Operations Manager

Operations Manager - 6 mnth FTC

£35k p.a

Remote

Our client, a mental health clinic, has a exciting opportunity for an Operations Manager to join their team!

The role:

• Lead and support the day-to-day operations of a patient facing support team, ensuring resources are effectively allocated to meet service demand, improve efficiency and deliver an exceptional patient experience.
• Handle complex escalations, including safeguarding concerns, data incidents, or serious service disruptions, swift action, proper documentation, and escalation to senior management or clinical teams as required.
• Work closely with the Operations Manager to manage team capacity, including participating in recruitment, onboarding, and workforce planning.
• Foster strong collaboration across teams, acting as a key link between supervisors and other operational leads to ensure smooth service delivery for patients.
• Champion a positive, patient-first approach, creating a welcoming, efficient, and continuously improving team culture.
• Monitor team performance, using data to drive decisions and identify areas for process improvement or additional training.
• Set and uphold clear expectations for service quality, ensuring all team members understand and meet standards.
• Identify and escalate any issues or delays that may impact the patient journey or wider operational flow.
• Act as first point of contact for team questions, low-level conflicts, and support more complex issues in partnership with HR.
• Design, update and implement clear processes, training materials, and SOPs to support consistency and quality.
• Lead new starter inductions and provide ongoing support and training on systems, processes, and best practice.
• Ensure team members are fully trained and competent in all relevant systems and procedures.
• Maintain oversight of mandatory and skills-based training, tracking completion and identifying development needs.
• Act as a 'super user’ for new tech systems—performing testing, supporting rollouts, delivering training, and troubleshooting as needed.
• Promote a collaborative, growth-focused team environment where people feel supported and accountable.
• Identify and escalate safeguarding concerns in line with policy.

Key skills/experience:

• Proven experience in people management and leading a team
• Strong administrative and organisational experience
• Experience of working with CRMs

Desirable

• ILM level 3
• CIPD qualification or working towards
• Experience of providing information in various formats
• Significant relevant experience linked to a clinical environment