Customer Care & Prescription Ops Lead (Hybrid)

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

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.