Who you are
* The Manager position will be required to demonstrate strong organisational skills, possess the ability to multi-task, be detail oriented, and able to set and manage priorities, focused on the customer experience
* The successful candidate will have demonstrated experience in meeting and exceeding KPI's, supporting the team and management of client relationships
* Seasoned Customer Service Leader with at least 2+ years experience managing outsourced customer support partnerships
* Background in a regulated industry (healthcare, telemedicine, fintech) is a plus
* Proven experience in driving cost, quality, and compliance improvements with partners
* Familiarity with CS platforms (Zendesk, Salesforce) and performance analytics tools
* Experience in a multi-channel customer support environment (voice, chat, email)
* Strong relationship-building and stakeholder management skills – able to foster trusted, engaged partnerships with BPO teams
* Excellent communication and influencing skills, balancing internal priorities and external expectations
* Data-driven mindset, confident analysing performance data and drawing actionable insights
* Ability to manage multiple priorities and work independently in a fast-paced, high-growth environment
What the job involves
* We are seeking a dynamic Customer Service BPO Partner Manager to ensure outsourced operations for Prescribing and Customer Support consistently meet operational targets and SLAs, whilst aligning with our patient support services strategy
* The Senior Vendor Manager is responsible for ensuring outsourced BPO partners consistently deliver high-quality, cost-efficient services
* This role owns day-to-day performance management of our partners, acts as the primary escalation point for operational issues, and collaborates closely with internal stakeholders to drive continuous improvement and seamless customer experiences
* This team works proactively in a fast paced environment that is constantly changing to deliver an exceptional customer experience
* Build engaging, trust-based relationships with partner leadership teams to foster high performance and continuous improvement
* Act as primary escalation point for day-to-day BPO operational challenges
* Be responsible for implementing new launches and continuous improvement initiatives with BPO partners
* Gather feedback from partners and identify opportunities to streamline workflows, reduce costs, and enhance the customer experience
* Own daily and weekly BPO performance tracking, ensuring SLAs and CSAT
* Manage contract renewals, amendments and terminations
* Working with Legal, lead contract negotiations for Customer Service and Clinical Operations BPO partnerships
* Ensure robust due diligence is well documented to internal framework requirements
* Ensure comprehensive SLAs and governance frameworks are embedded into all contracts
* Own daily and weekly BPO performance tracking
* Design and implement performance management frameworks across BPO partners
* Establish governance structures with regular review cycles and escalation protocols
* Create comprehensive dashboards and reporting systems for executive visibility
* Conduct monthly / quarterly reviews and performance assessments
* Monitor quality assurance programs completed by vendors, and drive continuous improvement initiatives and best practice sharing
* Agree headcount / activity volume targets with CS and Clinical Ops leads
* Manage Vendors to deliver on agreed targets and proactively communicate any risks to CS / Clinical Ops stakeholders
* Collaborate with CS / Clinical Ops Leads to manage business continuity and disaster recovery planning
* Monitor quality assurance programs completed by vendors
* Work with CS and Clinical Ops Leads o set capacity targets headcount targets determine capacity targets Optimise capacity planning and demand forecasting across vendor partners
* Ensure all BPO partners maintain required compliance certifications
* Monitor and audit vendor compliance requirements
* Develop and implement risk mitigation strategies
* Coordinate with legal and compliance teams on vendor-related matters
* Manage incident responses
* Develop and manage vendor budgets and forecasts
* Conduct cost benchmarking and market analysis
* Identify cost optimisation opportunities whilst maintaining service quality
* Manage POs and invoicing
* Partner with finance on vendor-related financial reporting
Benefits
* Monthly Socials
* Health Insurance
* Gym discount
* Flexible working
* £1,000 Annual Learning and Development budget
* Audible Subscription
* Pension Contribution
* 25 days holiday + UK Bank holidays
* Free HeliosX Products