About Happen
Happen is a fast-growing digital healthcare provider helping patients access clinically supported weight management treatments through a seamless and patient-focused online service.
As our business continues to grow, we are looking for a highly organised and proactive Senior Customer Operations Coordinator to join our office-based team in Salford Quays.
This is a key role within the business, acting as a central point between patients, prescribing teams, customer service, and management. The successful candidate will play a vital role in ensuring patients receive a positive experience throughout their journey, from initial enquiry through to treatment, ongoing support, cancellations, and complaint resolution.
The Role
This is a varied and fast-paced position suited to someone who thrives in a busy environment and enjoys taking ownership of customer outcomes.
You will be responsible for managing inbound customer enquiries, coordinating patient communications, resolving complaints, supporting compliance processes, and ensuring operational tasks are completed accurately and efficiently.
Working closely with multiple departments, you will act as a problem solver, helping remove barriers for patients while ensuring processes remain compliant and operationally effective.
The role requires someone who can think on their feet, communicate confidently, manage competing priorities, and remain calm under pressure.
Key Responsibilities
Customer Service & Patient Support
- Manage inbound telephone and email enquiries from patients
- Support patients throughout their journey from onboarding through to ongoing treatment
- Resolve customer queries efficiently and professionally
- Take ownership of complaint resolution and customer escalations
- Handle cancellation requests and retention conversations where appropriate
- Deliver a consistently high standard of customer service across all communication channels
Operational Administration
- Maintain and update customer records within the CRM system
- Manage operational spreadsheets and internal reporting trackers
- Chase outstanding information and documentation from patients
- Support administrative processes across multiple departments
- Ensure customer records are accurate, complete, and up to date
Clinical & Compliance Support
- Liaise with prescribing teams and clinicians regarding patient queries
- Understand eligibility requirements and treatment pathways
- Handle sensitive medical and personal information appropriately
- Escalate clinical concerns to the appropriate teams when required
- Support compliance processes and ensure company procedures are followed
- Maintain confidentiality and GDPR compliance at all times
Team & Business Support
- Work closely with management to identify operational improvements
- Support training and mentoring of new team members where required
- Assist with the implementation of new processes and procedures
- Act as a key point of contact between departments to ensure smooth day-to-day operations
- Help maintain a positive and collaborative team culture
Skills & Experience
Essential
- Minimum 3 years' experience within a customer service, healthcare administration, patient services, or operational support role
- Experience working within a fast-paced customer-focused environment
- Strong telephone and written communication skills
- Ability to manage multiple priorities simultaneously
- Experience handling complaints and customer escalations
- Excellent organisational and administrative skills
- Strong attention to detail and accuracy
- Ability to work independently and take ownership of tasks
- Confident using CRM systems, Microsoft Office, and spreadsheets
- Comfortable working with confidential and sensitive information
Desirable
- Experience within healthcare, pharmacy, telemedicine, or regulated environments
- Understanding of clinical pathways and patient eligibility processes
- Experience working alongside clinicians or prescribing teams
- Knowledge of GDPR and compliance requirements
- Previous experience mentoring or supporting junior team members
- Customer Service Team Leader or Senior Administrator experience
Personal Attributes
We are looking for someone who is:
- Proactive and solutions-focused
- Calm under pressure
- Empathetic and patient-focused
- Professional and highly organised
- A fast learner who can quickly adapt to new processes
- Confident making decisions and taking ownership
- Comfortable working in a growing business where priorities can change quickly
- A team player who enjoys helping others succeed
Key Performance Indicators
Success in this role may be measured by:
- Customer satisfaction and service quality
- Response and resolution times
- Complaint resolution outcomes
- CRM and administrative accuracy
- Compliance adherence
- Patient retention and cancellation management
- Contribution to operational improvements
- Positive feedback from patients and internal teams
What We Offer
- £30,000 salary
- Office-based role in Salford Quays
- Monday to Friday working pattern
- Opportunity to play a key role within a growing healthcare business
- Supportive and collaborative team environment
- Career progression opportunities into Customer Service Management, Operations Management, or wider leadership roles
- Ongoing training and development
Pay: £27,420.00-£30,000.00 per year
Experience:
- customer service or healthcare administration: 3 years (required)
Work Location: In person
