Operational Support Administrator

Description:

Job title: Operational Support Administrator

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