Remote Operations Lead — NHS Support Team

Second Nature; Greater London; À distance; GBP 65 000 - 90 000; Plein temps

Avantages offerts par ce poste

Private medical insurance

CPD budget

Cycle to work

Flexible hours

Quarterly meet-ups

Résumé du poste

Second Nature is seeking a people-focused and data-driven Operations Team Manager to lead a 10-15-strong customer support team focused on NHS contracts. You’ll design scalable processes and use data to improve member outcomes.

This remote-first role requires monthly in-person London meetings with the wider Operations Team, and collaboration with Product, Ops and Tech to roll out new services. A fast-paced, mission-driven environment awaits.

Qualifications

• Proven people management experience leading 10–15 staff.
• Strong data-driven approach to improve customer outcomes.
• Excellent communication and feedback skills across remote teams.
• Proactive, resilient, and capable of implementing new workflows.

Responsabilités

• Lead and develop the Customer Support team to improve member outcomes.
• Oversee day-to-day service delivery, rotas, performance, quality and capacity.
• Run customer contact campaigns and track performance data.
• Maintain processes and knowledge resources for multiple products and services.
• Collaborate with Product, Ops and Tech to feed customer insights.
• Support rollout of new products and services; escalate complex issues.

Connaissances

People management

Data-driven decisions

Operational excellence

Communication & feedback

Continuous improvement

Description du poste

Second Nature is seeking a people-focused and data-driven Operations Team Manager to lead a 10-15-strong customer support team focused on NHS contracts. You’ll design scalable processes and use data to improve member outcomes.

This remote-first role requires monthly in-person London meetings with the wider Operations Team, and collaboration with Product, Ops and Tech to roll out new services. A fast-paced, mission-driven environment awaits.