Customer Service Partner Manager

Nuffield Health; City of Westminster; On-site; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Free gym membership

Health assessments

Retail discounts

Pension options

Job summary

Nuffield Health is seeking a Customer Service Partner Manager to lead our outsourced contact centre partnerships, ensuring outstanding customer experiences while backing commercial and operational objectives.

You will manage the primary relationship for outsourced providers, drive performance against KPIs and SLAs, and lead governance reviews. This role requires strong vendor management experience and the ability to influence senior stakeholders within a customer-focused environment.

Qualifications

• Commercially minded relationship manager with strong vendor management experience.
• Experience managing outsourced service providers or third-party customer service partnerships.
• Ability to translate performance insights into actionable improvements.

Responsibilities

• Act as the primary relationship owner for outsourced contact centre partners.
• Lead regular business reviews and governance meetings with partners.
• Monitor and challenge KPIs, SLAs and customer experience measures.
• Drive continuous improvement and service enhancements across customer journeys.
• Support contract management, commercial negotiations and supplier renewals.
• Manage supplier budgets and value delivery to maximise ROI.
• Ensure outsourced services comply with contractual, regulatory and data protection requirements.
• Provide performance insights and recommendations to senior stakeholders.

Skills

Vendor management

Stakeholder management

Contract management

Commercial acumen

Performance improvement

Job description

At Nuffield Health, our purpose is to build a healthier nation. As a Customer Service Partner Manager, you'll play a pivotal role in managing and developing our outsourced contact centre partnerships, ensuring they deliver exceptional customer experiences while supporting our commercial and operational objectives. Working closely with Hospital Operations, Customer Services, Procurement, Finance and Technology teams, you'll act as the primary relationship owner for outsourced customer service providers. Responsible for driving operational performance, commercial value, customer satisfaction and continuous improvement across our partner network. This is an excellent opportunity for a commercially minded relationship manager with strong vendor management experience who enjoys building strategic partnerships, influencing performance, and delivering measurable results within a customer-focused environment. As our Customer Service Partner Manager, you will:

• Act as the primary relationship owner for outsourced contact centre partners, building strong partnerships that support customer experience, operational excellence and business growth.
• Lead regular business reviews and governance meetings, ensuring partner performance aligns with agreed objectives and commitments.
• Monitor and challenge performance against KPIs, SLAs and customer experience measures, implementing improvement plans where required.
• Drive continuous improvement, innovation and service enhancements across customer journeys and operational processes.
• Support contract management, commercial negotiations and supplier renewals in partnership with Procurement and key stakeholders.
• Manage supplier budgets, expenditure and value delivery, ensuring maximum return on investment.
• Ensure all outsourced services comply with contractual, regulatory, information security and data protection requirements.
• Build effective relationships across Operations, Customer Services, Finance, Technology and Procurement, providing performance insights and recommendations to senior stakeholders.
• Proven experience managing outsourced service providers, strategic suppliers or third-party customer service partnerships.
• Strong vendor and contract management expertise, with the ability to drive accountability and performance improvement.
• Experience managing KPIs, SLAs and customer experience metrics within a customer-focused environment.
• Excellent stakeholder management and relationship-building skills, with confidence engaging and influencing senior leaders.
• Strong commercial and financial awareness, including budget management and supplier value optimisation.
• The ability to analyse performance data and translate insights into actionable improvements.
• Excellent communication, presentation and organisational skills, with the ability to manage multiple priorities effectively. We want you to love coming to work, feeling healthy, happy and valued. That's why we've developed a benefits package with you in mind. Here, you can choose from a range of fitness, lifestyle, health and fitness wellbeing rewards, such as free gym membership, health assessments, retail discounts and pension options.