Operations Support Advisor

Who are we?

Newmedica are one of the leading providers of NHS ophthalmology services in England, providing outpatients appointments, diagnostic testing and eye surgery.  We aim to change lives through better sight and eye health.   

We care for thousands of NHS and private patients a year in our specialist eye clinics across the country.

We are thrilled to say that following an independently conducted survey of Newmedica colleagues to tell us what it’s like to work here, we have been certified as a Great Place to Work for the third year running. The feedback has directly contributed to Newmedica being listed among the UK’s top 50 Best Workplaces™ for 2025.   

We currently have an opportunity for an Operations Support Advisor to join our central operations team. This is a full-time role, working 37.5 hours per week. The team provide support between the hours of 07.30 and 18:00 so hours will be worked between these times. There is also a requirement to work on a Saturday and be on call on Sunday, 1 weekend in 5.  This is a hybrid role, working from home 3 days per week and from our London or Nottingham office 2 days per week.

Overview of the role  

The Operations Support Advisor is a key role, ensuring that colleagues working in our services receive the necessary operational support needed to deliver exceptional service and care to our patients.

You will the first point of contact from all enquiries from our clinical sites. The role manages system-based enquiries, phone calls and emails with the aim of a "fix on first call" resolution. As such we're looking for someone who is confident using a variety of systems such as our patient management and stock management systems.   

You will take ownership for the cases you work on and deliver high resolution rates whilst maintaining an exceptional standard of customer care.  

Treating the services as customers, you will ensure that they receive a high-quality service at all times. In this position, you can make a real contribution to the on-going performance of the services within Newmedica by delivering high resolution rates and an exceptional standard of customer care. 

So what will I be doing?

Answering and logging incoming calls and emails from services, escalating requests to the appropriate person or 3rd party supplier when required

Proactively monitoring your personal resolution and response KPIs to ensure you are operating within expected standards

Engaging in project work as needed and becoming a subject matter expert on the core PAS/EMR and stock management systems

Building our systems knowledge level by contributing to our knowledge base through process mapping and how to guides

Training new staff in the use of core systems, providing systems training for services and support office staff when necessary

Setting up and configurating the PAS/EMR application for new locations/appointment types/ letters etc. as and when required

What experience do I need?

Proven customer service skills and a passion for customer care

An eye for detail and accuracy

Experience working with a variety of systems

Excellent verbal and written communication skills

Strong planning and organising skills

Excellent administration and data management skills

Problem solving skills

Excellent interpersonal and client relationship skills including the ability to relate effectively with a diverse range of staff and clients

What can we offer you? 

A salary of up to £28,000 depending on experience

Up to 12% company bonus based on company performance and personal objectives

25 days annual leave plus bank holidays and 1 day birthday leave

Profit share scheme

Company pension scheme

Access to a range of benefits including free eye tests, discounted or free glasses, private medical insurance, private dental care, health care scheme, death in service, an opportunity to sign up to a tax-free cycle to work and a retail discount platform 

A free 24/7 well-being/counselling service

An environment where your learning and development is supported

Our employment offers are subject to receipt of satisfactory pre-employment checks. Applicants must have the right to work in the UK and a Disclosure and Barring Service check will be necessary in the event of a successful application which we will pay for.  

At Newmedica, we actively promote diversity and equal opportunities, and we are committed to this in both the running of our services and how we recruit our staff. We actively encourage applications from everyone with the essential requirements of the job, regardless of any protected characteristics.  

Newmedica is fully committed to safeguarding the welfare of all people, irrespective of gender, age, disability, sexual orientation, race, language, religion, ethnic or social origin.