Join a Team that values Detail, Impact and Collaboration!
About Us
Primary Eyecare Services is the largest not-for-profit leading provider of NHS primary and community eye care services in England. Established over a decade ago in the North West, we now operate nationally, delivering enhanced eye care through a network of over 2,400 optometry practices.
We work with NHS commissioners and Trusts to provide accessible, high-quality eye care services in local communities, supported by teams with expertise in NHS contracting, patient support, referral triaging, and telemedicine.
Role Overview
The Operations Support Officer is a key contributor within the Operations team, providing essential administrative and operational support to ensure the smooth running of Central Operations and support resilience across Service and Digital Operations.
Reporting directly to the Operations Lead, this role is designed to complement and support the higher-level functions managed by the Operations Team with a strong focus on efficiency, stakeholder communication, and process improvement in NHS-enhanced optical services.
This role offers a unique opportunity for a detail-oriented and proactive individual to support the efficient delivery of NHS optical services, while building a strong foundation in operational management within a dynamic and supportive team environment.
Shift Pattern
This is a part-time position working 17.5 hours per week across three days (Monday, Thursday and Friday). The hours for these shifts are set from 9:00am to 5:00pm. Flexibility to support occasional weekend cover as part of a rota is required.
Salary
The full-time equivalent (FTE) salary for this role is £25,750 per annum. Pro-rata for 17.5 hours per week is £13,780 per annum.
Location
This is a hybrid role, offering flexibility to work from home alongside attendance at our Manchester Head Office in line with our hybrid working policy.
General Responsibilities
Operational & Administrative Support
- Task Coordination: Assist with daily operational tasks to ensure that service delivery runs smoothly and efficiently.
- Documentation: Maintain and update operational tracking systems, ensuring that records and reports are accurate and timely.
- Reporting: Support the preparation of weekly and monthly performance reports, highlighting key operational metrics and potential areas for improvement.
Stakeholder Engagement & Communication
- Internal Liaison: Work closely with internal teams, including Digital and Service Operations, to relay important updates and coordinate activities.
- External Communication: Provide initial points of contact for routine queries from external stakeholders such as optical practices and corporate partners.
- Feedback Management: Assist in gathering and collating feedback from stakeholders to support continuous service improvement.
Service Mobilisation & Support
- Onboarding Assistance: Support the mobilisation and onboarding process for new optical services, including coordination of training sessions and documentation distribution.
- Query Resolution: Address routine enquiries related to service mobilisation and operational procedures, escalating more complex issues to the Operations Manager as necessary.
Digital Operations & Systems Management
- System Support: Assist in maintaining digital operational tools and systems, ensuring data integrity across platforms.
- Technical Coordination: Work alongside IT support and the Digital Operations team to resolve system-related queries and facilitate user training as needed.
Customer Service & Complaints Management
- Helpdesk Support: Provide support for customer service functions, ensuring queries received via HelpScout, email, or telephone are addressed promptly.
- Issue Escalation: Monitor and document recurring issues or complaints, providing insights to the Operations Manager for process enhancements.
Administrative & Financial Processes
- Expense & Invoice Management: Assist in processing operational expenses, managing invoice reconciliation, and tracking budgetary expenditures.
- Event Coordination: Support the organisation of training sessions, staff events, and travel/accommodation arrangements for Primary Eyecare Services personnel.
Key Accountable Deliverables
- Operational Efficiency: Ensure smooth day-to-day execution of operational tasks and timely updating of tracking systems
- Reporting Accuracy: Contribute to accurate and punctual preparation of performance and activity reports.
- Stakeholder Satisfaction: Maintain effective communication channels with internal and external stakeholders, ensuring a high level of satisfaction.
- Process Improvement: Identify and recommend improvements to existing operational processes to enhance service delivery.
Key Performance Indicators (KPIs)
- Task Completion: Timely and accurate execution of daily operational support activities
- Reporting: Consistency in preparing and submitting performance reports as per schedule.
- Stakeholder Feedback: Positive feedback from both internal teams and external partners regarding communication and support.
- Process Enhancement: Contribution to measurable improvements in operational efficiency and service delivery.
The Organisation reserves the right at any time during your employment to vary your duties and responsibilities where necessary to meet the needs of the Organisation.
Empowering frontline care through operational excellence.
What We’re Looking For
Essential
- Strong administration and organisational skills.
- Experience of delivering patient/customer related tasks.
- Excellent interpersonal skills.
- Ability to work independently.
- Excellent IT Skills (MS Office applications in particular).
- Outstanding verbal and written skills
- Demonstrate ability to work effectively as a team member assisting colleagues to deliver objectives
- Act in ways that support equality and promote diversity
Desirable
- Minimum 5 GCSE’s (Including English and Mathematics) / A levels or equivalent
- Experience of working from home and time management
- Caring and empathetic attitude to patients
- Ability to cope effectively under pressure whilst delivering results
Why Join Us?
- Pension match up to 5%
- Sick and critical illness pay cover
- Electric car scheme
- Enhanced family leave
- Paid compassionate leave
- 25 days annual leave plus bank holidays (rising to 30 days with service)
- Training and development opportunities
- Employee recognition awards
- Employee Assistance Programme (EAP)
- NHS Blue Light Card
- Hybrid working (60% home, 40% office)
- Cycle to Work scheme
- Performance-related pay
