POSITION: Permanent, Full Time
LOCATION: Remote with UK travel to customer locations
SALARY: £65,000
START DATE: Ideally immediate or within a short notice period
United by our vision. Leading with empathy. Pioneers in curiosity.
Healios exists to bring exceptional healthcare to anyone, anytime, anywhere. By digitising entire clinical pathways, we enable children, adults and their family members to receive and seamlessly transition between clinical services from the comfort of their home.
Innovation is at the heart of what we do as we strive to be the leading provider of neurodevelopmental and associated mental health services. You can find out more about us by clicking here!
Healios is all about helping families feel better and that includes our own families too, which is why we embrace diversity in all its forms and offer unparalleled flexibility for our employees. For more information on what it’s like to be a Healios employee, and our hiring processes, take a look at our Notion page.
“Great minds don’t think alike”
From our talented tech teams to our standout clinical expertise, we’re bringing great minds together to build more accessible services.
Our team managers play a vital role in enabling our remote-working clinicians to deliver a range of clinical assessments and interventions, which include mental health assessments and interventions, CBT & Family Interventions for a range of mental health problems across the age range.
The clinical delivery team sets out to empower every young person to build the capabilities for long-term mental health to successfully navigate life’s challenges and experience a better quality of life.
Through our NHS partnerships and private care offer we are improving outcomes for children, young people and their families across the UK. We are a dynamic and fast growing multi-disciplinary team with a passion for delivering exceptional experiences for our partners, service users and their families.
The role
The Customer Operations & Performance Manager leads new and existing customer mobilisations and is accountable for optimising contract performance across our NHS and Private customer portfolio. This is a key role in ensuring the successful mobilisation, performance and ongoing success of customer contracts across Healios.
Scope and Scale
- Ownership of contract performance across a portfolio of NHS and Private customer contracts
- Leadership of a Customer Operations team responsible for mobilisation, performance and customer engagement
- Accountability for referral flow, customer engagement cadence and KPI tracking across 40+ NHS and Private customer accounts
- Key interface between customers and internal teams ensuring alignment
Contract Mobilisations
- Lead virtual and on-site customer onboarding meetings, training and implementation activities to ensure customers are set up for success
- Take ownership of operational mobilisation, delivering a seamless and coordinated experience in partnership with our clinical and growth teams
- Drive alignment across internal and external stakeholders, through structured planning, clear communication and robust documentation
Customer Relationship Management
- Lead a team to deliver structured customer engagement across your portfolio
- Act as the primary point of contact for customer queries, escalations and ongoing communication
- Build and maintain strong, trusted relationships with key stakeholders across NHS and Private customers
- Proactively identify customer needs, risks or concerns and coordinate internal responses
- Capture and share customer feedback to inform service improvements and internal alignment
Referral optimisation
- Monitoring and analysis of referral flow across the customer portfolio against activity plans and budgets
- Producing referral reports, forecasts, analysis and pipelines
- Customer engagement, relationship building and solutioning to ensure referral levels meet the need of the customer and Healios
- Developing relationships with internal stakeholders in Clinical, Growth and Operations to support and enable a whole system approach to demand planning
Commercial & Contract Performance
- Support the effective delivery of contracts in line with agreed activity levels, budgets and commercial expectations
- Monitor performance against contracted volumes to ensure alignment between demand, capacity and revenue
- Accountability for KPI, contract and performance reporting to customers
- Identify risks to contract performance and revenue delivery, proactively escalating and proposing mitigations
- Work with internal stakeholders to optimise utilisation and ensure services are delivered efficiently and sustainably
Success in this role looks like
- Customers receive a gold standard onboarding experience
- A deep understanding of each customer, their contractual service specifications and KPIs
- Contract KPIs and performance standards are consistently met or exceeded across all accounts
- Referral volumes are actively managed and aligned to agreed activity plans.
- Risks to contract performance or delivery are identified early and effectively mitigated
- Customers experience a high level of engagement and satisfaction, with strong and trusted relationships.
- Reporting is accurate, timely and provides clear visibility of performance.
- Internal teams are aligned and working effectively together to deliver contract expectations.
What you need to have
If you feel you could be a good fit for the role but do not meet all of the criteria, please do make an application and we will be happy to consider your application.
- Extensive experience of operations in a clinical setting
- Extensive experience of developing processes, SOPs and ways of working
- Extensive experience of data analysis, reporting and interpretation
- Experience in a customer facing or account management type role
- Experience managing and supervising staff, including dealing with organisational change, performance management and conflict management
- A mindset and leadership style that is flexible, open to challenge and can effectively challenge others to think and operate differently
- Collaboration with a wide range of stakeholders within Healios
- Experience of establishing process that lead to improved performance
- Able to work under pressure to meet key performance indicators and organisational objectives
- Superior interpersonal skills and a positive, approachable manner
- Have a professional home working environment
What’s in it for you
- 33 days holiday (including 3 days for the Christmas closure between Christmas and New Year plus Bank Holidays)
- Birthday Leave
- "Life Leave" - 2 days of extra leave to take when things you can't plan for happen
- Enhanced family friendly policies
- Contributory Pension Scheme
- Fully personalised flexible benefits package including; Health Cash Plan, Life Assurance, EAP Service, Critical Illness Cover, employee discount and savings portal, Cycle to Work Scheme, Tech Scheme and Wine Club
- Work from anywhere policy
- Free access to co-working spaces
- Company laptop, monitor and keyboard, plus an allowance to purchase additional equipment
- CPD/Growth day per year, plus personal development allowance to invest in your growth
ACCOMMODATIONS
We’re glad to accommodate candidates who need adjustments throughout the hiring process and we're always learning about different accessibility needs to ensure our hiring process is accessible for all candidates. We encourage you to be open about the adjustments you need so we can adapt our interview process. You can read more about Healios being an Inclusive Employer on our Notion Page!
DIVERSITY AND INCLUSION
“Do the right thing” is one of our core Healios values. And building a diverse and inclusive workplace where everyone feels supported is absolutely the right thing to do. Whether we’re developing a new service line or enhancing one of our products, we need people with different skills, backgrounds, identities and perspectives to ensure our innovations will work for the children and young people we are here to serve. By embracing diversity, we can deliver better care experiences and outcomes, while tackling the inequalities in healthcare provision that exist today.
SAFER RECRUITMENT & PRE- EMPLOYMENT CHECKS
Healios ensures that supporting people to be safe is at the heart of our work and a key priority across all areas of the organisation, We will do our absolute best to keep the people that we support, safe from harm. This starts with our recruitment processes.
As part of our pre-employment checks, all employees of Healios will be asked to have a Disclosure and Barring Service (DBS) check. Dependent on your role within the business, this will either be an Enhanced or Basic. A Protecting Vulnerable Groups (PVG) check will be required. You will also be asked to provide two professional references as a minimum.