Operational Support Administrator

HCML; Tewkesbury; Hybrid; GBP 23,000 - 30,000; Full time

Benefits offered by this job

Medicash Health Cash Plan

24/7 Digital Health

Mental Health Support

Death in Service benefit

Payroll Giving

Holiday buy/sell

Volunteering/Community days

Maternity/Paternity policies

Professional development

Annual pay reviews

Job summary

HCML is seeking an Operational Support Administrator in Tewkesbury/Worcester for a hybrid role. You will handle admin tasks, customer support, and office coordination across multiple functions, ensuring accurate processing and timely responses.

The role supports the business with efficient operations and a high standard of service. You will work Mon-Fri 9am-5.30pm, earn £26,500 per year, and join a team recognised for workplace wellbeing and development opportunities.

Qualifications

• Previous experience in an Administration, Business Support or Customer service role.

Responsibilities

• Manage client reimbursements in accordance with relevant scheme rules and benefits.
• Screen client onboarding questionnaires in accordance with guidelines.
• Support with new system testing, roll out of new procedures and develop new ways of working.
• Arrange client appointment bookings.
• Handle incoming and outgoing calls and signpost efficiently.
• Provide front line support to customers, troubleshooting for technical issues with our portals.
• Chase clinical information in a timely and professional manner.
• Process Data Subject Access Requests and escalations per ICO guidelines.
• Collate and present customer feedback and Net Promoter scores to management.
• Implement weekly and monthly client membership amendments.
• Conduct weekly patient facing reception duties and coordinate our FRS clinic in Barbourne - Worcester.
• Process incoming communications (Post and emails) and action as required.
• Manage office supplies and maintenance as required.
• Ad hoc document formatting per company branding and quality standards (MS Word, Excel, PowerPoint, Visio, Acrobat).
• Greet visitors efficiently and provide refreshments for meetings.

Skills

MS Office

Data Protection

Telephone manners

Interpersonal skills

Policy adherence

Attention to detail

Deadline driven

Tools

CRM

SharePoint

Outlook

Teams

Business Central

Rio

Mitel

Job description

Job title: Operational Support Administrator

Location: Tewkesbury & Worcester (Hybrid)

Salary: £26,500 per annum

Working Hours: Mon-Fri 9am-5.30pm - 37.5 hours per week

Status: Full-time - Permanent

HCML is the UK’s leading provider of rehabilitation, case management, occupational health, and workplace wellbeing services. We’re are proud to be recognised as a 2025 UK’s Best Workplace for Wellbeing and for Best Workplaces in Healthcare™ 2026, reflecting our commitment to supporting the growth, development, and wellbeing.

We are seeking a proactive Operational Support Administrator to join a high-performing, established team. In this role, you will drive efficiency across our business support functions while delivering excellence in customer service.

Purpose of Role:

To deliver high quality support to the business including customer focused support and working closely with all areas of the company, whilst striving to deliver a streamlined service. The role of an Operational Support team member is varied and flexible, with a wide range of duties to be covered within the scope of the role.

Key Responsibilities:

• Manage client reimbursements in accordance with relevant scheme rules and benefits
• Screen client ‘On boarding questionnaires’ in accordance with guidelines
• Support with new system testing, roll out of new procedures and develop new ways of working
• Arrange client appointment bookings
• Handle incoming and outgoing calls and signpost efficiently
• Provide front line support to customers, troubleshooting for technical issues they may be facing with use of our bespoke portals
• Chase clinical information in a timely and professional manner
• Process Data Subject Access Requests and escalations in accordance with the ICO guidelines
• Collate and present customer feedback and Net Promoter scores to management
• Implement weekly and monthly client membership amendments
• Conduct weekly patient facing reception duties and co-ordinate of our FRS clinic based in Barbourne - Worcester
• Process incoming communications (Post and emails) and action as required
• Manage office supplies and maintenance as required
• Ad hoc document formatting in line with company branding and quality management standards (Microsoft Word, Excel, PowerPoint, Visio, Adobe Acrobat)
• Greet visitors in an efficient and friendly manner to include preparation of refreshments for meetings
• Previous use of CRM, SharePoint, Outlook, Teams, Business Central, Rio, Mitel packages would be advantageous
• Complete tasks requested to be completed required by management
• Demonstrate a professional and respectful approach during all interactions

Person Specification:

Experience

• Previous experience in a Administration, Business Support or Customer service role

Skills & Knowledge

• Proficient in Microsoft Office software including Excel, Word, Outlook, and PowerPoint, with the ability to add creative flair to presentations
• Familiar with, and able to keep up to date with, the requirements of the Data Protection Act
• Excellent telephone manner
• Excellent interpersonal communication skills
• Ability to follow procedures, adhere to policies, and apply these to the scope of work
• Ability to demonstrate a high level of accuracy with good attention to detail
• Ability to work to tight deadlines

Attributes

• Comfortable working either on your own initiative or as part of a team
• Comfortable in challenging aspects of the role where there may be room for improvement/more efficient ways of working
• Confident, precise, and helpful when dealing with customer complaints
• Flexible, resourceful, and willing to “go the extra mile” in the execution of the role

Qualifications and Training

Company Benefits:

• Medicash Health Cash Plan: Which includes ability to claim back dental, optical, and chiropody costs. Plus, add your dependent children for free!
• 24/7 Digital Health: Round-the-clock access to a virtual GP helpline and an Employee Assistance Programme (EAP)
• Mental Health Support: Up to 8 fully funded face-to-face counselling or CBT sessions
• Peace of Mind: Rest easy knowing your loved ones are protected with a Death in Service benefit equal to 4x your base salary
• Payroll Giving: Support the causes you love directly from your gross pay
• Flexibility: Option to buy or sell up to 3 days of holiday each year
• Giving Back: Up to 2 fully paid Volunteering/Community days per year
• Family First: Enhanced, generous Maternity and Paternity policies, alongside comprehensive Company Sick Pay
• Professional Development: We fund professional subscriptions and registrations post-probation, alongside internal promotion and secondment opportunities
• Rewarding Excellence: Annual pay reviews, discretionary bonus schemes, and regular staff awards to celebrate your hard work plus a regular events and activities throughout the year

HCML is committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.