HCML is the UK’s leading provider of rehabilitation, case management, occupational health, and workplace wellbeing services. We help people recovering from serious injury to achieve lasting recovery, guiding them through rehabilitation, community reintegration, return to work, and long-term support. Alongside this, we provide employers and employees with bespoke health and wellbeing solutions that tackle causes, prevent risks, and build a healthier, happier, and more productive workforce. With over 20 years’ experience, ISO-accredited clinical governance, and a certified Great Place to Work® culture, we deliver coordinated, compassionate, and outcome-driven care across insurance, corporate, legal, and private medical insurance markets. We’re also proud to be recognised as a 2025 UK’s Best Workplace for Wellbeing, reflecting our commitment to supporting the growth, development, and wellbeing of our people.
Job title: Operational Support Administrator
Location: Tewkesbury & Worcester (Hybrid available)
Salary: £24-£25K
Status: Full-time, permanent
Purpose of Role:
To deliver high quality support to the business including customer focused support and working closely with all areas of the company, whilst striving to deliver a streamlined service. The role of an Operational Support team member is varied and flexible, with a wide range of duties to be covered within the scope of the role.
Key Responsibilities:
* Manage client reimbursements in accordance with relevant scheme rules and benefits
* Screen client ‘On boarding questionnaires’ in accordance with guidelines
* Arrange client appointment bookings
* Handle incoming and outgoing calls and signpost efficiently
* Provide front line support to customers, troubleshooting for technical issues they may be facing with use of our bespoke portals
* Collate and present customer feedback and Net Promoter scores to management
* Implement weekly and monthly client membership amendments
* Conduct weekly patient facing reception duties and co-ordinate of our FRS clinic based in Barbourne - Worcester
Person Specification:
Experience
Essential
Proficient in Microsoft Office software including Excel, Word, Outlook and PowerPoint and be able to add creative flare to all presentations.
Skills & Knowledge
Employ a flexible attitude in relation to meeting the demands/needs of the work place.
Be able to work to tight deadlines and to be calm under pressure.
Be confident, precise and helpful when dealing with any customer complaints.
Attributes
Attention to detail
Excellent interpersonal communication skills
Be comfortable working either on your own initiative or as part of a team.
Qualifications and Training
5 GCSEs – A*-C
Equal Opportunities Statement
HCML is committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.