Service Operations Manager - AJM Choice

AJM Healthcare; Milton Keynes; On-site; GBP 45,000 - 60,000; Full time

Job summary

A healthcare service provider in Milton Keynes is seeking a Service Operations Manager to lead its AJM Choice team. The ideal candidate will drive operational improvements and enhance customer service delivery, ensuring efficient and clinically sound processes. With 25 days annual leave plus benefits, this role offers an exciting opportunity to shape a growing service-oriented division. Closing date for applications is December 12, 2025.

Benefits

25 days annual leave

Employee Assistance Programme

Company sick pay

Car allowance

Performance related bonus scheme

Qualifications

• Experience in a management role within a service-oriented environment.
• Proven ability to develop teams and improve operational effectiveness.
• Ability to analyze data and implement improvement plans.

Responsibilities

• Lead day-to-day operations across customer service, field advisors, and support.
• Embed processes from referral to order fulfilment.
• Encourage team to balance clinical and sales awareness.

Skills

Leadership

Customer service excellence

Data analysis

Operational efficiency

Team management

Job description

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AJM Healthcare

Role: Service Operations Manager - AJM Choice
Benefits: 25 days annual leave plus bank holidays with accrual to 28 days after 5 years continuous service, Employee Assistance Programme, Company sick pay provision with continuous service, car allowance and performance related bonus scheme.

AJM Healthcare is a leading provider of wheelchair & community equipment services to the NHS and the Private Sector. We have over 35 years' experience in these sectors and see ourselves as innovators helping increase independence, offering choice and personalisation, while delivering better outcomes. Our team provide a caring, user‑centric and holistic approach that is tailored to each individual.

What we are looking for:

We are seeing to recruit an enthusiastic Service Operations Manager to join our AJM Choice team based at our Head Office in Milton Keynes. The Service Operations Manager (SOM) will lead and professionalise operational delivery for AJM Choice, the direct‑to‑consumer arm of AJM Healthcare. You'll own service efficiency, customer experience, and team performance across customer service, field advisors, and logistics, ensuring that every referral becomes a well‑managed, clinically led and commercially sound customer journey.

You’ll be key to turning a growing but complex operation into a scalable, profitable, and clinically credible business unit.

Key Responsibilities:

• Lead day‑to‑day delivery across Customer Service, Field Advisors, and operational support.
• Embed joined‑up processes from referral to assessment, prescription, order fulfilment and handover.
• Ensure effective scheduling, route planning, and use of depot resources to minimise inefficiency.
• Manage depot relationships directly to improve communication, booking discipline, and stock flow.
• Use data from ELMS and Excel to track conversion, throughput, and turnaround times until CRM integration is completed
• Build a strong, accountable culture - replacing reactive behaviours with proactive ownership.
• Encourage Field Advisors to balance clinical and sales awareness, taking responsibility for diary utilisation and customer engagement.

For an informal discussion about this role, please contact the HR Department at [email protected]. To be considered for this role, please complete our application form which is found on our website. No stand‑alone CVs will be accepted.

Closing Date: 12th December 2025

This position is working in a regulated environment and will therefore be subject to an enhanced DBS disclosure check. Cost will be covered by the Company.

AJM Healthcare is an equal opportunities employer who is committed to equality in the workplace and does not discriminate based on race, gender, religion, marital status, age, physical or mental disabilities, medical condition. AJM will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. Please note, during certain high volume recruitment times, AJM may wish to limit the overall number of interviews offered to both disabled people and non‑disabled people.

Reference: VA1195