Senior Operations Manager HAL (CS)

Job Description

Senior Operations Manager HAL (CS) Cignpost Diagnostics Ltd. offers mobile and fixed laboratory molecular diagnosis of COVID-19 through real-time RT-PCR assays based on oral and nasal swab samples. As part of this service Cignpost Diagnostics Ltd. provides trained individuals to undertakethe collection of test swabs to a variety of organisations and individuals at testing locations throughout the UK.As the COVID-19 pandemic continues to evolve, there has been a substantial increase in the number of organisations requesting our expertise. To meet rising volumes, we are seeking to recruit COVID-19 Client Operations Site Managers to join our existing nationalteam of operatives.ROLE OVERVIEWThe D2C Operations Team delivers COVID testing services to clients at Airports and Regional Health Centres (RHCs) to meet publics testing requirements. Cignpost Diagnostics Ltd. are the leading testing provider for Heathrow Airport (HAL). This is a key roleto support the day to day operational running of all swabbing sites within Heathrow as well as leading on continuous improvement of the customer journey.KEY RESPONSIBILITIES

• Deputise for the HAL Head of Operations as required
• Day to day point of contact for all D2C activity within Heathrow with a focus on the customer journey and continuous improvement
• Ensure the day to day operational management of facility are efficient, organised and productive at all times
• Manage the day to day client relationship with Heathrow and other stakeholders as required
• Act as business owner for customer service policies and make recommendations for changes which are in the interests of both business and customers
• Identify shortfalls in customer experience and working with other partners in the business, respond to and rectify any issues arising
• Carry out duties as specified in the concept of operations (CONOPs) for the delivery of the testing capability
• Produce and maintain a portfolio of all documentation and diagrams that detail the operating procedure at each site
• Manage a register that enables presentation of a monthly overview of the work undertakenContinuous ongoing training with staff
• Champion customer service, delivering an efficient, professional and caring service to our ClientsTrack and manage the cost of delivering these services
• Work closely with the Compliance Manager to ensure our services meet regulatory requirements
• Provide assistance in ad-hoc projects as required
• Accurate reporting of forecasted demand and actual tests delivered across the site
• Manage relationships with laboratories and ensure capacity is available to meet demand
• Compliance to health and safety audits, reports and standard operating practices (SOP).
• Continuous review of the sites performance including the potential to increase capacity according to individual site demand
• Working with the resourcing team to ensure staff levels and training quality reflect and deliver the company objectives

Job requirements

• Strong leadership skills, able to lead small cross functional teams
• Excellent customer facing operations / customer service skills
• Comfortable working at pace and with a degree of ambiguity
• Strong interpersonal skills, builds trusted relationships quickly
• Organised with a strong bias for action. Problem solver
• Experienced and comfortable working in with logistics and operational delivery
• Comfortable with using MS Office suite or able to learn quickly (Word, Outlook, Excel, PPT, Teams)
• Comfortable with the practical elements of delivering an onsite installation (power, water, security etc)
• Experience of customer conflict resolution
• Excellent communication skills and an empathetic nature
• Can work remotely, but able to travel to client sites as required

Benefits

• 25 days holiday
• BUPA medical Health Care
• Simply Health Cash Plan
• Perkbox
• Company Pension
• On site parking (dependant on site)

Cignpost Diagnostics is committed to offering opportunities to all persons based solely on competence and individual merit, and not on any irrelevant factor such as age, sex, sexual orientation, gender reassignment, marital or civil partnership status, race,creed, colour, nationality, disability, background or social status. All employees have a duty to promote and comply with the equal opportunities policy.Full training and PPE will be provided in advance. All employees must be prepared to undertake regular Covid testing.Applicants must not be classified, or live with anyone classified, as belonging to any of the COVID-19 high risk groups. Full guidance on who is deemed to be high risk can be found on the NHS website.