Customer Service Partner Manager

Nuffield Health; Greater London; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid working

Benefits package

Job summary

Nuffield Health is seeking a Customer Service Partner Manager in Barbican, London, offering hybrid working and a permanent full-time role. You will manage and develop our outsourced contact centre partnerships, ensuring exceptional customer experiences while supporting commercial and operational goals.

Working with Hospital Operations, Customer Services, Procurement, Finance and Technology, you will own relationships, drive performance, value, and continuous improvement across the partner

Qualifications

• Experience managing outsourced service providers and vendor partnerships.
• Strong contract management and governance capabilities.
• Proven ability to analyse performance data and drive improvements.
• Excellent stakeholder management and ability to influence senior leaders.
• Commercial awareness including budget management.
• Healthcare or contact centre experience preferred.

Responsibilities

• 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.

Skills

Vendor management

Contract management

KPIs & SLAs

Stakeholder management

Commercial awareness

Data analysis

Communication & presentation

Organisational skills

Healthcare/contact centre experience

Job description

Customer Service Partner Manager Barbican, London | Hybrid Working | Permanent | Full-Time Competitive salary available, depending on experience 37.5 hours per week

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.

Key Responsibilities

• 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.

Key Qualifications

• 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.
• A proactive, collaborative and results-focused approach, ideally gained within healthcare, contact centre or service-based environments.

Helping you feel good. 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.

At Nuffield Health, we take care of what’s important to you.

Nuffield Health, is the UK’s largest healthcare charity. For over 60 years, we’ve been working to make the UK fitter, healthier, happier and stronger. All for the public benefit. We do this through our family of 31 award-winning hospitals, 113 fitness and wellbeing centres, healthcare clinics and over a 100 workplace wellbeing services. As a charity, we reinvest all our income into our services, into pioneering improvements in care, and most importantly into our social impact programmes, which are designed to support people who would not normally be able to afford or access our services. Its all part of our mission to give everyone the care they need and to build a healthier nation.