Customer Service Operations Manager
Location: Home working with travel to either Leeds, Darlington, Blackburn or Manchester as required
Salary: Up to £50,000 depending on experience
Capita Health & Welfare is a leading provider of health services working with the NHS, helping reduce administrative burdens and improve patient care. The role requires a customer‑focused leader to manage the Performer List Team, oversee all Patient Service complaints and legal enquiry cases, and drive continuous improvement across processes.
Responsibilities
* Lead, manage, and develop the Performer List Team ensuring accurate and timely processing of applications, changes and removals.
* Ensure full compliance with NHS regulations, governance requirements and contractual standards.
* Oversee performance metrics, SLAs and quality assurance frameworks to maintain high service standards.
* Manage escalations, complex cases and sensitive issues requiring senior oversight.
* Drive continuous improvement, efficiency and process optimisation initiatives.
* Act as the senior point of contact for commissioners, stakeholders and NHSE representatives.
* Develop and maintain management systems, policies and procedures that support consistent high quality service delivery.
* Prepare formal written responses aligned with statutory and contractual standards.
* Identify themes, trends, recurring issues and areas of systemic risk.
* Implement corrective actions, process improvements and preventative measures arising from complaints insight through cross‑team collaboration.
* Liaise with commissioners, NHS England and external partners to support complaint resolution and service assurance.
* Manage and coordinate all legal cases relating to Patient Services.
* Ensure robust management system and procedures are in place to manage cases effectively.
Qualifications
* Proven experience in customer service and operations management, preferably within a regulated or NHS related environment.
* Strong understanding of governance, compliance and regulatory frameworks.
* Experience managing complex casework, escalations and sensitive customer interactions.
* Background in complaints management and/or legal case coordination is highly desirable.
* Knowledge of performance management, SLAs, quality assurance frameworks and continuous improvement methodologies.
Benefits
* Competitive basic salary up to £50,000 depending on experience.
* 23 days' holiday (rising to 27) with the opportunity to buy extra leave.
* Paid day out of the office for volunteering or a cause of your choice.
* Auto‑enrolment to company pension, life assurance, cycle2work scheme, fully paid maternity, adoption and shared parental leave, paternity pay.
* Voluntary benefits including discounts on retail, socialising, health & wellbeing, travel and technology.
* Access to employee network groups promoting diversity and inclusion.
Equal Opportunities
At Capita, we are an equal opportunity and Disability Confident employer. We commit to an inclusive, barrier‑free recruitment process and working environment. If you require any adjustments during your recruitment process, please let us know. For more information about equal opportunities and adjustments, visit the Capita Careers website.
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