&L) ensuring financial profitability, revenue and cost targets are met.
   • Manage the service budget, monitor expenditure, and identify cost-saving opportunities.
   • Collaborate with the Finance department to ensure accurate and timely invoicing.
   • Participate in monthly finance reviews to assess financial performance and address any variances.

1. Stakeholder Management:
   • Foster strong communication and collaboration with clinicians, ensuring alignment on service delivery goals.
   • Build and maintain relationships with internal stakeholders, including other services managers and support departments

1. Leadership and Management:
   • Chair regular team meetings to review performance, address challenges, and align priorities.
   • Attend weekly organisational traction meetings to review progress against strategic goals.
   • Ensure all team members comply with organisational policies, procedures, and regulatory standards.
   • Support the professional development of staff through mentoring and training opportunities.
   • Manage staff recruitment, induction, and appraisals, ensuring alignment with organisational goals and policies.
   • Address staff performance issues promptly and effectively, providing support and guidance as needed.
   • Promote a positive and inclusive working environment, fostering team cohesion and motivation.

1. Performance and KPI Monitoring:
   • Accountable for meeting service performance targets and Key Performance Indicators (KPIs).
   • Implement corrective actions to address any performance issues or unmet targets.
   • Review, monitor and ensure improvements against all service relevant quality trends.

1. Compliance and Reporting:
   • Ensure compliance with all statutory and regulatory requirements.
   • Prepare and submit accurate and timely reports on service performance, financial metrics, and operational activities with regular reconciliation and validation of source data as required.

ESSENTIAL SKILLS AND EXPERIENCE

• Strong leadership and team management skills.
• Excellent financial acumen, with experience managing budgets and P&L.
• Effective communication and stakeholder management abilities.
• Analytical skills to monitor performance and implement service improvements.

If the above role is of interest to you, then please apply asap and one of the team will contact to discuss in more detail.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.