Operations Manager – 6 mnth FTC
£35k p.a
Remote
Our client, a mental health clinic, has a exciting opportunity for an Operations Manager to join their team!
The role:
- Lead and support the day-to-day operations of a patient facing support team, ensuring resources are effectively allocated to meet service demand, improve efficiency and deliver an exceptional patient experience.
- Handle complex escalations, including safeguarding concerns, data incidents, or serious service disruptions, swift action, proper documentation, and escalation to senior management or clinical teams as required.
- Work closely with the Operations Manager to manage team capacity, including participating in recruitment, onboarding, and workforce planning.
- Foster strong collaboration across teams, acting as a key link between supervisors and other operational leads to ensure smooth service delivery for patients.
- Champion a positive, patient-first approach, creating a welcoming, efficient, and continuously improving team culture.
- Monitor team performance, using data to drive decisions and identify areas for process improvement or additional training.
- Set and uphold clear expectations for service quality, ensuring all team members understand and meet standards.
- Identify and escalate any issues or delays that may impact the patient journey or wider operational flow.
- Act as first point of contact for team questions, low-level conflicts, and support more complex issues in partnership with HR.
- Design, update and implement clear processes, training materials, and SOPs to support consistency and quality.
- Lead new starter inductions and provide ongoing support and training on systems, processes, and best practice.
- Ensure team members are fully trained and competent in all relevant systems and procedures.
- Maintain oversight of mandatory and skills-based training, tracking completion and identifying development needs.
- Act as a ‘super user’ for new tech systems—performing testing, supporting rollouts, delivering training, and troubleshooting as needed.
- Promote a collaborative, growth-focused team environment where people feel supported and accountable.
- Identify and escalate safeguarding concerns in line with policy.
Key skills/experience:
- Proven experience in people management and leading a team
- Strong administrative and organisational experience
- Experience of working with CRMs
Desirable
- ILM level 3
- CIPD qualification or working towards
- Experience of providing information in various formats
- Significant relevant experience linked to a clinical environment