Operations Manager – UK Healthcare Contact Centre

Operations Manager-UK Healthcare Contact Centre

Location: Cape Town, South Africa (Hybrid)

Salary: Starting from R65,000 per month, depending on experience, plus performance bonus and excellent career progression opportunities.

About Us

We are a fast-growing UK healthcare business operating private dental clinics across the United Kingdom. We are establishing our first South African patient contact centre to support new patient enquiries, appointment booking and exceptional customer service.

We are looking for an experienced Operations Manager to build and lead this exciting new operation from the ground up.

This is a rare opportunity to play a key role in launching and growing an international contact centre with significant opportunities for future career development.

The Role

Reporting directly to the UK leadership team, you will be responsible for establishing, managing and growing our South African operation.

Initially, you will recruit, train and manage a team of approximately 8–10 Patient Advisors, with the opportunity to expand the operation significantly as the business grows.

Key Responsibilities

• Build and lead our South African contact centre.
• Recruit, onboard and develop a high-performing team of Patient Advisors.
• Manage daily operations, workforce planning and team performance.
• Monitor KPIs including service levels, appointment conversion rates, quality scores and customer satisfaction.
• Coach and develop team members through regular one-to-one meetings and performance reviews.
• Develop training programmes, operating procedures and quality standards.
• Ensure compliance with UK healthcare regulations and data protection requirements.
• Work closely with the UK leadership team to continuously improve the patient journey.
• Produce weekly and monthly operational reports.
• Create a positive, motivated and high-performance culture.

About You

You are an experienced contact centre leader with a proven track record of managing UK customer service or sales operations.

Essential

• Minimum of 5 years' experience managing a contact centre operation.
• Experience managing UK-based customer service or sales campaigns.
• Proven experience recruiting, developing and leading customer service teams.
• Strong leadership, coaching and performance management skills.
• Excellent spoken and written English.
• Strong analytical, reporting and organisational skills.
• Experience using CRM systems and cloud-based contact centre platforms.
• Ability to work independently while collaborating with UK stakeholders.

Desirable

• Healthcare, dental or medical services experience.
• Experience launching or scaling a new contact centre.
• Knowledge of UK GDPR and South African POPIA.
• Experience managing hybrid or remote teams.

What We Offer

• Starting salary from R65,000 per month, with higher salaries available depending on experience.
• Quarterly performance bonus based on achieving agreed operational and business KPIs.
• Annual performance bonus linked to individual and company performance.
• 20–25 days of annual leave, plus South African public holidays.
• Opportunity to build and lead a new international operation from its inception.
• Genuine career progression as the UK business expands, with the potential to grow into a senior leadership role.
• Direct access to the UK leadership team and the opportunity to influence the future direction of the business.
• Ongoing professional development and leadership training.
• A collaborative, supportive and ambitious working environment.

If you are passionate about building high-performing teams, delivering outstanding customer experiences and shaping the future of an international healthcare business, we would love to hear from you.

Let me know you are interested or please send your CV to Joannesmartdental@gmail.com

Work Location: In person