Operational Support Administrator

HCML; Tewkesbury; Hybrid; AUD 45,000 - 56,000; Full time

Job summary

HCML is seeking a proactive Operational Support Administrator to join our team in a hybrid role based in Tewkesbury and Worcester. The position offers £26,500 per annum and standard hours of 37.5 per week, Monday to Friday.

You will drive efficiency across business support functions, deliver excellent customer service, and support with onboarding, reimbursements, appointments and portal troubleshooting. The role requires strong administrative skills, IT literacy, and experience with CRM and

Qualifications

• Experience in admin support and customer service.
• Proficient with office software and portals.

Responsibilities

• Manage client reimbursements and onboarding questionnaires.
• Arrange client appointment bookings and handle calls.
• Provide frontline customer support and troubleshoot portal issues.
• Coordinate weekly clinic duties at Barbourne – Worcester.
• Process communications and maintain office supplies.

Skills

Customer service

Administrative skills

Communication

Time management

Tools

CRM

SharePoint

Outlook

Teams

Business Central

Rio

Mitel

Job description

Job title: Operational Support Administrator

Location: Tewkesbury & Worcester (Hybrid)

Salary: £26,500 per annum

Working Hours: Mon-Fri 9am-5.30pm - 37.5 hours per week

Status: Full-time - Permanent

HCML is the UK’s leading provider of rehabilitation, case management, occupational health, and workplace wellbeing services. We’re also proud to be recognised as a 2025 UK’s Best Workplace for Wellbeing, reflecting our commitment to supporting the growth, development, and wellbeing of our people.

We are seeking a proactive Operational Support Administrator to join a high-performing, established team. In this role, you will drive efficiency across our business support functions while delivering excellence in customer service.

Purpose of Role

To deliver high quality support to the business including customer focused support and working closely with all areas of the company, whilst striving to deliver a streamlined service. The role of an Operational Support team member is varied and flexible, with a wide range of duties to be covered within the scope of the role.

Key Responsibilities

• Manage client reimbursements in accordance with relevant scheme rules and benefits
• Screen client ‘On boarding questionnaires’ in accordance with guidelines
• Support with new system testing, roll out of new procedures and develop new ways of working
• Arrange client appointment bookings
• Handle incoming and outgoing calls and signpost efficiently
• Provide front line support to customers, troubleshooting for technical issues they may be facing with use of our bespoke portals
• Chase clinical information in a timely and professional manner
• Process Data Subject Access Requests and escalations in accordance with the ICO guidelines
• Collate and present customer feedback and Net Promoter scores to management
• Implement weekly and monthly client membership amendments
• Conduct weekly patient facing reception duties and co-ordinate of our FRS clinic based in Barbourne - Worcester
• Process incoming communications (Post and emails) and action as required"li>
• Manage office supplies and maintenance as required
• Ad hoc document formatting in line with company branding and quality management standards (Microsoft Word, Excel, PowerPoint, Visio, Adobe Acrobat)
• Greet visitors in an efficient and friendly manner to include preparation of refreshments for meetings
• Previous use of CRM, SharePoint, Outlook, Teams, Business Central, Rio, Mitel packages would be advantageous
• Complete tasks requested to be completed required by management
• Demonstrate a professional and respectful approach during all interactions