Location: Milton Keynes (hybrid with travel to depots and client sites)
Reports to: Director
Direct reports: Customer Service Manager & team, Field Advisors (national), Service Engineers, with dotted-line Clinical staff as service expands
Salary: Up to £50k (commensurate with experience)

Role Purpose

The Service Operations Manager will lead and professionalise operational delivery for our client, the direct-to-consumer arm of its parent company. You’ll own service efficiency, customer experience, and team performance across customer service, field advisors, and logistics, ensuring that every referral becomes a well-managed, clinically led and commercially sound customer journey.

You’ll be key to turning a growing but complex operation into a scalable, profitable, and clinically credible business unit.

Person Specification

Essential

• Proven experience managing field or service delivery teams (e.g. engineers, assessors, advisors).
• Track record of improving operational efficiency and customer conversion in a commercial or healthcare setting.
• Technically and analytically strong — high Excel competence and ability to produce data insights.
• Confident people manager able to develop junior staff and coach remote teams.
• Comfortable working in a private healthcare or technical services business with clinical interfaces.
• Strong communicator with stakeholder management skills.
• UK driving licence and enhanced DBS.

Desirable

• Experience in healthcare services, assistive technology, or rehabilitation sector.
• Exposure to NHS or social care contracting.
• Background as a technical service engineer or manager before moving into leadership.
• Familiarity with CRMs and operational reporting tools.

Personal Style & Behaviours

• Hands-on operator with a data-informed mindset.
• Empathetic and clinically respectful, but commercially driven.
• Resilient, self-starting, and able to work autonomously.
• Skilled at building engagement and accountability across dispersed teams.
• Energised by operational challenge, improvement and growth.