Customer Service Operations Manager

Customer Service Operations Manager

Location

Home working with travel to either Leeds, Darlington, Blackburn or Manchester as required

Capita Health & Welfare employs a diverse range of people, taking in health professionals, enquiry centre agents, and operations staff. Capita has a long and rich history of working in the NHS and is central to our future strategy and with Primary Care Support England (PCSE), we're transforming healthcare delivery. Our services enable the NHS to spend less time on administration and more time looking after its patients. Our teams are helping to move medical records, providing supplies via an online portal, and managing GP practice closures and mergers.

The support we offer ranges from key administrative and payment services, to managing supplies, performers list and market entry applications through to moving medical records. We do this and more for GPs, Dentists, Opticians and Pharmacists as well as those working in the teams around them and associated disciplines.

We are seeking a Customer Service Operations Manager to lead our Performer List Team and oversee all Patient Service complaints and legal enquiry cases. The role will focus on enhancing customer satisfaction, serving as the primary point of contact for escalations and service line change, and driving continuous improvement across processes and service delivery.

We are seeking a Customer Service Operations Manager to lead our Performer List Team and oversee all Patient Service complaints and legal enquiry cases.

Customer Service Operations Manager

Location

Home working with travel to either Leeds, Darlington, Blackburn or Manchester as required

Salary

Up to £50,000 depending on experience

We are seeking a Customer Service Operations Manager to lead our Performer List Team and oversee all Patient Service complaints and legal enquiry cases. The role will focus on enhancing customer satisfaction, serving as the primary point of contact for escalations and service line change, and driving continuous improvement across processes and service delivery.

This position is responsible for ensuring high quality service delivery of the Performer List Team, managing the full PCSE complaints process, and overseeing all legal and MP related case handling. The role will play a key part in aligning operational performance with organisational objectives while ensuring a consistent, professional, and customer focused service experience.

Responsibilities

• Lead, manage, and develop the Performer List Team to ensure accurate and timely processing of applications, changes, and removals.
• Ensure full compliance with NHS regulations, governance requirements, and contractual standards.
• Oversee performance metrics, SLAs, and quality assurance frameworks to maintain high service standards.
• Manage escalations, complex cases, and sensitive issues requiring senior oversight.
• Drive continuous improvement, efficiency, and process optimisation initiatives.
• Act as the senior point of contact for commissioners, stakeholders, and NHSE representatives.
• Develop and maintain management systems, policies, and procedures that support consistent, high quality service delivery.
• Prepare formal written responses aligned with statutory and contractual standards.
• Identify themes, trends, recurring issues, and areas of systemic risk.

•

Through cross team collaboration

Implement corrective actions, process improvements, and preventative measures arising from complaints insight.

• Liaise with commissioners, NHS England, and external partners as required to support complaint resolution and service assurance.
• Manage and coordinate all legal cases relating to Patient Services
• Ensure a robust management system and procedures are in place to effectively manage cases.

About You

• Proven experience in customer service and operations management, preferably within a regulated or NHS related‑ environment.
• Strong understanding of governance, compliance, and regulatory frameworks.
• Experience managing complex casework, escalations, and sensitive customer interactions.
• Background in complaints management and/or legal case coordination is highly desirable.
• Knowledge of performance management, SLAs, quality assurance frameworks, and continuous improvement methodologies.

About Capita Health and Welfare - PCSE

Capita Health & Welfare employs a diverse range of people, taking in health professionals, enquiry centre agents, and operations staff. Capita has a long and rich history of working in the NHS and is central to our future strategy and with Primary Care Support England (PCSE), we're transforming healthcare delivery. Our services enable the NHS to spend less time on administration and more time looking after its patients. Our teams are helping to move medical records, providing supplies via an online portal, and managing GP practice closures and mergers.

The support we offer ranges from key administrative and payment services, to managing supplies, performers list and market entry applications through to moving medical records. We do this and more for GPs, Dentists, Opticians and Pharmacists as well as those working in the teams around them and associated disciplines.

What's in it for you?

• A competitive basic salary (Up to £50,000 depending on experience)
• 23 days' holiday (rising to 27) with the opportunity to buy extra leave
• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
• Auto-enrolment to our company pension, life assurance, a cycle2work scheme, 15 weeks' fully paid maternity, adoption and shared parental leave, paternity pay of two weeks...and plenty more
• Voluntary benefits designed to suit your lifestyle - from discounts on retail and socialising, to health & wellbeing, travel and technology
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform

Unlock Your Potential with Capita

At Capita, your career can take you wherever your ambition leads. You'll become part of a diverse network of talented, forward-thinking professionals working across a wide range of disciplines and sectors. We're committed to your growth - offering endless opportunities to expand your skills, explore new paths, and advance your career.

Join us and discover a career with purpose. #CareersWithPurpose

Customer first, always ‍ Fearless innovation ✅ Achieve together Everyone is valued

What we hope you'll do next

Choose 'Apply now' to fill out our short application, so that we can find out more about you.

Equal Opportunities

At Capita, we're committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. We want everyone to have the best chance of succeeding as they move through their application and start their career with us. We are an equal opportunity and Disability Confident employer; we want to hear from you if you'd like to discuss any adjustments you might need during your recruitment process. Please email reasonableadjustments@capita.com or call 07784 237318 and we'll get back to you to discuss.

For more information about equal opportunities and the types of adjustments we can offer, please visit the Capita Careers website.

If you have a question that does not relate to adjustments during your recruitment process, please email our Talent Acquisition team - CPScareers@capita.com

AI & Fair Recruitment at Capita

At Capita, we use technology, including AI-enabled tools, to help us manage applications consistently and fairly. These tools support our recruitment teams, they do not make hiring decisions. Every application is reviewed by a trained member of our Talent Acquisition team, and all decisions are made by people. If you need any adjustments during the process, we're here to support you.

How We Use AI in Our Hiring Process

To help us deliver a fair, consistent and efficient recruitment experience, Capita uses AI-assisted technology at some stages of the process. These tools simply help us organise and assess information, they do not replace human judgement. All decisions are made by our recruitment team and hiring managers. If you have any questions or need adjustments, please let us know and we'll be happy to support you.

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Disability Confident

About Disability Confident

A Disability Confident employer 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. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.