Operational Manager – UK Registration and Contact Centre

Posted date: 01 July 2024
Compensation: £55,000 - £69,000 per annum
Employment type: New Permanent Position
Department: Registration

Job description

We are recruiting for an experienced senior manager to join our Registration Team and lead the UK Registration and Contact Centre team. The Operational Manager – UK Registration & Contact Centre role is one of three new Operational Manager positions within the Registration Department.

This manager, along with two counterparts and the Head of Registration, will provide senior leadership, strategic direction, and support to several teams within the department.  This is an exciting opportunity for an individual to lead the delivery of excellent registration services which is an important part of how we protect the public.


Purpose and Main Duties

This role provides senior leadership and is accountable for the overall performance of teams delivering high-quality, consistent, and efficient services to UK graduates applying to join the Health and Care Professions Council (HCPC) Register. It also ensures that all registrants have an accessible and seamless experience when renewing their registration. The successful candidate will lead the associated Continuing Professional Development (CPD) audit processes for registrants selected to provide evidence of their CPD.

Additionally, this position offers the opportunity to lead and shape the newly formed Contact Centre, exploring the use of technology to ensure HCPC continues to deliver excellent customer service.


Candidate Requirements

The successful candidate will be able to demonstrate the following:

  • Leadership Experience: Experience of leading, developing and supporting managers in a customer orientated / contact centre environment to deliver exceptional customer service whilst also actively encouraging and driving service improvements, harnessing the opportunities technology has to offer.
  • Change Management: The ability to lead significant change projects in a service orientated environment and ensure benefits are realised.
  • Regulatory Compliance: As a statutory health regulator, it is vital that we fulfil the requirements of our governing legislation, and applicants will need to demonstrate a good understanding of effectively implementing and managing processes to ensure appropriate decisions are being made.
  • Data-Driven Decision Making: The ability to use data to drive decisions, forecast operational

About the Department:

We maintain the Register of over 330,000 health and care professionals across the United Kingdom. The Registration Department provides services relating to people joining the HCPC Register and maintaining their registration with the HCPC. Without HCPC registration an individual cannot lawfully work in the UK in one of the 15 professions we regulate.


The Registration Department includes six areas: UK Registration, International Registration, Renewal and Continuing Professional Development (CPD) Team, Contact Centre, Quality Assurance & Training and Registration Appeals.


Alongside our excellent employee benefits, we are committed to your ongoing learning and development to build your skills, experience, and career.


Closing Date: 18 July 2024 (All vacancies will close at 1pm)

Interview Date: 29 and 30 July 2024


Application Information

To apply for this opportunity, please submit a cover letter along with a copy of your CV.


Further information on this role is detailed in the Job Description and Person Specification.


HCPC’s vision is to be recognised as an actively anti-discriminatory organisation that upholds and promotes best practice in equality, diversity and inclusion and an active ally for change. We are a Disability Confident employer and aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join the HCPC. We will make reasonable adjustments and adaptations to ensure the recruitment process is inclusive and barrier-free and will offer an interview to disabled candidates who meet the minimum criteria for the role. If you would like to have a confidential discussion on how we can support you, please contact recruitment@hcpc-uk.org.


Our values underpin what we do and how we do it, to help us operate to high standards and effectively as a regulator and employer. In addition to the core competencies for this role, we will also assess you against our values during the selection process: Please refer to the HCPC Values and Behavioural Framework.