Job Summary
We are seeking a dedicated operational team leader (with Occupational health experience) to lead the operational support team. You will work closely with key internal and client stakeholders to drive excellent customer service and efficiency within the OH contract.
Your expertise, attention to detail and crisis management will play a crucial role in the smooth and effective delivery of our occupational health service to our client.
Responsibilities
* Direct line management for an OH operational support team, managing absence, annual leave and ensuring frequent check ins are in place to understand each sites services/successes and concerns.
* Performingregular audits on the team, to identify training needs, blockers, process flow issues.
* Working proactively with the client operations manager to ensure processes are efficient & evolving to ensure the team and client give and receive a streamlined service.
* Overarching responsibility for the day-to-day operational delivery for each client site, ensuring any issues are raised by the correct escalation route to ensure efficient solutions are put in place.
* Ensuring invoices are processed correctly and logged in readiness for finance team to perform monthly charging.
* Daily monitoring of administrative dashboards, ensuring the team are working to a high standard of delivery and problem solving if this is impacted by planned or unexpected absence.
* Developing successful relationships with the client SLT and key site stakeholders to always understand requirements and development of services.
* Attending key site meetings where additional support is needed and in absence of site ops team member.
* Overarching responsibility of weekly reporting by the ops team, to ensure valuable site data analysis and incentives are provided to drive OH success onsite.
* Key contact for office-based client sites, managing a smooth delivery of OH including management referrals, health check programs and valuable site updates and feedback.
* Overseeing and supporting in ensuring delivery achieves SLA's outlined within client contract
* Reviewing quality measures and internal reporting to the wider community.
Requirements
Experience
* Proven experience in administration, customer service, client relations management or a similar role
* Experience working in a team.
* Effective communication
Organisation And Planning Skills – essential
* Organisational Skills
* Crisis Management
* Multitasking
Client-Focused Approach – essential
* Excellent communication and interpersonal skills to build and maintain strong client relationships.
* Ability to address client needs and provide exceptional service.
Reporting And Analytical Skills – essential
* Strong IT Skills (MS Office, Database, Data entry)
* Reporting experience.
* Basic analytical skills
Clinic Maintenance Skills – desirable
* Basic knowledge of clinic maintenance and inventory management to ensure a well-functioning on-site clinic.
* Understanding of OH services and project planning
Case Management Experience – desirable
* Familiarity with case management processes and medical terminology.
* Ability to prioritize and manage multiple cases efficiently.
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