Location: Tewkesbury & Worcester (Hybrid)
Salary: £26,500 per annum
Working Hours: Mon-Fri 9am-5.30pm - 37.5 hours per week
Status: Full-time - Permanent
HCML is the UK’s leading provider of rehabilitation, case management, occupational health, and workplace wellbeing services. We’re are proud to be recognised as a 2025 UK’s Best Workplace for Wellbeing and for Best Workplaces in Healthcare™ 2026, reflecting our commitment to supporting the growth, development, and wellbeing.
We are seeking a proactive Operational Support Administrator to join a high-performing, established team. In this role, you will drive efficiency across our business support functions while delivering excellence in customer service.
Purpose of Role:
To deliver high quality support to the business including customer focused support and working closely with all areas of the company, whilst striving to deliver a streamlined service. The role of an Operational Support team member is varied and flexible, with a wide range of duties to be covered within the scope of the role.
Key Responsibilities:
Manage client reimbursements in accordance with relevant scheme rules and benefits
Screen client ‘On boarding questionnaires’ in accordance with guidelines
Support with new system testing, roll out of new procedures and develop new ways of working
Arrange client appointment bookings
Handle incoming and outgoing calls and signpost efficiently
Provide front line support to customers, troubleshooting for technical issues they may be facing with use of our bespoke portals
Chase clinical information in a timely and professional manner
Process Data Subject Access Requests and escalations in accordance with the ICO guidelines
Collate and present customer feedback and Net Promoter scores to management
Implement weekly and monthly client membership amendments
Conduct weekly patient facing reception duties and co-ordinate of our FRS clinic based in Barbourne - Worcester
Process incoming communications (Post and emails) and action as required
Manage office supplies and maintenance as required
Ad hoc document formatting in line with company branding and quality management standards (Microsoft Word, Excel, PowerPoint, Visio, Adobe Acrobat)
Greet visitors in an efficient and friendly manner to include preparation of refreshments for meetings
Previous use of CRM, SharePoint, Outlook, Teams, Business Central, Rio, Mitel packages would be advantageous
Complete tasks requested to be completed required by management
Demonstrate a professional and respectful approach during all interactions
Person Specification:
Experience
Previous experience in a Administration, Business Support or Customer service role
Skills & Knowledge
Proficient in Microsoft Office software including Excel, Word, Outlook, and PowerPoint, with the ability to add creative flair to presentations
Familiar with, and able to keep up to date with, the requirements of the Data Protection Act
Excellent telephone manner
Excellent interpersonal communication skills
Ability to follow procedures, adhere to policies, and apply these to the scope of work
Ability to demonstrate a high level of accuracy with good attention to detail
Ability to work to tight deadlines
Attributes
Comfortable working either on your own initiative or as part of a team
Comfortable in challenging aspects of the role where there may be room for improvement/more efficient ways of working
Confident, precise, and helpful when dealing with customer complaints
Flexible, resourceful, and willing to “go the extra mile” in the execution of the role
Qualifications and Training
5 GCSEs – A*-C (or equivalent)
Company Benefits:
Medicash Health Cash Plan: Which includes ability to claim back dental, optical, and chiropody costs. Plus, add your dependent children for free! + 24/7 Digital Health: Round-the-clock access to a virtual GP helpline and an Employee Assistance Programme (EAP) + Mental Health Support: Up to 8 fully funded face-to-face counselling or CBT sessions
Pension Scheme & Pension Salary Sacrifice
Peace of Mind: Rest easy knowing your loved ones are protected with a Death in Service benefit equal to 4x your base salary
Payroll Giving: Support the causes you love directly from your gross pay
Annual Leave: 25 days + BH, plus Birthday Leave to celebrate your special day
Flexibility: Option to buy or sell up to 3 days of holiday each year
Giving Back: Up to 2 fully paid Volunteering/Community days per year
Family First: Enhanced, generous Maternity and Paternity policies, alongside comprehensive Company Sick Pay
Professional Development: We fund professional subscriptions and registrations post-probation, alongside internal promotion and secondment opportunities
Rewarding Excellence: Annual pay reviews, discretionary bonus schemes, and regular staff awards to celebrate your hard work plus a regular events and activities throughout the year
Equal Opportunities Statement:
HCML is committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships
Salary description
£26500.00 - £26500.00 per year