Customer Experience Manager - Barnstaple - Held Health

Description

Operations Manager – Held Health

Permanent Full Time Hybrid role in North Devon - building from 1 day a week in Barnstaple to 3 days a week typically.

Salary £55, ,000 DOE pa

About us...

Held Health is a fast‐scaling healthcare organisation redefining assessment and support for neuro‐diversity, Autism, ADHD, learning difficulties, and mental health across the UK. We deliver evidence‐based clinical pathways supported by rigorous governance, strong data quality, and a genuinely neurodivergent‐affirming culture. As we grow, we're building modern, digital‐first operations that make accessing care simpler, faster, and more accessible for children, adults, and families. Our goal at Held Health is to deliver care so exceptional that it becomes the natural choice people recommend to their friends and family.

Operations Manager

You will play a central role in building, scaling and leading Held Health's operational capability. This includes designing and managing a Customer Support Hub care coordination function, implementing and managing a new CRM/helpdesk solution, and defining and delivering an outstanding customer experience for families navigating ADHD pathways.

As the Operations Manager you will lead day‐to‐day operations, own the Held Health's key patient journey processes, ensure operational excellence is aligned with ISO standards, information security requirements and clinical governance standards achieving this through the initial and ongoing development of your team.

You will need a hands‐on, high‐ownership approach, so this role is ideally suited to someone who has built operations in a fast‐growth healthcare organisation and is passionate about delivering accessible, supportive, high‐quality service and developing team capability

Key Responsibilities

Build & lead a Customer Support Hub Operations function

• Design, implement and scale a multi‐channel Patient Access / Care Coordination service.
• Develop scripts, triage frameworks, escalation processes and service protocols.
• Establish SLAs, quality standards and monitoring systems (including call auditing, ticket QA, and coaching frameworks).
• Oversee current capacity management, staffing levels and real‐time responsiveness, whilst ensuring service levels are not compromised.
• Oversee workforce planning and Support Hub capacity modelling to support future growth.

CRM Implementation & Digital Workflow Automation

• Lead the selection, setup and rollout of a CRM/helpdesk platform - Zendesk
• Ensure the mapping throughout the patient journey into CRM to facilitate workflows, triggers, key communications, views, reporting and automations.
• Develop dashboards and reporting within the system to monitor and report performance and to drive improvements.
• Provide clear training, development and standards for the team to ensure consistent adoption and usage of CRM throughout the patient journey.
• Ensure CRM integrates effectively with clinical systems, scheduling, and other internal tools.

Customer Experience (CX) Excellence

• Build and embed a CX framework tailored to neurodivergent patients and their families.
• Drive and champion a culture of empathy, clarity and exceptional service quality across all Held Health.
• Create and maintain high-quality documentation, SOPs and operational guidance that support the delivery of Customer Experience Excellence.
• Define and introduce proactive, informative communication touchpoints throughout a family's journey with clear and structured follow-up processes.
• Define and monitor communication standards, tone‐of‐voice guidelines, guidance scripts and key response protocols.
• Lead continuous improvement initiatives based on family feedback, complaints, operational insights and best practice.

Accessibility & Family Support

• Ensure all patient-facing processes, communications, guidelines and online forms are neurodivergent‐affirming, accessible, inclusive and easy to navigate.
• Maintain a system for identifying and supporting vulnerable families or those needing additional adjustments and act as point of escalation as required.
• Work with clinical leadership to simplify and improve navigation of the our clinical pathways.

Day‐to‐Day Operational Leadership

• Oversee end‐to‐end patient operations, from referral through to assessment and follow‐up.
• Identify and resolve operational issues quickly and proactively, ensuring stability and consistency and any learnings identified to prevent reoccurrence.
• Lead coordination across clinical, and care-coordination teams.

Governance, Quality & Compliance

• Ensure operational processes remain aligned with ISO 9001, ISO 27001 and ICO standards.
• Work closely with the Head of Operations & Clinical Governance on QMS processes.
• Contribute to risk assessments, incident investigations and improvement plans.
• Maintain excellent data hygiene, documentation and audit readiness.

Leadership & Team Development

• Lead, coach and develop Team Leads and Coordinators to reach their individual potential and achieve team goals, with a key focus on the customer experience.
• Build a high-performance culture with clear expectations and accountability.
• Support change management during periods of rapid growth and system evolution.

Skills & Experience

• Demonstrable experience building or scaling a call‐centre‐style operations function (e.g., patient access centre, care coordination hub, digital health support team).
• Experience working in a rapid-growth healthcare organisation, ideally within mental health, digital health, community services or private pathways.
• Proven experience implementing or managing CRM/helpdesk platforms - Zendesk
• Strong capability in process design, workflow optimisation and service scaling.
• Experience developing CX frameworks and driving measurable improvements in service quality.
• Excellent communication skills with a strong ability to support, reassure and inform families.
• Proven engaging leadership and coaching capability.
• Data-driven mindset with comfort building KPIs, dashboards and operational reporting.
• Experience in regulated environments with an understanding of safeguarding, data protection and governance.

Desirable

• Experience working in neurodevelopmental, ADHD or mental health settings.
• Familiarity with ISO management systems (9001,
• Experience with EHR platforms or healthcare scheduling systems.
• Background in customer service transformation or accessibility-led service design.

Attributes & Behaviours

• Empathetic, calm and patient‐centric approach.
• Highly organised with excellent attention to detail.
• Pragmatic, solutions-focused and comfortable with ambiguity.
• Strong sense of ownership and accountability.
• Enthusiastic about improving accessibility and reducing friction for families.
• Thrives in a fast-paced environment with evolving processes and priorities.

In return you will get:

• Salary £55 - 70K (pro rata), DOE
• Company Pension scheme where applicable
• Holidays – 34 including bank holidays Pro Rata
• Induction Programme
• Opportunities for professional learning and development with career advancement
• Supportive and collaborative work environment, including a proactive Multi-disciplinary Team
• Maternity / Paternity / Adoption Leave
• Regular Team events
• Cycle to work scheme