Senior Operations Manager - Planning and Performance

Clinical Partners Ltd; London; On-site; GBP 55,000 - 70,000; Full time

Job summary

A leading company dedicated to transforming mental health care is looking for a Senior Operations Manager to create a supportive and efficient contact center. This role emphasizes building systems for workforce planning, quality assurance, and data-driven decision-making, directly impacting patient experiences and organizational growth.

Benefits

25 days holiday plus bank holidays

A day off for your birthday

Flexible working opportunities

Access to a Wellbeing portal

Qualifications

• Experience building or improving contact centre operations in healthcare or related fields.
• Skilled in data interpretation and action-oriented decision-making.
• Comfortable collaborating with frontline teams and senior leadership.

Responsibilities

• Develop workforce planning to ensure adequate staffing for patient support.
• Design quality assurance programs to enhance patient interactions.
• Create dashboards to track patient service performance.

Skills

Data Analysis

Collaboration

Healthcare Operations

Workforce Planning

Tools

Power BI

Excel

WFM Systems

Job description

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Senior Operations Manager - Planning and Performance, London

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Client:

Clinical Partners Ltd

Location:

London, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

a75e87e9b98d

Job Views:

5

Posted:

22.06.2025

Expiry Date:

06.08.2025

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Job Description:

Senior Operations Manager - Planning and Performance

At a time when access to compassionate, timely mental health support is more important than ever, we’re building something different and better. As a growing organisation dedicated to transforming how people experience mental health care, we are looking for a Senior Operations Manager to help us build a contact centre that puts people first.

In this role, you’ll help shape the systems, tools, and ways of working that ensure every patient who reaches out to us is met with understanding, care, and confidence. You’ll lead the development of performance, planning, quality, and reporting processes not just to improve efficiency, but to enhance the experience of every patient we support.

This is more than an operational role it’s a chance to build from the ground up, bringing your expertise to a mission-driven organisation where every conversation has the potential to change a life.

Key Responsibilities:

Putting the Right Support in the Right Place

• Build our approach to workforce planning, ensuring the right team members are available at the right times to support patients with care and empathy.
• Develop simple, scalable systems for forecasting, scheduling, and day-to-day staffing that grow with us.
  

Creating Clarity Through Insight

• Design and lead how we track and share patient service performance from response times to first-time resolution.
• Build intuitive dashboards and reports that help teams understand what’s working, and where we can improve.

Championing Quality Conversations

• Establish a meaningful quality assurance programme that helps ensure every patient interaction is warm, helpful, and clinically safe.
• Work closely with team leads to design coaching and feedback approaches that support growth and consistency across the team.

Laying Strong Foundations for Growth

• Bring your experience to help us implement the right tools and processes that will support scale without losing our personal touch.
• Collaborate across teams clinical, operational, and tech to build ways of working that prioritise both patient needs and team wellbeing.

Requirements:

• You care deeply about people and know that behind every data point is a human being needing support.
• You’ve helped build or improve contact centre operations before, especially in healthcare, mental health, or mission-driven environments.
• You’re confident designing and embedding processes from workforce planning to coaching but flexible enough to adapt as things evolve.
• You’re skilled in making sense of data and turning it into action, with experience using tools like Power BI, Excel, or WFM systems.
• You’re a natural collaborator equally comfortable working with front-line teams as with senior leaders.
• Experience in a patient-facing or healthcare setting, ideally mental health but we are also very keen to speak to people from a variety of back grounds in contact centre
• Familiarity with contact centre technologies (e.g., Salesforce Genesys, NICE, Teleopti) and performance metrics.
• Knowledge of coaching, quality frameworks, or continuous improvement methodologies.

Remuneration and Benefits:

• 25 days paid holiday (increasing with service to 28 days) plus bank holidays
• A day off for your birthday
• Benefits Platform
• Life Assurance
• Flexible working opportunities to suit your personal needs
• Opportunities to take part in charitable events
• Access to a Wellbeing portal and Employee Assistance Programme (EAP)

Why Join us?

• Be part of a purpose-led team reimagining how mental health support is delivered.
• Help shape a patient experience that is warm, responsive, and human even as we grow.
• Work with kind, passionate people who value transparency, inclusion, and collaboration.
• Have real influence on how we operate and scale, with your work directly improving the lives of thousands of people

At Clinical Partners we are committed to creating an inclusive and diverse workplace. We believe that everyone deserves an equal opportunity to succeed, regardless of their background, race, gender, age, disability, sexual orientation, or any other characteristic. We welcome applications from all qualified candidates and strive to provide a supportive and respectful environment for all employees.

DBS Check Requirement:

Please note that this position requires a Disclosure and Barring Service (DBS) check as part of our commitment to safeguarding and ensuring the safety of our clients and staff. The successful candidate will be required to undergo a DBS check before commencing employment.