Front Office Service Delivery Manager

Tunbridge Wells
16 May 2018
18 May 2018
Contract Type
Full Time
There are a large number of Health Practitioners based on site and out in the community that will undertake assessments in line with their training and will require support from their line manager to consolidate their training and to ensure they are able to effectively perform their role to high quality standards.

The business has grown rapidly over the first 12 months with continued adjustments required. The role will develop and flex to suit the business needs and will require a high degree of commitment and flexibility.

The role within the organisation although new is based on a successful business model which has been proved to be extremely valuable to the business.

We strive to be best in class, to achieve external recognition, attracting and retaining the best people. We strive daily to add value and achieve excellence, to be pro-active and power sustainable progress for ourselves and our clients.

This is a full time role working 37.5 hours per week on a shift basis to cover occasional evening working in line with our customers' requirements. Dependant on customer demand the working hours at the AC cover 8am - 8pm Monday to Friday and 9 am - 5 pm Saturday.

We currently have 1 vacancy available in the following location:

Tunbridge Wells (1 Calverley St, Tunbridge Wells, TN1 2BZ)

Your main responsibilities will involve:
· Responsibility for performance management, absence management, career development, employee engagement and all disciplinary and/or grievance matters arising in the team.

· Effective management and deployment of employees to ensure that deadlines and targets are met within agreed timescales

· Ensuring that medical, administrative, accommodation and IT resource utilisation is maximised to schedule examination appointments to achieve all targets.

· Producing and making active use of statistical data and work management reports to effectively manage workloads

· Provide performance reports/ data as and when required

· Support Service Delivery Teams in building and maintaining positive customer relationships

· Manage multiple teams with a variety of job content and performance targets

Job Requirements

· You will be required to undergo and successfully gain a BPSS security clearance check in order to undertake this position.

· Proven track record in managing service delivery teams in multi-disciplinary IT-enabled business operations.

· Experience managing a complex service delivery structure with a proven successful track record in meeting SLA/ KPI requirements.

· Customer service experience in a customer facing role

· IT literate, competent MS Office, Word and Excel skills

· Fluent English language skills, able to communicate with stakeholders on a day to day basis via telephone, email and face to face in a clear, caring, courteous and professional manner.

· Influencing skills: able to challenge conventional ideas and persuade people to engage with new processes or developments to achieve business objectives.

· Organisation skills: demonstrate the ability to prioritise workload when multitasking in a rational manner both individually and for the team as a whole.

· Problem solving skills, analytical, logical thinker

· Ability to manage change positively, effectively and efficiently to achieve best outcomes

· Positive attitude, personal drive to achieve and exceed targets and support others in achieving targets

· Ability to work unsupervised and use initiative

· Adapts to changing circumstances and new information that affects goals and plans; can play several different roles simultaneously according to the specific situation; smoothly adapts to ways of working within a new (customer) environment; experiments with new ways of doing things; takes a positive approach to dealing with change

· Flexible and adaptable attitude: willing to undertake other ad hoc duties as required e.g. supporting other teams / cover team leader duties, etc.

· Innovative thinking and ability to inspire team members


· Previous experience in the Healthcare sector

· Experience in managing remote teams
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