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Customer operations manager

North East England

  • Reference: 385036
  • Job type: Permanent
  • Salary: Competitive

  • Location: Newcastle upon Tyne

Company

As a leading provider of Occupational Health and Wellbeing Services across the North East, NPH Group helps people and businesses by providing a complete view of health needs, working with them to develop solutions and sustainable habits for future well-being.

NPH deliver quality healthcare services that take account of individual and business needs and encourage positive behaviours, with timely direction, guidance and support. The current team is made up of professional, qualified and experienced colleagues with expertise in all areas of Occupational Health and Wellbeing.

NPH Group pride themselves on offering high quality care, flexibility, timely access to services, and an excellent client experience and are now seeking a Customer Operations Manager who is serious about developing their career in the health care sector to join the existing team and play a key role in delivering ambitious growth plans on a national scale.
 

Role

Reporting into the CEO this role will be responsible for the development of B2B services nationwide.
 
Key areas of responsibility will include:

  • Working closely with the management team to help maintain and provide exceptional service in line with the overall company goals and objectives for National growth.
  • Key account management of existing customers,  acting as the primary point of contact and delivering an excellent level of service to ensure retention and growth. Management of contracts, regular review meetings, onboarding of new clients and long term relationship development and management will be the main areas of focus.
  • Business DevelopmentWorking closely with the marketing team to implement a marketing strategy with a focus on customer acquisition. This will include, developing an effective account management pipeline and assisting in the development of relevant marketing collateral.
  • Working closely with the Operations Co-ordinator on the implementation of new contracts and continuous improvement of business process
  • Providing accurate and timely quotations to clients
  • Adoption and building out of online digital tools to improve the speed and quality of support to clients.
  • Working closely with clinical and service support teams to understand and give input into product/service changes relating to the customer service needs.
  • Analysing business workflows and making suggestions to improve operational efficiency and effectiveness for the client and NPH Group.
  • Assisting with the design and rollout of new support channels and service offerings.
  • Preparing performance reports by collecting and analysing data from the customer feedback clinical activity.
  • Identifying and acting to remove obstacles to delivering consistently high levels of service.
 
 

Experience

This is an excellent opportunity for an experienced account or customer operations manager to join a growing and dynamic business at an exciting time where you can play a key role in the success of this newly created role and drive the development of the company on a national scale.
 

  • Candidates need to be able to demonstrate previous experience in delivering excellent customer service to key accounts in a B2B environment, including management of customer contracts / SLA’s.
  • Account management and new business development skills are essential, a demonstrable track record in retaining and developing existing customers whilst also identifying  and winning new customers will be critical to success in this role.
  • Excellent team player who is able to work at all levels internally and externally to ensure delivery of projects.
  • Able to show initiative to grow, shape and mould the role and ultimately make it a success.
  • A track record in delivering business process improvement is highly desirable.
  • Ability to analyse and identify improvements in service systems.
  • Ability to analyse, interpret and apply data/outcomes/feedback.
  • Consultative approach with the ability to deliver tailored services to clients.
  • Tender writing skills.
  • Full drivers licence and the ability to travel to customer sites as and when required
 
 


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