Customer Care Assistant Manager

CCMA; Leeds; On-site; GBP 45,000 - 60,000; Full time

Benefits offered by this job

Competitive salary

Bonus up to £4,000 per year

27 days holiday plus bank holidays (+5

2 paid volunteer/charity days

Health Cash Plan

Employee Assistance Programme

Life Assurance and pension

Job summary

Optimum Medical in Leeds is seeking an experienced Assistant Manager to lead our Customer Care & Prescription Management function on-site 4 days a week with remote flexibility on Thursdays. You will coach Team Leaders and Advisors, drive service quality, and optimise systems to enhance customer journeys and operational efficiency.

We value calm leadership under pressure, strong people development, and a hands-on approach to process improvement in a fast-paced environment.

Qualifications

• Experience leading teams in a busy customer care or contact centre.
• Strong workforce planning and performance metrics understanding.
• Proven ability to use CRM and telephony systems to improve customer outcomes.
• Analytical mindset with data-driven decision making.

Responsibilities

• Lead, coach and develop Team Leaders and Customer Care Advisors.
• Drive performance against service, quality and customer satisfaction targets.
• Manage workforce planning, forecasting and resource allocation.
• Act as the escalation point for complex customer or operational issues.
• Use data and reporting to identify trends and drive improvements.
• Support and optimise telephony, CRM and customer service systems.
• Lead continuous improvement initiatives and support business change projects.
• Ensure compliance with company policies and regulatory requirements.

Skills

People leadership

Stakeholder engagement

Performance management

Data-driven decision making

Calm under pressure

Tools

CRM systems

Telephony platforms

Five9

Genesys

NICE

Amazon Connect

Job description

About the Role

We’re on the lookout for an experienced Assistant Manager to lead our Customer Care & Prescription Management function.

This is a fantastic opportunity for a strong people leader who can motivate teams, drive performance and remain calm under pressure. You’ll be responsible for creating a high-performing culture, delivering excellent customer outcomes and ensuring the smooth day-to-day operation of a busy customer contact environment.

You’ll also play a key role in helping the business maximise the use of technology, systems and data to improve customer journeys, operational efficiency and team performance.

Healthcare experience would be advantageous but is not essential. We’re keen to hear from candidates with a strong leadership background from customer service, contact centre, customer operations or other fast-paced service environments.

Please note that this role will be based at our Leeds HQ, working on site 4 days per week with flexibility to work from home on Thursdays.

Key Responsibilities

• Lead, coach and develop Team Leaders and Customer Care Advisors.
• Drive performance against service, quality and customer satisfaction targets.
• Manage workforce planning, forecasting and resource allocation.
• Act as the escalation point for complex customer or operational issues.
• Use data and reporting to identify trends and drive improvements.
• Support and optimise telephony, CRM and customer service systems.
• Lead continuous improvement initiatives and support business change projects.
• Ensure compliance with company policies and regulatory requirements.

About You

You’ll be:

• An experienced people leader with a passion for developing others.
• Comfortable managing performance within a busy operational environment.
• Calm, resilient and able to lead effectively through periods of pressure and change.
• Highly organised, adaptable and solutions focused.
• A confident communicator who can engage stakeholders at all levels.
• Commercially aware with a focus on delivering both customer and business outcomes.

Technical Skills & Experience

• Experience within a customer service, contact centre or operational leadership role.
• Strong understanding of workforce management and operational performance metrics.
• Confidence using CRM systems, telephony platforms and customer contact technologies.
• Ability to analyse data and use insight to drive decision-making.
• Experience of systems such as Five9, Genesys, NICE, Amazon Connect or similar.

Why Vyne?

We’re building the most people-focused healthcare company in the industry. Our products – from healthcare lubricants to urology solutions – are used in every NHS hospital and in more than 60 countries worldwide. But what truly sets us apart is our culture.

We’re fast-paced, supportive and obsessed with improvement. Our mantra, Constantly Create Better, guides everything we do. If you thrive in environments where people genuinely care, teamwork matters and doing the right thing is celebrated, you’ll feel right at home.

What We Offer

• Full induction plan, ongoing training and regular performance reviews
• Competitive salary plus company wide bonus scheme of up to £4,000 per annum & additional sales team bonus scheme
• 27 days holiday plus bank holidays, with the option to buy or sell up to 5 days
• 2 paid volunteer/charity days each year

• Health Cash Plan and 24/7 GP Anytime service
• Employee Assistance Programme and Mental Health First Aiders
• Life Assurance (3x salary) and pension plan
• A vibrant, values-led culture with regular social events

Our Values

At Optimum Medical we LISTEN, we CREATE, we MAKE IT HAPPEN, we CARE, and we HAVE FUN. If you’re passionate about making a difference and want to be part of a company that puts people first, we’d love to hear from you.

Optimum Medical is committed to equality of opportunity and freedom from discrimination. We encourage applications from all backgrounds and communities.