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Operations Team Manager - Boots Online Doctor

Boots
  • 🇬🇧 United Kingdom
  • On-site
  • Manager or above
  • 1 day ago
  • Equity
1 day ago
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Job Description

Closing Date: Friday 16th October
Location:Islington, London (Hybrid)
Contract:Permanent 
Recruitment Partner: Frankie McCallister-Lyas


About the role:

As an Operations Team Manager, you will be responsible for leading and developing a team of Operations Assistants who provide customer support and administrative services to our patients.

You will oversee the day-to-day performance of the team, ensuring patients receive a high-quality, responsive and efficient service. You will be responsible for driving team performance, maintaining high standards of customer service and administration, and ensuring that operational processes run smoothly.

Working closely with clinical and wider operational teams, you will act as a key escalation point for complex patient queries and operational issues. You will also play an important role in identifying opportunities to improve processes, increase efficiency and enhance the overall patient experience.

We are looking for a proactive and accountable people leader who can work autonomously, exercise excellent judgement and thrive in a fast-paced, growing and highly regulated healthcare environment.

Key Responsibilities:

●    Provide clear leadership, direction and support to the Operations team, creating a positive, collaborative and high-performing culture.
●    Manage individual and team performance through regular 1:1s, coaching, feedback and performance reviews.
●    Set clear expectations and hold team members accountable for delivering high-quality work and meeting performance standards.
●    Identify training and development needs, supporting onboarding, training and ongoing development across the team.
●    Recognise and develop talent, while managing conduct and performance issues appropriately where required.
●    Role model the behaviours, standards and values expected across Boots.
●    Oversee the day-to-day operation of the team, ensuring patient and administrative processes are delivered efficiently, accurately and within agreed timescales.
●    Monitor workloads and resource requirements, allocating work effectively to meet operational priorities.
●    Provide guidance and support on complex or ad-hoc issues, acting as an escalation point for patient, clinician and operational queries.
●    Ensure the team adheres to relevant policies, procedures, confidentiality, data protection and healthcare standards.
●    Work closely with clinical and non-clinical teams to ensure effective coordination and a seamless patient journey.
●    Own agreed Operations team performance metrics, using data to identify trends, address issues and drive continuous improvement.
●    Monitor the quality, timeliness and efficiency of operational activity, taking action where performance falls below expected standards.
●    Identify root causes of operational issues and implement improvements to increase efficiency, quality and patient experience.
●    Continually review and improve processes, policies and ways of working as the organisation grows.
●    Work collaboratively across the organisation to identify opportunities to improve the end-to-end patient journey and delivery of our synchronous, video-based clinical services.

What experience you’ll need to have:

●    Previous experience managing, supervising or leading a team, ideally within an operational, administrative, customer support or healthcare environment.
●    Experience working in a healthcare, regulated or similarly complex environment, with a strong understanding of confidentiality and data protection.
●    Experience managing team performance through 1:1s, coaching, feedback and development.
●    Strong organisational, problem-solving and decision-making skills, with the ability to prioritise effectively and use sound judgement in a fast-paced environment.
●    Strong communication and interpersonal skills, with the ability to build effective relationships with patients, clinicians and wider teams.
●    A proactive, self-accountable and solutions-focused approach, with a focus on continuous improvement and operational excellence.
●    Strong attention to detail and confidence working with complex systems, processes and performance data.
It would be great if you also have
●    Experience working within healthcare, the NHS or a healthtech organisation.
●    Experience managing a customer support, clinical administration or operations team.
●    Experience managing patient or customer queries, complaints and escalations.
●    Experience using KPIs and performance data to drive improvements.
●    Experience implementing process improvements or managing change.
●    Experience working closely with clinical teams and using clinical or healthcare technology systems.

Rewards designed for you:

●    Boots Retirement Savings Plan
●    Discretionary annual bonus
●    Generous employee discounts
●    Enhanced maternity/paternity/adoption leave pay and gift card for anyone expecting or adopting a child
●    Flexible benefits scheme including option to buy additional holiday, discounted gym membership, life assurance, activity passes and much more.
●    Access to free, 24/7 counselling and support through TELUS Health, our Employee Assistance Programme.
There's lots more in our benefits and discounts, MyBoosts - there to give you that little lift in your everyday. Find out more at boots.jobs/rewards. Exclusions may apply (eligible roles only)

What’s next:
 
If your application is successful, our in-house recruitment team will be in touch to arrange an interview and to answer any initial questions you have. If you have not been successful on this occasion, you’ll be notified by email.  

Where a role is advertised as full-time, we are open to discussing part-time and job share options during the application process. If you require additional support as part of the application and interview process, we are happy to provide reasonable adjustments to help you to be at your best.

This role requires the successful candidate to complete a Pre-employment check after receiving an offer. Depending on your location you will be asked to submit either a DBS (Disclosure & Barring Service), PVG (Protection of Vulnerable groups) or an Access NI Check.

Boots is a Ban the Box employer and will consider the suitability of applicants with criminal convictions on a case-by-case basis.

We hope to hear from you soon.
Be Brilliant With Boots
 
  • Level: Level 6
  • Business area: Support Office
  • Function: Healthcare - Support Office
  • Keywords: OPERATIONS, TEAM, LEADER, MANAGER, ONLINE, DOCTOR
  • Hours per week: 40
  • Latitude,longitude 1: 51.53591598629902, -0.10516631534551865
  • Office use only: No
  • Airport: No
  • No7 Careers: No
  • Company: Non Stores
  • Division: 16 - United Kingdom
  • Should this vacancy be excluded from being posted onto the Boots.jobs career site?: No
  • Area: 167 - City and East End
  • Job Code: FIO Team Leader
  • Store: Islington (Boots Online Doctor)
  • Req Posted Date: 09-Oct-2026

Operations Team Manager - Boots Online Doctor · Boots

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