B2C Operations Manager - Internal Candidates Only
We have an exciting opportunity for a Service Department Manager for our B2C operations to join our senior team on a full-time, permanent basis. If you're a self-starter with a keen interest and experience in Team Management and enjoy working in a team setting, we want to hear from you.
About The Role
As the Services Department Manager for our B2C operations, you’ll lead a dynamic team dedicated to delivering exceptional customer experiences across our direct to consumer facing services.
You’ll own the strategy, processes, and performance metrics that ensure every consumer interaction reflects our brand promise. This role sits at the intersection of operations, people leadership, and customer advocacy.
The key responsibilities of the role will include but not be limited to:
- Develop and execute the department’s annual strategy, goals, and KPIs to drive customer satisfaction, retention, and revenue growth
- Lead day-to-day operations across customer service, patient onboarding, and support functions to ensure timely, high-quality service delivery
- Coach, mentor, and empower your team, fostering a culture of ownership and continuous improvement
- Collaborate with Marketing, Product, and IT to optimise customer journeys, implement new tools, and roll out service enhancements
- Analyse performance data to identify trends, root causes, and opportunities for process redesign
- Manage department budget, headcount planning, and resource allocation to maximize efficiency
- Serve as the voice of the customer in cross-functional forums, championing consumer insights and feedback loops – including managing Trustpilot responses and escalating complaints to patient experience team.
- Drive quality assurance programs, training initiatives, and standard operating procedures to maintain consistency and compliance
- Ensure a compliant service framework is in place to keep our patients and clinicians safe and informed.
About You (Required Qualifications)
- 5+ years of progressive experience leading a customer-facing service or support team in a B2C context
- Proven track record of meeting or exceeding service KPIs (e.g., CSAT ≥ 85%, FCR ≥ 70%)
- Strong analytical skills with proficiency in CRM
- Demonstrated ability to manage budgets, forecast staffing needs, and optimise operational costs
- Excellent communication skills, both written and verbal, with experience presenting to senior leadership
- Hands-on approach: comfortable rolling up your sleeves to troubleshoot escalations and refine processes
Desired Skills And Competencies
- Customer-centric mindset with a passion for delighting end users
- Inspirational leadership style that balances empathy with accountability
- Change-management experience, including system implementations or process overhauls
- Strong problem-solving abilities, capable of navigating ambiguity and complexity
- Collaborative spirit: skilled at forging partnerships across Product, Marketing, Sales, and IT
- Familiarity with omnichannel support (phone, email, chat, social) and self-service platforms
- Evidence of working to our company values of SOAR – Simplify, Own, Achieve, Respect
About HealthHero
HealthHero is a digital-first, end-to-end healthcare provider. We connect smart digital tools with gold-standard clinical expertise to enhance people’s whole health and optimise healthcare efficiency. Active in the UK, Ireland, France and Germany, HealthHero offers 5 million consultations annually and provides services to 30 million covered lives. Our mission is simplifying healthcare, improving lives.
We’re proud to be recognised as a Great Place to Work, which reflects our commitment to creating a supportive and engaging culture. We have also been featured as the fastest growing digital healthcare company of scale in the first Sunday Times 100 Tech list. This recognition shows our impact in the digital health sector and our dedication to innovation and excellence.
Why Us?
- A chance to shape content for one of Europe’s most ambitious digital health companies
- Work that matters – making healthcare simpler, more accessible and more human
- Supportive, down-to-earth team with a strong mission and values
What We Offer
- Competitive salary + excellent Benefits
- Comprehensive benefits package (healthcare, pension, wellness programs)
- Generous holiday allowance
- Dynamic, inclusive culture with regular social events
Office based: Bracknell
Apply
Please submit your application and cover letter by
Monday 4th August 2025 (17:00) via the application link at the bottom of the page.
Our recommendations
- Prepare your CV highlighting relevant leadership and B2C service achievements.
- Draft a brief cover letter outlining a successful customer-experience transformation you’ve led.
Should you wish to discuss the role in greater detail please contact
[email protected]Additional Information
We reserve the right to close this job in the event we receive a sufficient number of applications.
Please note that we are unfortunately unable to offer a sponsor licence to candidates who require sponsorship from their employer.
Equality, Inclusivity and Diversity
In line with our commitment to Equality, Inclusivity and Diversity, we welcome and encourage applications from all suitably qualified candidates from all backgrounds. We are committed to supporting and promoting equality and diversity and aim to establish an inclusive working environment. As such, we welcome diverse applications from candidates irrespective of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race (including colour, nationality, ethnic and national origin), religion or belief, sex, or sexual orientation.
We are a certified Disability Confident Employer and is committed to affording equal opportunities for candidates with disabilities or special needs. Should you require any reasonable adjustments to be made at any part of your application process, please let us know by contacting us at
[email protected] 
