Operations Team Supervisor (X3 Permanent) Are you a passionate leader with a background in contact centres, customer support, or patient care operations? Do you thrive in fast-paced, evolving environments where your ideas and leadership can make a real impact? Clinical Partners, one of the UK s leading providers of mental health services, is scaling rapidly to meet growing demand. We work with both private clients and the NHS to support individuals and families experiencing mental health and emotional challenges. As we grow, we re looking for three dynamic Team Leaders to join our team and help shape the future of patient care. This isn t your typical team leader role. You ll be at the heart of a scaling, mission-driven organisation, helping to build and lead a high-performing, patient-facing support team. You ll be empowered to drive change, improve processes, and deliver exceptional service in a contact centre-style environment that s anything but routine. You'll be joining a fast-growing, purpose-driven organisation where your contributions truly matter. We offer a supportive and collaborative team culture, giving you real ownership and the opportunity to shape how we deliver care. With flexible, primarily remote working arrangements and regular in-person collaboration, you'll enjoy a healthy work-life balance. We re committed to your growth, providing ongoing training and development to help you thrive in your role and beyond. Key Responsibilities Lead and inspire a team of patient-facing support agents in a contact centre-style setting. Ensure smooth, empathetic, and efficient communication with patients across multiple channels. Manage team performance, KPIs, and service levels to deliver outstanding patient experiences. Handle complex escalations, including safeguarding and data concerns. Collaborate with HR, Operations, and Business Development to support recruitment, onboarding, and service delivery. Champion a culture of continuous improvement, innovation, and patient-first thinking. Design and implement SOPs, training materials, and onboarding processes. Act as a super-user for new systems and support tech rollouts. Monitor and analyse performance data to drive operational excellence. Requirements Essential Proven experience leading teams in a contact centre, customer support, or healthcare operations environment. Strong people management and coaching skills. A proactive, solutions-focused mindset with a passion for improving processes. Comfortable working in a scaling, agile business where change is constant. Excellent communication skills and the ability to build strong cross-functional relationships. Highly organised with a track record of delivering on KPIs and service targets. Tech-savvy and confident using systems to drive efficiency. Remuneration and Benefits 35,000 annual salary 25 days paid holiday (increasing with service to 28 days) plus bank holidays A day off for your birthday Healthcare Cash Plan Benefits Platform Life Assurance Discount Vouchers Flexible working opportunities to suit your personal needs Opportunities to take part in charitable events Access to a Wellbeing portal and Employee Assistance Programme (EAP) Equal Opportunities Employer At Clinical Partners we are committed to creating an inclusive and diverse workplace. We believe that everyone deserves an equal opportunity to succeed, regardless of their background, race, gender, age, disability, sexual orientation, or any other characteristic. We welcome applications from all qualified candidates and strive to provide a supportive and respectful environment for all employees. DBS Check Requirement Please note that this position requires a Disclosure and Barring Service (DBS) check as part of our commitment to safeguarding and ensuring the safety of our clients and staff. The successful candidate will be required to undergo a DBS check before commencing employment.