Partner & Vendor Manager - Outsourced CS (Hybrid)

Nuffield Health; Greater London; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid working

Benefits package

Job summary

Nuffield Health is seeking a Customer Service Partner Manager in Barbican, London, offering hybrid working and a permanent full-time role. You will manage and develop our outsourced contact centre partnerships, ensuring exceptional customer experiences while supporting commercial and operational goals.

Working with Hospital Operations, Customer Services, Procurement, Finance and Technology, you will own relationships, drive performance, value, and continuous improvement across the partner

Qualifications

• Experience managing outsourced service providers and vendor partnerships.
• Strong contract management and governance capabilities.
• Proven ability to analyse performance data and drive improvements.
• Excellent stakeholder management and ability to influence senior leaders.
• Commercial awareness including budget management.
• Healthcare or contact centre experience preferred.

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.

Skills

Vendor management

Contract management

KPIs & SLAs

Stakeholder management

Commercial awareness

Data analysis

Communication & presentation

Organisational skills

Healthcare/contact centre experience

Job description

Nuffield Health is seeking a Customer Service Partner Manager in Barbican, London, offering hybrid working and a permanent full-time role. You will manage and develop our outsourced contact centre partnerships, ensuring exceptional customer experiences while supporting commercial and operational goals.

Working with Hospital Operations, Customer Services, Procurement, Finance and Technology, you will own relationships, drive performance, value, and continuous improvement across the partner