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    Head of Customer Operations - Leeds, United Kingdom - Practicus

    Practicus
    Practicus Leeds, United Kingdom

    1 week ago

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    Description

    Job Description

    Are you a commercially minded, customer service leader looking to join an exciting business that's bringing innovation to the healthcare market?

    This is a truly unique opportunity to play a key role in a business that is transforming patient experience in the medical devices market.

    The journey of innovation that this business is on will lead to a significant improvement in the quality of life for patients who rely on their service for vital products to support management of long-term health conditions.

    Our client is revolutionising the patient experience in this market, not just by designing and manufacturing products, but by putting the patient experience of accessing those products at the very centre of their focus. Having already introduced digital enablement to speed up the process of prescription dispensing and product access/purchase, this organisation is now looking to scale their model in a way that enhances customer experience and at the same time drives commercial success. This is an opportunity to be a part of an amazing business growth story.

    Who are we looking for?

    This is a role for a senior operational leader who has had significant experience of building and nurturing teams and embedding exceptional customer service behaviours. The key to this role is flexibility. Each day is different and the challenges and circumstances can change by the minute. It is important that you have the ability to be both proactive and strategic, as well as being someone who can roll your sleeves up and take ownership for immediate challenges as they arise. This is a complex and interdependent end-to-end structure that can very quickly encounter challenges and if not resolved quickly, might affect other parts of the operation and the patient experience. We are looking for someone who is passionate about making a difference to the lives of others, and can run an extremely efficient and continuously improving operation with many moving parts, in a commercially viable way.

    We are open to experience from all sectors, but would like to hear from anyone who has a track record of leading customer care and service operations in an innovative enterprise. We'd like to understand how you improved those operations and the metrics that were used to measure your success. What changes you instituted to improve the customer or user experience? How did you create a high performing culture and get the team to gel?

    The position will be based in Leeds and initially be on site for five days. This is likely to move to four once you're fully established in the role.

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