Job Overview
Location
Home-Based - GBR
Job Type
Full-time
Category
Operations
Date Posted
May 18, 2026
Full Job Description
📋 Description
- • Lead the Performer List Team and oversee all Patient Service complaints and legal enquiry cases to enhance customer satisfaction and drive continuous improvement.
- • Manage day-to-day operations including team leadership, performance monitoring, compliance with NHS regulations, and handling of complex cases and escalations.
- • Work within Capita Health & Welfare’s Primary Care Support England (PCSE) division, supporting NHS efficiency by reducing administrative burden on healthcare providers.
- • Develop leadership, regulatory expertise, and process improvement skills while contributing to healthcare service transformation and stakeholder engagement.
🎯 Requirements
- • Proven experience in customer service and operations management, preferably within a regulated or NHS-related environment
- • Strong understanding of governance, compliance, and regulatory frameworks
- • Experience managing complex casework, escalations, and sensitive customer interactions
- • Background in complaints management and/or legal case coordination is highly desirable
- • Knowledge of performance management, SLAs, quality assurance frameworks, and continuous improvement methodologies
🏖️ Benefits
- • Competitive basic salary up to £50,000 depending on experience
- • 23 days’ holiday (rising to 27) with option to buy additional leave
- • Paid volunteer day to support charity partners or personal causes
- • Auto-enrolment pension, life assurance, cycle2work scheme, and generous parental leave (15 weeks fully paid maternity/adoption/shared parental, 2 weeks paternity)
- • Access to voluntary benefits including retail, health & wellbeing, travel, and technology discounts
- • Access to Employee Network Groups promoting diversity, inclusion, and peer connection
Skills & Technologies
About Capita plc
Capita plc is a UK-based business process outsourcing and professional services company. It provides customer management, administration, and consulting services to central and local government, defence, education, transport, and private-sector clients. Capita operates in technology, people, and business process solutions, handling functions such as customer service, HR, finance, and digital transformation. The company manages large-scale contracts, including health assessments, learning services, and emergency response systems. Founded in 1984 and headquartered in London, Capita employs tens of thousands across the UK and internationally, delivering managed services and technology-enabled solutions to improve operational efficiency and public service outcomes.
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