Human Operations Manager & Client Success

Human Operations Manager & Client Success Support Borehamwood | Full-Time | Office-Based | 8:00am–5:00pm | £33,000 We are recruiting on behalf of a growing healthcare technology business for an experienced Human Operations Manager & Client Success Support professional. This is a hands-on management role, with approximately 80% focused on Human Operations and 20% on Client Success support . You will take ownership of the day-to-day management, performance and development of a team delivering services to GP practices.

You will oversee staffing, rotas, recruitment, performance management, quality, training and operator development, while also supporting the Client Success team with operational issues and client-related actions. Previous experience working within a GP practice or primary care environment, together with practical experience using EMIS, is essential.

The Role You will take ownership of the Human Operations function and act as the primary manager and escalation point for the team.

Key responsibilities include:

Managing the day-to-day Human Operations team Managing rotas, shifts, breaks and resource allocation Ensuring appropriate staffing levels and emergency cover Managing sickness, absence and annual leave Monitoring performance, productivity and attendance Monitoring call quality and adherence to processes Investigating errors, quality concerns and complaints Providing feedback, coaching and retraining Conducting probation and return-to-work reviews Supporting recruitment, interviews and onboarding Ensuring new starters receive appropriate training and system access Maintaining training materials, guidance and SOPs Providing day-to-day support and resolving operational issues Allocating operators across GP practices as required Client Success Support Approximately 20% of the role will support the Client Success function, including:
Preparing operational information for client meetings Investigating issues raised by GP practices Reviewing complaints and identifying root causes Identifying recurring issues and operational trends Implementing appropriate solutions Tracking actions through to completion Providing clear updates to the Client Success Manager Escalating significant client-impacting issues appropriately You will support Client Success without having primary responsibility for client relationships. About You We are looking for an experienced healthcare or primary care professional with strong people-management and operational skills.

Essential experience includes:
Previous experience within a GP practice or primary care environment Practical experience using EMIS Previous people, team or operational management experience Experience managing staff performance and accountability Experience managing sickness, absence and routine people matters Strong understanding of GP practice operations Excellent organisational and prioritisation skills Confidence making independent day-to-day decisions Strong problem-solving and investigative skills Excellent communication and attention to detail Ability to remain calm under pressure A proactive, accountable and solutions-focused approach

Desirable Experience It would be advantageous to have experience in: GP Practice Manager, Deputy Practice Manager or Assistant Practice Manager roles Reception or Primary Care Operations Management Workforce planning, rotas and resource management Healthcare, patient services or contact-centre management Recruitment, onboarding and staff training Performance management and coaching Quality assurance or call monitoring Patient or client complaint investigations Client success, account management or service delivery PCNs and the wider NHS primary care environment Creating SOPs, training…