Customer Service Partner Manager: Outsourced Service

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

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.