Customer Service Partner Manager

nuffieldhealth; Greater London; Hybrid; 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 in London is seeking a Customer Service Partner Manager to lead our outsourced contact centre partnerships and drive exceptional customer experiences while supporting commercial goals.

You will act as the primary relationship owner for outsourced providers, oversee governance, monitor KPIs and SLAs, and push for continuous improvement across customer journeys. Hybrid working with a competitive salary and benefits package.

Qualifications

• Proven experience managing outsourced service providers or third-party customer service partnerships.
• Strong vendor and contract management with accountability and performance improvement.
• Experience managing KPIs, SLAs and customer experience metrics.
• Excellent stakeholder management and ability to influence senior leaders.
• Strong commercial and financial awareness, including budget management.

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.

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.

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.

To succeed as our Customer Service Partner Manager, we're looking for:

• 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:

• free gym membership
• health assessments
• retail discounts
• pension options

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