Operations Support Advisor

Newmedica; Nottingham; Hybrid; GBP 17,000 - 28,000; Full time

Benefits offered by this job

Company bonus

25 days annual leave

Profit share scheme

Company pension

Private medical insurance

Private dental care

Cycle to work scheme

Well-being service

Job summary

Newmedica, part of the Specsavers group, is recruiting an Operations Support Advisor to join our central operations team. The role is full-time, 37.5 hours weekly, with hybrid work from London or Nottingham offices and home-based days.

The position focuses on delivering high-resolution first-call fixes, handling inquiries across PAS/EMR and stock systems, and maintaining exceptional patient service standards.

Qualifications

• Proven customer service skills and a passion for customer care.
• Eye for detail and accuracy.
• Experience working with a variety of systems.
• Excellent verbal and written communication skills.
• Strong planning and organising skills.
• Excellent administration and data management skills.
• Problem solving skills.
• Excellent interpersonal and client relationship skills.

Responsibilities

• Answering and logging incoming calls and emails from services, escalating requests when required.
• Proactively monitoring personal resolution and response KPIs to stay within standards.
• Engaging in project work and becoming a subject matter expert on core PAS/EMR and stock systems.
• Building system knowledge by contributing to knowledge base and guides.
• Training new staff in core systems and providing systems support to services.
• Setting up PAS/EMR applications for new locations/types/letters as needed.

Skills

Customer service

Attention to detail

Systems experience

Verbal communication

Written communication

Planning and organising

Administration and data management

Problem solving

Interpersonal skills

Tools

PAS/EMR systems

Stock management systems

Job description

Closing date for applications: Friday 4th September 2026 however, we may close the advert sooner if we get inundated with high-quality applications.

Interviews will take place on the 21st, 22nd or 23rd September at our offices in Nottingham or London.

Who are we?

Newmedica, part of the Specsavers group, is one of the leading providers of NHS ophthalmology services in England, delivering outpatient appointments, diagnostic testing and eye surgery to change lives through better sight and eye health.

We’re proud to have been certified as a Great Place to Work for the third year running and listed among the UK’s top30Best Workplaces™ for 2026—recognition that reflects how colleagues feel about working here.

Our Purpose is to change lives through better sight and eye health, and our Vision is to end avoidable sight loss in every community we serve; we live our values every day – Commercial, Courageous, Compassionate, Collaborative and Curious.

We currently have an opportunity for an Operations Support Advisor to join our central operations team. This is a full-time role, working 37.5 hours per week. The team provide support between the hours of 07.30 and 18:00 so hours will be worked between these times. There is also a requirement to work on a Saturday and be on call on Sunday, 1 weekend in 5. This is a hybrid role, working from home 3 days per week and from our London or Nottingham office 2 days per week.

Overview of the role

The Operations Support Advisor is a key role, ensuring that colleagues working in our services receive the necessary operational support needed to deliver exceptional service and care to our patients.

You will be the first point of contact from all enquiries from our clinical sites. The role manages system-based enquiries, phone calls and emails with the aim of a "fix on first call" resolution. As such we’re looking for someone who is confident using a variety of systems such as our patient management and stock management systems.

You will take ownership for the cases you work on and deliver high resolution rates whilst maintaining an exceptional standard of customer care.

Treating the services as customers, you will ensure that they receive a high-quality service at all times. In this position, you can make a real contribution to the on-going performance of the services within Newmedica by delivering high resolution rates and an exceptional standard of customer care.

So what will I be doing?

• Answering and logging incoming calls and emails from services, escalating requests to the appropriate person or 3rd party supplier when required
• Proactively monitoring your personal resolution and response KPIs to ensure you are operating within expected standards
• Engaging in project work as needed and becoming a subject matter expert on the core PAS/EMR and stock management systems
• Building our systems knowledge level by contributing to our knowledge base through process mapping and how to guides
• Training new staff in the use of core systems, providing systems training for services and support office staff when necessary
• Setting up and configurating the PAS/EMR application for new locations/appointment types/ letters etc. as and when required

What experience do I need?

• Proven customer service skills and a passion for customer care
• An eye for detail and accuracy
• Experience working with a variety of systems
• Excellent verbal and written communication skills
• Strong planning and organising skills
• Excellent administration and data management skills
• Problem solving skills
• Excellent interpersonal and client relationship skills including the ability to relate effectively with a diverse range of staff and clients

If you are shortlisted, you will be asked to complete a short video interview as the next stage of the process.

What can we offer you?

• A salary of up to £28,000 depending on experience
• Up to 12% company bonus based on company performance and personal objectives
• 25 days annual leave plus bank holidays and 1 day birthday leave
• Profit share scheme
• Company pension scheme
• Access to a range of benefits including free eye tests, discounted or free glasses, private medical insurance, private dental care, health care scheme, death in service, an opportunity to sign up to a tax-free cycle to work and a retail discount platform
• A free 24/7 well-being/counselling service
• An environment where your learning and development is supported

Our employment offers are subject to receipt of satisfactory pre-employment checks. Applicants must have the right to work in the UK and a Disclosure and Barring Service check will be necessary in the event of a successful application which we will pay for.

At Newmedica, we actively promote diversity and equal opportunities, and we are committed to this in both the running of our services and how we recruit our staff. We actively encourage applications from everyone with the essential requirements of the job, regardless of any protected characteristics.

Newmedica is fully committed to safeguarding the welfare of all people, irrespective of gender, age, disability, sexual orientation, race, language, religion, ethnic or social origin.