Customer Service Manager - North

Location UK-Altrincham | UK-Berkswell | UK-Derby
Posted Date 7 days ago(2/14/2018 6:11 AM)
Requisition ID
# of Openings
Job Function
Hidden (172694)
Job Schedule
Contract Type

Project/Position Introduction (MAX 500 Characters)

Health Management (a MAXIMUS Company) offers expert medical advice, dynamic health-promotion campaigns and on-site clinical support to a wide range of employers nationwide. We offer a friendly and supportive working environment and understand the importance of quality and standards.

Job Summary

Accountable for all client facing transactional activities for the region

Ensuring that the Administration Teams operate in the most efficient and cost effective way, whilst still ensuring the delivery of a high quality service

To provide leadership, development and management to the Administration Teams

To deliver an efficient and effective service to our clients that meet all required Service Level Agreements, quality and compliance obligations

To develop an effective working relationship with counterpart in other geographical location to ensure that client delivery is always the primary focus 

Essential Job Duties


Provide confidence and assurance to the Operations Manager in the delivery of  a high quality service

Create and encourage a quality and performance driven environment in which Team Leaders and staff take responsibility to deliver high quality services to all Clients and colleagues within agreed SLA’s.

To identify and manage all risks within scope of the role and escalate accordingly

Provide leadership to the team

To continually review resource and capacity requirements ensuring that resources are used in the most cost efficient way

To develop an effective working relationship with counterpart in other geographical location to ensure that client delivery is the primary focus

To ensure an appropriate governance framework is in place including team meetings, decision making mechanisms and communication both written and verbal

Operational Management

Overall responsibility for identifying and resolving issues impacting performance to ensure that client SLA’s are achieved and maintained.

To constantly review the resources required against the demand to ensure the most efficient use of resources

Ensure that appropriate administrative and support services are delivered to the clinical team, Clients and Client Employees

Identify MI reporting requirements ensuring appropriate analysis to ensure informed decision making for both the business and the client

Ensure all approvals with financial consequences (or risk) are carried out in accordance with the requirements of the Authority Matrix

To ensure that appropriate administrative support is in place for clinicians and clients including administration of the referral process and processing of paperwork in a timely way

Ensure that performance targets, service levels and Data Protection protocols are achieved

To develop and implement operational plans to drive improved performance and quality measures and ensure appropriate monitoring and accountability of the plans

To play a key role in improving the profitability of the business by ensuring that all decisions are commercially viable and where possible are a ‘win-win’ for all stakeholders

Ensure appropriate governance arrangements are in place to ensure the highest quality of service and minimise risk to the business

Line Management

To provide effective  line management to members of the team ensuring appropriate communication channels are in place

To develop a high performing team by robustly managing the performance of the team, setting clear objectives and ensuring accountability

Create a culture of engagement where all feel able to contribute ideas for improvement and efficiencies

Identify and nurture talent developing a succession plan for the future

Ensure that all Company HR Policies are complied with and ensure effective performance management of absence management, employee relations issues and performance issues

Motivate, inspire and coach team members to be the best they can and ensure this approach is cascaded through all the teams

Ensure appropriate people compliance eg. EDVA and annual compliance training

Project Management/Account Management

To assist with the production of tender documents

To assist with the production of Clinical processes and SOPs

To undertake projects as and when required

Education and Experience Requirements

Experience of managing client facing administration teams and of being responsible for the delivery of client services within SLAs

A proven track record of setting a strong direction for teams which builds commitment, supports high quality decision making

A detailed understanding of Occupational Health and how services are delivered


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