Are you a contact centre manager looking to take your next career step within a supportive healthcare environment?

At Vita Health Group we are looking for an Operational Service Manager to oversee the Helpline service in our Employee Assistance Programme.

This is a remote role working for a fast-growing market leader in Employee Assistance Provision and low intensity mental health interventions. You will work as part of a highly experienced, supportive, multidisciplinary team within our Corporate division and have opportunities to undertake enhanced responsibilities for career progression. We have a whole raft of benefits including an extra day off for your birthday, enhanced maternity and paternity provision and continuing CPD. These and many more can be seen on our website.

• As EAP Operational Service Manager (Helpline) you will be responsible for ensuring the effective delivery of all people and operational elements of the Employee Assistance Programme suite of services, with particular focus on our 24/7 Helpline. You will also be involved in assisting with the operational delivery of interventions and additional corporate wellbeing products. The service itself has gone from strength to strength over the last 12 months and you will be joining us at a key time to build on this and move the service forward.

You will be responsible for:

• Building and managing IT based systems that support contact centre and omni-channel delivery
• The management of EAP delivery within the service
• Staff management
• Training and continuing development

Skills and Experience:

Essential:

• Experience of building and maintaining complex IT based systems for workforce and demand management in a contact centre environment. 
• Experience of capacity management.  
• Experience of managing people and resource allocation  
• Experience in providing training in the workplace. 
• Experience of working within multi-disciplinary and multi-cultural settings.  
• Experience of generating policy and procedural working practices and implementation of these. 
• Experience of undertaking evaluation. 
• Experience of managing change. 

Desirable:

• Level 4 or above qualification in Contact Centre Management or related discipline. 
• Leadership & Management Qualification (CMI, ILM, NHS Leadership Academy) 
• Experience of implementing digital solutions within a contact centre environment. 
• Experience in an EAP contact centre or similar clinical contact centre environment. 
• Experience of working remotely. 

Why Vita Health Group?

Vita Health Group celebrates life. Improving lives physically and mentally drives everything we do.

We are physical and mental health specialists with over 30 years of experience.  We work in partnership with the NHS, are engaged by insurers and some of the UK’s largest corporate companies to support their workforce and provide a full range of physiotherapy services to private customers.

To achieve our mission of making people better, we recognise the importance of investing in our staff. In addition to a competitive salary, we also offer the opportunity of a flexible work life balance and a comprehensive benefits package which you can view here: https://www.vitahealthgroup.co.uk/join-us/careers/

To progress your skills and enable career development we provide Continued Professional Development opportunities including secondments, management training, a mentoring scheme and regular events and webinars across a range of clinical disciplines.

Vita Health Group is proud to be an equal opportunities employer.  We are committed to Equality, Diversity & Inclusion best practice and positively encourage applications from candidates regardless of sex, race, disability, age, sexual orientation, gender identity, religion/belief, marital status, or pregnancy/maternity.  To support this we have a dedicated team of EDI specialists and run a range of active in-house diversity networks.

We are actively seeking to increase the diversity of our workforce, to ensure we are representative of the communities we serve at all levels. We therefore welcome applications from candidates with a wide range of lived experience.

We are committed to equitably support the wellbeing of all employees as demonstrated by:

• Our association with the MINDFUL EMPLOYER Charter for Employers who are Positive About Mental Health.
• Our status as a Disability Confident Employer dedicated to ensuring that all candidates are treated fairly throughout the recruitment process. All disabled candidates that meet the minimum essential criteria will be invited to interview.
• Our Ethnicity Matters Scheme where all applicants for senior roles (£40,000+) from a minority ethnic group that meet the essential criteria will be invited for interview.
• Our sign up to the Armed Forces Covenant.
• Our status as a Menopause Friendly Committed employer.
• Our sign up to the Employer with Heart Charter.
• Our commitment to meet the standards outlined in the NHS Equality Delivery System (EDS). Workforce Race Equality Standard (WRES) and Workforce Disability Equality Standard (WDES).
• The provision of access to health and wellbeing services for colleagues which includes a team of trained Mental Health Advocates and an Employee Assistance Programme.
• An embedded “speaking up” culture facilitated by Freedom to Speak Up Guardians.

Should you wish to discuss any adjustment or assistance you might need in the application or interview process please contact recruitment@vhg.co.uk and we will arrange.

VHG is committed to supporting transgender individuals with dignity and recognises the potential complications that may arise when taking references. We encourage applicants to contact HR at hr@vhg.co.uk to discuss or amend how we manage reference requests.

Please note, all applicants must be legally entitled to accept and perform work in the UK and all positions are subject to a DBS check. 

Any data which you share with us throughout the hiring process will be stored securely within the UK and is accessible only by staff who require it. Should your application be unsuccessful, your data will be securely destroyed after 6 months. 

Vita Health Group reserves the right to close this job when sufficient applications have been received.

Vita Health Group