Total 7 Manager level Sales / Marketing job vacancies in Epsom, KT17 4QB

Technical Account Manager - Fire alarm systems/ Life Safety - Surrey, Middlesex, Kent, etc

GREAT OTE AND WARM CLIENTS ... IF YOU WORK FOR A FIRE ALARM FIA/ BAFE COMPANY AND ARE SALES, ACCOUNT MANAGER or DESIGNER/ ESTIMATOR and a Strong relationship builder

Become clients go to adviser for all things Fire, whilst dealing with technical fire alarm questions, helping sales to close and be comfortable with dealing with demanding, high level clients e.g. Hospitals, Shopping Centres...

Benefits - Technical Fire Alarm Account Manager - Fire Key Account Manager Role

Role for - Technical Account Manager - Fire Alarm Key Account Manager Role

- You should have a generally good understanding of all things fire so that can have "position of strength" discussions about extinguishers, suppression, compartmentation, FRA's etc. Focus is Fire Alarms but want client accounts to feel you as Technical Account Manager are knowledgeable of related disciplines in the Fire Industry also.

Fire and Security careers - Call or apply if you have Fire and Account Management skills and are in Surrey or commutable (Hampshire, Berkshire, Kent, Buckinghamshire, North Sussex, South London, West London, etc

Role is dues to progression of existing person and you can therefore get leadership and support when onboarding here. If you are Fire Alarm specialist then please do apply and discuss where you have account managed Fire Alarm Clients and so we can help you through the process here

If you are commutable + Fire Alarm Design skills and Sales ability = Fire Account Managers role!

Steve Eley - Fire and Security Careers (Eley Solutions Ltd) - Apply, Call or contact exclusively.

We operate as an recruitment agency for Fire alarm specialist installers across UK, here to help.

Job Title: Business Development Manager South
Location: Home based with an expectation of business travel to meet with the needs of the business.
Salary: £57000. Plus £4000 car allowance
Hours: Full time, Monday to Friday 9-5
Requirement for frequent travel and overnight stays. Flexibility to respond to business needs and unsociable hours.
**Must have knowledge of the Home Care sector**

Life at Prestige:

People are at the very heart of Prestige, and we want to make life better for them. As a Business Development Manager, you'll grow and develop in an exciting business that puts people at the centre of everything we do.

We offer a supportive working environment with lots of potential for learning and development and a friendly, agile and flexible working culture.

Prestige Nursing & Care has provided home care for over 75 years and we have 30 local offices in England and Scotland. Our aim is to lead the care industry by providing high quality, personalised and specialist services to our clients.

Purpose of the job:

At Prestige Nursing and Care we pride ourselves on our ability to provide specialist Homecare Services for individuals of all ages living within their own homes. We are committed to ensuring everyone receives a person centred, professional service through our local teams of professional carers and registered nurses. It is an exciting time to join Prestige Nursing and care as we embark on a journey to transform the delivery of our complex and homecare services whilst growing our Franchise network. As we embark on this journey, we are seeking a highly skilled and professional Business Development Manager to join our team. The Business Development Manager will play a crucial role in supporting Prestige Nursing and Care to grow a profitable and sustainable Franchise network. Whilst ensuring the company owned businesses grow in line with the company budgets and targets. This position requires someone who can drive sustainable growth. The successful candidate will demonstrate a strategic mindset that places client and colleague outcomes at the centre of their decision making; driving sustainable growth and exceeding expectations in the delivery of high quality care. The Business Development Manager will grow the business and protect the brand of Prestige Nursing & Care.

Responsibilities:

• Understand and work within the structure and ethos of the Prestige Nursing & Care Group.
• Bring clear planning and organisation for business review and development.
• Ensure that all businesses within your remit are operating to the guidelines and standards set out within the
  Prestige Nursing & Care Operations manual.
• Promote a culture which underpins a strategic approach to growth and development for each franchise.
• Promote a culture which underpins a strategic approach to growth and development for company owned
  business in line with financial forecasts and projections issued by Prestige Nursing & Care.
• Create and deliver business development plans for both company owned and franchisees in line with business
  model expectations.
• In line with the Regional Business Development Manager Standard Operating Procedure (RBDMSOP) for
  company owned is followed at all times.
• To escalate concerns regarding company owned to the Operations team.
• To work collaboratively with the Operations team to ensure company branches grow in line with the budgets
  and business development plans.
• In line with the Regional Business Development Manager Standard Operating Procedure for Franchising is
  always followed.
• Ensure that all businesses are working on clear, strategic, structured business development processes and
  plans in line with the Regional Business Development Manager Standard Operating procedure.
• Take adequate measures (Franchising) to report concerns around any breaches of franchise agreement, which
  may include but not limited to brand standards, reputational damage, not following the operations manual.
• Take adequate measures (company owned) to report concerns around brand standards or business
  behaviours/practices to the Operations team.
• Build and develop a clear understanding of our business modelling, regularly review operations manuals to
  ensure knowledge is current with our business modelling and work with the operations teams to ensure that
  excellent communication is underpinning.
• Conduct and ensure good clear lines of communication in line with the franchisor's guidance and
  requirements.
• To collaborate with the Operations team at Prestige Nursing & Care in terms of producing and submitting
  monthly operational data on your geographical business remit.
• Providing structured analysis where and as required and details of any operational advisory points needed to
  ensure Business Development is taking place.
• To submit accurate and evidential expense claims via our digital applications on a regular basis in line with
  business requirements and guidelines and in line with the company expenses policy.
• To continually explore the potential of other supplier partnerships and opportunities providing guidance and
  advice as directed by The Head of Business Development and or Director of Business Development.
• To attend monthly business development and operations meetings to share findings and work collaboratively
  to break down barriers to growth.
• To attend Franchising shows, networking events and company arranged conferences.
• To work away from home with some overnight stays.

Accountabilities:

• To ensure the growth in revenue from the Franchise network meets with Prestige and Nursing Cares 5 year
  plan.
• The ensure safe sustainable growth in company owned hours in line with agreed budgets.
• To build a safe sustainable network of Franchisees.

Person Specification:

Essential

• Ability to communicate well both written and verbally.
• Confident and have a persuasiveness for "selling" your ideas.
• Able to produce and give presentations at local and public level.
• Experience of working within a regulated sector to deliver performance against set forecasts and projections.
• Ability to work under pressure and to tight deadlines showing drive, motivation, and enthusiasm.
• Ability to use own initiative being creative and good critical thinking skills.
• Ability to self-motivate and manage own workload and diary management.
• Have good organisational skills and diligence.
• Ability to produce accurate detailed work whilst evaluating marketing, recruitment, and business plans for
  overall effectiveness in driving growth and development.
• Ability to liaise professionally within a competitive business setting where engagement across all levels is
  required.
• Can show previous experience of growing a business that has been, underperforming and a greenfield site.
• To have a working knowledge of local authority business activities and Local Government working practices
  (particularly advantageous is complex case management experience).
• Methods of research and gathering information in relation to marketing practices.
• Experience of creating appropriate marketing plans with regard to planning workloads and implementing
  strategies.

Desirable

• Applying different marketing principals in various organisational contexts.
• Identifying target markets and the techniques for addressing them and engaging with them (within the
  regulated sector).
• Understanding how to make influences upon and the objectives of the public, private and voluntary sectors
  including current care and regulatory standards for homecare.
• Experience of tender submission writing and mobilisation of new tenders.

Competencies & Behaviours:

• Communicating effectively.
• Building successful relationships.
• Driving for results.
• Exhibiting an empathetic approach.
• Self assurance.

What we offer:

• A competitive salary
• 28 days annual leave (includes Bank Holidays) increasing every year by 1 to the maximum of 33 days over 5 years' service.
• An additional day off for your Birthday
• Blue Light Card
• Refer with the Care Friends mobile app and earn extra money
• Cycle to Work scheme for our Head Office, Regional and Branch staff
• Long Service Awards
• Workplace Pension
• Employee assistance programme (EAP) - confidential phone line and online support and resources available to you and your loved ones 24/7
• A range of Family Friendly Benefits - designed to offer you more support, flexibility, and additional time off when you most need it.
• Annual leave purchase (ALP) scheme
• Supportive working environment with ongoing learning and development opportunities.
• A friendly, agile and flexible working culture
• A range of Family Friendly Benefits - designed to offer you more support, flexibility, and additional time off when you most need it.
• Annual leave purchase (ALP) scheme

Please note:

In line with CQC & Care Inspectorate regulations, we require and will undertake Enhanced DBS/PVG, Right to Work, Reference and Employment History checks in line with Government guidelines for this role and safer recruitment best practice.

Whilst we endeavour to keep the recruitment process as short as possible, due to the nature of these important checks there may be extension to timelines.

All our clients are equally entitled to have their needs met in a safe, fair and balanced way. Prestige Nursing & Care colleagues are responsible for promoting Equal Opportunities for all and for challenging any behaviour or practice which discriminates against any client or colleague on the grounds of race, religion, disability, age, gender, sexual orientation, identity or any other perceived difference.

We reserve the right to close this position early.

#INDEHP23

Job Title: Business Development Manager South
Location: Home based with an expectation of business travel to meet with the needs of the business.
Salary: £57000. Plus £4000 car allowance
Hours: Full time, Monday to Friday 9-5
Requirement for frequent travel and overnight stays. Flexibility to respond to business needs and unsociable hours.
Closing Date: 03/05/2024

Life at Prestige:

People are at the very heart of Prestige, and we want to make life better for them. As a Business Development Manager, you'll grow and develop in an exciting business that puts people at the centre of everything we do.

We offer a supportive working environment with lots of potential for learning and development and a friendly, agile and flexible working culture.

Prestige Nursing & Care has provided home care for over 75 years and we have 30 local offices in England and Scotland. Our aim is to lead the care industry by providing high quality, personalised and specialist services to our clients.

Purpose of the job:

At Prestige Nursing and Care we pride ourselves on our ability to provide specialist Homecare Services for individuals of all ages living within their own homes. We are committed to ensuring everyone receives a person centred, professional service through our local teams of professional carers and registered nurses. It is an exciting time to join Prestige Nursing and care as we embark on a journey to transform the delivery of our complex and homecare services whilst growing our Franchise network. As we embark on this journey, we are seeking a highly skilled and professional Business Development Manager to join our team. The Business Development Manager will play a crucial role in supporting Prestige Nursing and Care to grow a profitable and sustainable Franchise network. Whilst ensuring the company owned businesses grow in line with the company budgets and targets. This position requires someone who can drive sustainable growth. The successful candidate will demonstrate a strategic mindset that places client and colleague outcomes at the centre of their decision making; driving sustainable growth and exceeding expectations in the delivery of high quality care. The Business Development Manager will grow the business and protect the brand of Prestige Nursing & Care.

Responsibilities:

• Understand and work within the structure and ethos of the Prestige Nursing & Care Group.
• Bring clear planning and organisation for business review and development.
• Ensure that all businesses within your remit are operating to the guidelines and standards set out within the
  Prestige Nursing & Care Operations manual.
• Promote a culture which underpins a strategic approach to growth and development for each franchise.
• Promote a culture which underpins a strategic approach to growth and development for company owned
  business in line with financial forecasts and projections issued by Prestige Nursing & Care.
• Create and deliver business development plans for both company owned and franchisees in line with business
  model expectations.
• In line with the Regional Business Development Manager Standard Operating Procedure (RBDMSOP) for
  company owned is followed at all times.
• To escalate concerns regarding company owned to the Operations team.
• To work collaboratively with the Operations team to ensure company branches grow in line with the budgets
  and business development plans.
• In line with the Regional Business Development Manager Standard Operating Procedure for Franchising is
  always followed.
• Ensure that all businesses are working on clear, strategic, structured business development processes and
  plans in line with the Regional Business Development Manager Standard Operating procedure.
• Take adequate measures (Franchising) to report concerns around any breaches of franchise agreement, which
  may include but not limited to brand standards, reputational damage, not following the operations manual.
• Take adequate measures (company owned) to report concerns around brand standards or business
  behaviours/practices to the Operations team.
• Build and develop a clear understanding of our business modelling, regularly review operations manuals to
  ensure knowledge is current with our business modelling and work with the operations teams to ensure that
  excellent communication is underpinning.
• Conduct and ensure good clear lines of communication in line with the franchisor's guidance and
  requirements.
• To collaborate with the Operations team at Prestige Nursing & Care in terms of producing and submitting
  monthly operational data on your geographical business remit.
• Providing structured analysis where and as required and details of any operational advisory points needed to
  ensure Business Development is taking place.
• To submit accurate and evidential expense claims via our digital applications on a regular basis in line with
  business requirements and guidelines and in line with the company expenses policy.
• To continually explore the potential of other supplier partnerships and opportunities providing guidance and
  advice as directed by The Head of Business Development and or Director of Business Development.
• To attend monthly business development and operations meetings to share findings and work collaboratively
  to break down barriers to growth.
• To attend Franchising shows, networking events and company arranged conferences.
• To work away from home with some overnight stays.

Accountabilities:

• To ensure the growth in revenue from the Franchise network meets with Prestige and Nursing Cares 5 year
  plan.
• The ensure safe sustainable growth in company owned hours in line with agreed budgets.
• To build a safe sustainable network of Franchisees.

Person Specification:

Essential

• Ability to communicate well both written and verbally.
• Confident and have a persuasiveness for "selling" your ideas.
• Able to produce and give presentations at local and public level.
• Experience of working within a regulated sector to deliver performance against set forecasts and projections.
• Ability to work under pressure and to tight deadlines showing drive, motivation, and enthusiasm.
• Ability to use own initiative being creative and good critical thinking skills.
• Ability to self-motivate and manage own workload and diary management.
• Have good organisational skills and diligence.
• Ability to produce accurate detailed work whilst evaluating marketing, recruitment, and business plans for
  overall effectiveness in driving growth and development.
• Ability to liaise professionally within a competitive business setting where engagement across all levels is
  required.
• Can show previous experience of growing a business that has been, underperforming and a greenfield site.
• To have a working knowledge of local authority business activities and Local Government working practices
  (particularly advantageous is complex case management experience).
• Methods of research and gathering information in relation to marketing practices.
• Experience of creating appropriate marketing plans with regard to planning workloads and implementing
  strategies.

Desirable

• Applying different marketing principals in various organisational contexts.
• Identifying target markets and the techniques for addressing them and engaging with them (within the
  regulated sector).
• Understanding how to make influences upon and the objectives of the public, private and voluntary sectors
  including current care and regulatory standards for homecare.
• Experience of tender submission writing and mobilisation of new tenders.

Competencies & Behaviours:

• Communicating effectively.
• Building successful relationships.
• Driving for results.
• Exhibiting an empathetic approach.
• Self assurance.

What we offer:

• A competitive salary
• 28 days annual leave (includes Bank Holidays) increasing every year by 1 to the maximum of 33 days over 5 years' service.
• An additional day off for your Birthday
• Blue Light Card
• Refer with the Care Friends mobile app and earn extra money
• Cycle to Work scheme for our Head Office, Regional and Branch staff
• Long Service Awards
• Workplace Pension
• Employee assistance programme (EAP) - confidential phone line and online support and resources available to you and your loved ones 24/7
• A range of Family Friendly Benefits - designed to offer you more support, flexibility, and additional time off when you most need it.
• Annual leave purchase (ALP) scheme
• Supportive working environment with ongoing learning and development opportunities.
• A friendly, agile and flexible working culture
• A range of Family Friendly Benefits - designed to offer you more support, flexibility, and additional time off when you most need it.
• Annual leave purchase (ALP) scheme

Please note:

In line with CQC & Care Inspectorate regulations, we require and will undertake Enhanced DBS/PVG, Right to Work, Reference and Employment History checks in line with Government guidelines for this role and safer recruitment best practice.

Whilst we endeavour to keep the recruitment process as short as possible, due to the nature of these important checks there may be extension to timelines.

All our clients are equally entitled to have their needs met in a safe, fair and balanced way. Prestige Nursing & Care colleagues are responsible for promoting Equal Opportunities for all and for challenging any behaviour or practice which discriminates against any client or colleague on the grounds of race, religion, disability, age, gender, sexual orientation, identity or any other perceived difference.

We reserve the right to close this position early.

#INDHP24

Job Title: Sales Ledger Manager
Location: Epsom, Surrey
Salary: £47,000+ pa dependent on experience
Hours: Full time, Monday to Friday. This is a hybrid role, 3 x days will be office based

People are at the very heart of Prestige, and we want to make life better for them. As a Sales Ledger Manager, you'll grow and develop in an exciting business that puts people at the centre of everything we do.

Prestige Nursing & Care has provided home care for over 75 years and we have 30 local offices in England and Scotland. Our aim is to lead the care industry by providing high quality, personalised and specialist services to our clients.

Role Purpose

To provide an accurate and efficient service to both internal and external customers.

The Sales ledger manager will be responsible for supervising the team of credit controllers as well as all aspects of sales Ledger and credit control duties for a given group of accounts. This is to be done following the companies credit control procedures .

The Sales ledger Manager will report to the Finance Director.

Main Responsibilities

The Sales ledger manager specific duties will include

1. Building relationships with senior stakeholders to ensure timely payments on major accounts
2. Manage the credit control team and mentor the Senior credit controllers to develop their leadership potential
3. Automate and streamline processes
4. Cancelling and reissuing invoices
5. Allocate accounts to Credit controllers
6. Ensure payments are chased for overdue accounts
7. Training credit controllers
8. Implement robust policies and procedures e.g. Credit limits, direct debits, adhere to Delegation of Authority etc…
9. Reconciling accounts
10. Resolving internal and external queries
11. General credit control duties
12. Monitor performance against KPI's
13. Support with other business projects as required

Key factors to success

1. Management skills
2. Build effective relationships with key stakeholders
3. Performance management
4. Process improvement
5. Well informed in all areas of sales Ledger
6. Excellent customer service skills
7. Good communication skills both written and oral
8. Work accurately within agreed time scales
9. Demonstrate high degree of confidentiality

Person Specification

1. Ability to motivate others
2. Team player
3. Flexible may be required to work additional hours
4. Understand the need for confidentiality
5. Ability to converse effectively with clients and branch managers
6. Computer literate, strong Excel skills
7. Ability to work on own initiative - self starter, must be able to prioritise tasks and be a manager of time
8. Possess excellent administration skills
9. Previous experience in sales Ledger/ credit control is essential
10. Healthcare experience is a strong preference

Experience

Excellent literacy and numeracy skills. Exposure to working in a team environment. Management experience. 5+ years credit control experience desirable.

We offer

• A competitive salary
• 28 days annual leave (includes Bank Holidays) increasing every year by 1 to the maximum of 33 days over 5 years' service
• An additional day off for your Birthday
• Blue Light Card
• Refer with the Care Friends mobile app and earn extra money
• Cycle to Work scheme for our Head Office, Regional and Branch staff
• Long Service Awards
• Work Place Pension
• Employee assistance programme (EAP) - confidential phone line and online support and resources available to you and your loved ones 24/7
• Supportive working environment with ongoing learning and development opportunities.
• A friendly, agile and flexible working culture.

*Prestige Nursing & Care reserve the right to close this role early*

**By submitting your details, you acknowledge that Prestige Nursing is collecting, processing, and using your personal data for managing your application. For more information, please visit our Candidate Privacy Notice on our website**

#INDHP22

Job Title: Sales Ledger Manager
Location: Epsom
Salary: £47,000 dependent on experience
Hours: Full time, Monday to Friday. This is a hybrid role, 3 x days will be office based

People are at the very heart of Prestige, and we want to make life better for them. As a Sales Ledger Manager, you'll grow and develop in an exciting business that puts people at the centre of everything we do.

Prestige Nursing & Care has provided home care for over 75 years and we have 30 local offices in England and Scotland. Our aim is to lead the care industry by providing high quality, personalised and specialist services to our clients.

Role Purpose

To provide an accurate and efficient service to both internal and external customers.

The Sales ledger manager will be responsible for supervising the team of credit controllers as well as all aspects of sales Ledger and credit control duties for a given group of accounts. This is to be done following the companies credit control procedures .

The Sales ledger Manager will report to the Finance Director.

Main Responsibilities

The Sales ledger manager specific duties will include

1. Building relationships with senior stakeholders to ensure timely payments on major accounts
2. Manage the credit control team and mentor the Senior credit controllers to develop their leadership potential
3. Automate and streamline processes
4. Cancelling and reissuing invoices
5. Allocate accounts to Credit controllers
6. Ensure payments are chased for overdue accounts
7. Training credit controllers
8. Implement robust policies and procedures e.g. Credit limits, direct debits, adhere to Delegation of Authority etc…
9. Reconciling accounts
10. Resolving internal and external queries
11. General credit control duties
12. Monitor performance against KPI's
13. Support with other business projects as required

Key factors to success

1. Management skills
2. Build effective relationships with key stakeholders
3. Performance management
4. Process improvement
5. Well informed in all areas of sales Ledger
6. Excellent customer service skills
7. Good communication skills both written and oral
8. Work accurately within agreed time scales
9. Demonstrate high degree of confidentiality

1. Ability to motivate others
2. Team player
3. Flexible may be required to work additional hours
4. Understand the need for confidentiality
5. Ability to converse effectively with clients and branch managers
6. Computer literate, strong Excel skills
7. Ability to work on own initiative - self starter, must be able to prioritise tasks and be a manager of time
8. Possess excellent administration skills
9. Previous experience in sales Ledger/ credit control is essential
10. Healthcare experience is a strong preference

Experience

Excellent literacy and numeracy skills. Exposure to working in a team environment. Management experience. 5+ years credit control experience desirable.

We offer

• A competitive salary
• 28 days annual leave (includes Bank Holidays) increasing every year by 1 to the maximum of 33 days over 5 years' service
• An additional day off for your Birthday
• Blue Light Card
• Refer with the Care Friends mobile app and earn extra money
• Cycle to Work scheme for our Head Office, Regional and Branch staff
• Long Service Awards
• Work Place Pension
• Employee assistance programme (EAP) - confidential phone line and online support and resources available to you and your loved ones 24/7
• Supportive working environment with ongoing learning and development opportunities.
• A friendly, agile and flexible working culture.

*Prestige Nursing & Care reserve the right to close this role early*

**By submitting your details, you acknowledge that Prestige Nursing is collecting, processing, and using your personal data for managing your application. For more information, please visit our Candidate Privacy Notice on our website**

#INDHP22

Senior Quality Assurance Manager - Business Services

Hybrid/Epsom | Business Services | Permanent | Full-Time: 37.5 hours

Competitive salary, depending on experience

Nuffield Health is the charity that's building a healthier nation, one day at a time. From award-winning hospitals and leisure facilities to flagship community programmes - we'll do whatever it takes to look after the UK's wellbeing. It starts with passion and commitment to quality. It starts with you.

The Senior Quality Assurance Manager plays a pivotal role in ensuring the highest standards of overall quality within Business Services. They will set the standards, drive awareness and calibration, and ultimately assure that the work of our broader teams within Business Services reflects those standards. They will lead a team of Quality Analysts that will cover the full scope of all customer contact work spanning all current and future channels. They will set up mechanisms for governance and review that will ensure that our teams are compliant with all regulatory requirements and ensure clear guidelines and templates for customer engagement are created.

As our Senior Quality Assurance Manager, you will:

• Define, develop, and maintain quality standards for customer interactions, both verbal and written, within Business Services. Regularly reviewing and updating the processes and guidelines to align with industry best practices and evolving customer needs.

• Drive adherence to established quality standards by providing ongoing feedback, coaching, and training to Business Services teams.

• Manage a team of 3 Quality Assurance Analysts, providing guidance, support, and mentoring. Ensuring a positive and collaborative team culture that emphasizes continuous improvement and a commitment to excellence.

• Collaborate with the Quality Assurance team to analyse and evaluate customer interactions, identifying areas for improvement, and providing actionable insights and recommendations to Business Services leadership and relevant stakeholders to enhance customer experiences.

• Consult with Training and Development teams to design and deliver targeted training programs for front line Business Service teams, focused on improving quality and customer service skills. Where appropriate, upskilling teams to positively impact overall performance and implement initiatives accordingly.

• Develop and maintain performance metrics to assess the effectiveness of quality assurance efforts and track improvements over time. Preparing regular reports and presentations for management, showcasing trends, improvements, and areas requiring attention.

The work of the quality team will cover all forms of interactional quality, be it service quality over the phone, written communication over emails or chat channels, tone of voices across assisted and unassisted AI channels, and the impact on customer experience across all customer contact channels. They will use insight to drive changes within Business Services to ensure our services are always improving and that we are able to highlight areas that require change within and outside of Business Services to enable our colleagues to deliver to the best of their abilities.

Helping you feel good.

We want you to love coming to work, feeling healthy, happy and valued. That's why we've developed a benefits package with you in mind. From free private healthcare to gym membership, a cycle to work scheme and more. At Nuffield Health, we take care of what's important to you.

Join Nuffield Health and create the future you want, today.

If you like what you see, why not start your application now? We consider applications as we receive them and reserve the right to close adverts early (for example, where we have received an unprecedented high volume of applications). So, it's a good idea to apply right away to ensure you're considered for this role.

It starts with you.

Proud member of the Disability Confident employer scheme

Senior Quality Assurance Manager - Business Services

Hybrid/Epsom - minimum 2 days per week | Business Services | Permanent | Full-Time: 37.5 hours

Competitive salary, depending on experience

Nuffield Health is the charity that's building a healthier nation, one day at a time. From award-winning hospitals and leisure facilities to flagship community programmes - we'll do whatever it takes to look after the UK's wellbeing. It starts with passion and commitment to quality. It starts with you.

The Senior Quality Assurance Manager plays a pivotal role in ensuring the highest standards of overall quality within Business Services. They will set the standards, drive awareness and calibration, and ultimately assure that the work of our broader teams within Business Services reflects those standards. They will lead a team of Quality Analysts that will cover the full scope of all customer contact work spanning all current and future channels. They will set up mechanisms for governance and review that will ensure that our teams are compliant with all regulatory requirements and ensure clear guidelines and templates for customer engagement are created.

As our Senior Quality Assurance Manager, you will:

• Define, develop, and maintain quality standards for customer interactions, both verbal and written, within Business Services. Regularly reviewing and updating the processes and guidelines to align with industry best practices and evolving customer needs.

• Drive adherence to established quality standards by providing ongoing feedback, coaching, and training to Business Services teams.

• Manage a team of 3 Quality Assurance Analysts, providing guidance, support, and mentoring. Ensuring a positive and collaborative team culture that emphasizes continuous improvement and a commitment to excellence.

• Collaborate with the Quality Assurance team to analyse and evaluate customer interactions, identifying areas for improvement, and providing actionable insights and recommendations to Business Services leadership and relevant stakeholders to enhance customer experiences.

• Consult with Training and Development teams to design and deliver targeted training programs for front line Business Service teams, focused on improving quality and customer service skills. Where appropriate, upskilling teams to positively impact overall performance and implement initiatives accordingly.

• Develop and maintain performance metrics to assess the effectiveness of quality assurance efforts and track improvements over time. Preparing regular reports and presentations for management, showcasing trends, improvements, and areas requiring attention.

The work of the quality team will cover all forms of interactional quality, be it service quality over the phone, written communication over emails or chat channels, tone of voices across assisted and unassisted AI channels, and the impact on customer experience across all customer contact channels. They will use insight to drive changes within Business Services to ensure our services are always improving and that we are able to highlight areas that require change within and outside of Business Services to enable our colleagues to deliver to the best of their abilities.

Helping you feel good.

We want you to love coming to work, feeling healthy, happy and valued. That's why we've developed a benefits package with you in mind. From free private healthcare to gym membership, a cycle to work scheme and more. At Nuffield Health, we take care of what's important to you.

Join Nuffield Health and create the future you want, today.

If you like what you see, why not start your application now? We consider applications as we receive them and reserve the right to close adverts early (for example, where we have received an unprecedented high volume of applications). So, it's a good idea to apply right away to ensure you're considered for this role.

It starts with you.

Proud member of the Disability Confident employer scheme