Role Purpose
Eleanor Hospital Logistics is seeking an experienced and operationally focused Customer Services Manager to lead the Customer Services Support Centre (CSSC) function across the Oxford Kitting & Carting (OKC) programme and wider elective surgical logistics operation.
The role will provide operational leadership, governance and coordination across customer services, theatre support communications, escalation management, systems support and operational service delivery, acting as the primary management interface between theatres, clinical teams, CSSD, warehouse operations, transport, procurement, suppliers and OKC operational teams.
The Customer Services Manager will oversee the live operational management of theatre scheduling support, kitting coordination, inventory escalations, transport flows, emergency activity, incident management and Business Continuity processes, ensuring high levels of theatre readiness, service resilience, traceability and patient safety across the OKC service model.
The postholder will lead the Eleanor Customer Services Support Centre (CSSC) operation, ensuring all service enquiries, operational incidents, escalations, reporting and governance activities are managed in line with Trust requirements, operational KPIs and Eleanor governance standards.
Key Responsibilities
Operational Leadership & Coordination
- Lead the day-to-day operation of the Eleanor Customer Services Support Centre (CSSC).
- Coordinate communication between theatres, CSSD, warehouse operations, transport providers, procurement teams and OKC operational functions.
- Oversee operational support for theatre scheduling, including T-6 week forecasts, emergency procedures, cancellations, late add-ons and theatre changes.
- Manage operational escalations relating to consumables, implants, instrument trays, emergency carts and theatre readiness activities.
- Oversee coordination of Pick A/B/C operational pathways, RFID-enabled tote movements and theatre cart allocation activities.
- Support operational continuity and Business Continuity planning aligned to major incident and emergency response frameworks.
- Ensure effective coordination of cross-site trolley, instrument and media flows between SEC, JR, NOC, CH and HGH sites.
- Support contingency planning and emergency theatre support activities across the Trust network.
Customer Services & Escalation Management
- Manage the CSSC governance structure, escalation framework and operational reporting processes.
- Oversee ticketing, call handling, case management and operational incident resolution activities.
- Ensure all customer service interactions maintain full audit trails and governance compliance.
- Lead escalation management relating to supply shortages, transport delays, missing trays, sterilisation issues and emergency requests.
- Support Datix escalation pathways and clinical governance reporting where required.
- Ensure agreed SLAs, response times, escalation thresholds and operational KPIs are achieved.
- Oversee live operational dashboards, KPI monitoring and trend analysis reporting.
- Manage service disruption responses, telephony resilience and system downtime fallback procedures.
Systems, Inventory & Operational Visibility
- Oversee utilisation of IMS/WMS, RFID, GS1 and operational tracking systems across the OKC service.
- Ensure operational visibility and traceability across consumables, implants, instrument trays and theatre logistics activities.
- Support governance and reconciliation processes relating to high-value products, loan sets and inventory management.
- Oversee system validation, operational reporting, stock movement monitoring and inventory exception management.
- Ensure accurate operational records are maintained supporting audit, traceability and governance requirements.
Governance, Compliance & Patient Safety
- Ensure compliance with infection prevention and control requirements across clean and dirty operational flows.
- Support governance relating to high-value stock, implants, loan sets and controlled inventory management.
- Ensure compliance with SOPs, NHS operational standards, Eleanor governance requirements and security procedures.
- Lead operational testing, dummy runs, contingency exercises and service continuity validation activities.
- Support Never Event prevention controls, tray-to-consumable synchronisation and theatre readiness validation processes.
- Ensure operational compliance relating to GS1, RFID, audit readiness and traceability standards.
- Participate in governance meetings, operational reviews and executive reporting activities.
Team Management & Workforce Development
- Manage and support Customer Services Coordinators and associated operational support staff.
- Support recruitment, onboarding, training, competency assessments and workforce development activities.
- Ensure staff compliance with NHS induction, mandatory training, security clearance and operational procedures.
- Promote a culture of operational excellence, accountability, professionalism and patient-focused service delivery.
- Support workforce planning aligned to theatre demand, operational pressures and service expansion requirements.
Stakeholder Engagement & Communication
- Act as a key operational interface between Eleanor Hospital Logistics and Trust stakeholders.
- Liaise professionally with surgeons, theatre teams, procurement, CSSD, transport providers, warehouse operations and clinical support specialists.
- Provide operational updates relating to stock availability, escalations, service interruptions and emergency activity.
- Support operational governance meetings, mobilisation workshops and stakeholder engagement sessions.
- Maintain strong collaborative relationships across the OKC operational model and wider Trust environment.
Person Specification
Essential Experience
- Experience managing customer services, operational support or healthcare logistics functions.
- Experience working within fast-paced operational, NHS or clinical support environments.
- Experience managing escalations, incident handling and operational coordination activities.
- Experience using inventory systems, ticketing platforms, IMS/WMS or operational tracking systems.
- Strong leadership, communication and stakeholder management skills.
- Strong organisational and multitasking capability.
- Ability to manage operational pressures and prioritise urgent activities effectively.
- High attention to detail, governance and operational accuracy.
Desirable Experience
- NHS acute hospital operational experience.
- Experience supporting theatres, CSSD or surgical logistics operations.
- Experience with RFID, GS1 scanning, IMS/WMS or point-of-use systems.
- Knowledge of Datix or clinical governance processes.
- Experience supporting healthcare mobilisation or transformation programmes.
Core Competencies
- Leadership and team management
- Customer focus
- Operational coordination
- Stakeholder engagement
- Escalation management
- Problem solving
- Communication skills
- Resilience under pressure
- Digital systems competency
- Governance and compliance awareness
Operational Interfaces
The role will regularly interface with:
- Theatre Teams
- Surgeons and Clinical Support Specialists
- CSSD Teams
- Warehouse Operations
- Transport & Drivers
- Procurement Teams
- OKC Hub Teams
- Eleanor Customer Services Support Centre (CSSC)
- Infection Control Teams
- Governance & Compliance Leads
- Suppliers and Loan Set Providers
- Trust Operational & Clinical Leadership Teams
Key Performance Indicators (KPIs)
- Ticket response and resolution times
- Theatre readiness support performance
- Stock availability and replenishment support
- RFID and tracking accuracy
- Emergency request turnaround times
- Escalation response compliance
- Customer satisfaction feedback
- Inventory discrepancy resolution
- Communication effectiveness
- SLA compliance
- Operational governance compliance
Additional Requirements
- Ability to work flexibly across operational hours, including weekends, bank holidays and emergency support requirements.
- Participation in NHS site inductions, security clearance and mandatory compliance training.
- Compliance with PPE, infection prevention and security procedures.
- Participation in operational testing, mobilisation activity and continuous improvement programmes.
- Support Eleanor Hospital Logistics’ commitment to patient safety, service resilience, sustainability and operational excellence across the OKC programme.
Pay: £30,000.00-£35,000.00 per year
Benefits:
- Employee mentoring programme
- Free parking
- On-site parking
Work Location: In person
