Operations Advisor

Randstad Delivery; Thatcham; Hybrid; GBP 27,000 - 29,000; Full time

Benefits offered by this job

Electric car charger

Gym

Free Lavazza coffee machine

Starbucks self service cafe

Job summary

Randstad Delivery is seeking an Operations Advisor to join our Patient Services team. You will transform raw data into insights, investigate feedback, and drive improvements to enhance service delivery. The role sits in Maidenhead onsite with 1 day WFH, offering 37.5 hours weekly on a 6-month contract with a rate of £14.31/hr.

You will lead CRM analytics, oversee QA, assist with UAT testing, and help formalize SOPs while engaging with HCPs and stakeholders to optimise performance.

Qualifications

• Relevant business qualification or equivalent practical experience.
• Healthcare or customer service background preferred.
• Strong Excel skills including pivot tables and advanced formulas.
• Experience with CRM systems and data reporting.
• Experience resolving customer complaints and investigations.
• Strong communication and stakeholder management.

Responsibilities

• Lead CRM analytics and reporting for stakeholders; run weekly data checks and audits.
• Manage NARF process, record overtime/on-call activities, and assist investigations with the Ops Manager.
• Create UAT scripts and conduct UAT testing in CRM and related platforms.
• Assist in creating and auditing Business Operating Procedures and policy docs; propose service improvements.

Skills

CRM analytics

Data reporting

Excel advanced

CRM systems

Stakeholder management

Communication

Process improvement

Education

Relevant business qualification

Tools

Excel

CRM

Job description

Operations Advisor

If you thrive on refining processes, and being the go-to expert in a fast-paced environment, this is your opportunity to shine. Our client, a global medical devices company, is currently seeking an Operations Advisor to join their team. You'll sit at the heart of our Patient Services team driving service excellence, transforming raw data into actionable insights, investigating customer feedback, and shaping continuous improvements that directly enhance service delivery.

Role Details:

Location: Maidenhead (Onsite with 1 day work from home)

Pay Rate: £14.31 per hour

Hours: Full-Time, 37.5 hours per week (Monday to Friday / 9am-5pm)

Contract Length: 6 Months

Key Responsibilities

• CRM Analytics: Lead H2H Dynamics CRM usage; managing standard, ad-hoc, and KPI reports for internal and external stakeholders. Run weekly data checks and internal audits to maintain high data integrity.
• Process & Quality Management: Manage the New Product Request (NARF) process, record overtime/on-call activities, and lead complaint investigations alongside the Operations Manager to track trends and formulate solutions.
• Operational & System Support: Create User Acceptance Test (UAT) scripts and conduct UAT testing in CRM and related platforms. Oversee bulk patient/customer mailings.
• Documentation & Continuous Improvement: Assist in creating, updating, and auditing Business Operating Procedures and policy documentation. Propose and implement service innovations.
• Stakeholder & Customer Engagement: Act as an escalation point for Healthcare Professional (HCP) concerns, host customer awareness/training days, gather coordinator feedback to optimise team performance, whilst maintaining clear customer communications.

What We Are Looking For

• Education: Relevant business qualification and/or equivalent practical business experience. A background in healthcare or customer service provider environments is strongly preferred.
• Technical Skills: Strong proficiency in Microsoft Excel (including pivot tables and advanced formulas) and familiarity with CRM systems.
• Complaint Handling: Proven experience resolving both written and verbal customer complaints and executing issue investigations.
• Communication & Influence: Excellent written and verbal communication skills with the confidence to manage customer expectations, present to external clients, and influence internal stakeholders.
• Organisation & Adaptability: Demonstrated ability to multitask, prioritise under minimal supervision, anticipate risks, and contribute to successful process-improvement projects.

Benefits?

• Electric car charger
• Gym
• Free Lavazza coffee machine
• Starbucks self service cafe

If you're a proactive problem-solver with sharp analytical skills and a passion for helping operations run seamlessly, we want to hear from you.