Operational Support Administrator

To deliver high quality support to the business including customer focused support and working closely with all areas of the company, whilst striving to deliver a streamlined service. The role of an Operational Support team member is varied and flexible, with a wide range of duties to be covered within the scope of the role., * Manage client reimbursements in accordance with relevant scheme rules and benefits

• Screen client ‘On boarding questionnaires’ in accordance with guidelines
• Support with new system testing, roll out of new procedures and develop new ways of working
• Arrange client appointment bookings
• Handle incoming and outgoing calls and signpost efficiently
• Provide front line support to customers, troubleshooting for technical issues they may be facing with use of our bespoke portals
• Chase clinical information in a timely and professional manner
• Process Data Subject Access Requests and escalations in accordance with the ICO guidelines
• Collate and present customer feedback and Net Promoter scores to management
• Implement weekly and monthly client membership amendments
• Conduct weekly patient facing reception duties and co-ordinate of our FRS clinic based in Barbourne - Worcester
• Process incoming communications (Post and emails) and action as required
• Manage office supplies and maintenance as required
• Ad hoc document formatting in line with company branding and quality management standards (Microsoft Word, Excel, PowerPoint, Visio, Adobe Acrobat)
• Greet visitors in an efficient and friendly manner to include preparation of refreshments for meetings
• Previous use of CRM, SharePoint, Outlook, Teams, Business Central, Rio, Mitel packages would be advantageous
• Complete tasks requested to be completed required by management
• Demonstrate a professional and respectful approach during all interactions

• Previous experience in a Administration, Business Support or Customer service role, * Proficient in Microsoft Office software including Excel, Word, Outlook, and PowerPoint, with the ability to add creative flair to presentations
• Familiar with, and able to keep up to date with, the requirements of the Data Protection Act
• Excellent telephone manner
• Excellent interpersonal communication skills
• Ability to follow procedures, adhere to policies, and apply these to the scope of work
• Ability to demonstrate a high level of accuracy with good attention to detail
• Ability to work to tight deadlines

Attributes

• Comfortable working either on your own initiative or as part of a team
• Comfortable in challenging aspects of the role where there may be room for improvement/more efficient ways of working
• Confident, precise, and helpful when dealing with customer complaints
• Flexible, resourceful, and willing to “go the extra mile” in the execution of the role

Qualifications and Training

• 5 GCSEs - A*-C (or equivalent)

• Medicash Health Cash Plan: Which includes ability to claim back dental, optical, and chiropody costs. Plus, add your dependent children for free! + 24/7 Digital Health: Round-the-clock access to a virtual GP helpline and an Employee Assistance Programme (EAP) + Mental Health Support: Up to 8 fully funded face-to-face counselling or CBT sessions
• Pension Scheme & Pension Salary Sacrifice
• Peace of Mind: Rest easy knowing your loved ones are protected with a Death in Service benefit equal to 4x your base salary
• Payroll Giving: Support the causes you love directly from your gross pay
• Annual Leave: 25 days + BH, plus Birthday Leave to celebrate your special day
• Flexibility: Option to buy or sell up to 3 days of holiday each year
• Giving Back: Up to 2 fully paid Volunteering/Community days per year
• Family First: Enhanced, generous Maternity and Paternity policies, alongside comprehensive Company Sick Pay
• Rewarding Excellence: Annual pay reviews, and regular staff awards to celebrate your hard work plus a regular events and activities throughout the year

HCML is the UK’s leading provider of rehabilitation, case management, occupational health, and workplace wellbeing services. We’re also proud to be recognised as a 2025 UK’s Best Workplace for Wellbeing, reflecting our commitment to supporting the growth, development, and wellbeing of our people.

We are seeking a proactive Operational Support Administrator to join a high-performing, established team. In this role, you will drive efficiency across our business support functions while delivering excellence in customer service.