Operations Associate (CX)

Healios

POSITION: Permanent, Full Time (flexible working hours and patterns considered) LOCATION: Home based (must be UK based due to some travel) SALARY: Up to £70,000 plus competitive benefits   United by our vision. Leading with empathy. Pioneers in curiosity. Healios exists to bring exceptional healthcare to anyone, anytime, anywhere.  By digitising entire clinical pathways, we enable children, adults and their family members to receive and seamlessly transition between clinical services from the comfort of their home.  Innovation is at the heart of what we do as we strive to be the leading provider of neurodevelopmental and associated mental health services.  You can find out more about us by clicking here! Healios is all about helping families feel better and that includes our own families too, which is why we embrace diversity in all its forms and offer unparalleled flexibility for our employees. For more information on what it’s like to be a Healios employee, and our hiring processes, take a look at our Notion page.  “Great minds don’t think alike”  From our talented tech teams to our standout clinical expertise, we’re bringing great minds together to build more accessible services.     THE OPPORTUNITY The Associate Network Service Manager plays a critical leadership role, overseeing the operational delivery within our Associate Network with commercial, contractual, and clinical expectations. Reporting to the Head of Assessment Services,  this role ensures that our team of Network Associates are both operationally and clinically compliant, ensuring capacity aligns with demand, waitlists are actively managed, and service structures are fit for purpose.  This role will line manage and clinically supervise the employed Associate Clinical Leads (currently 4 but this will grow as the network grows), and have the overarching responsibility for the smooth day to day running of the Network teams. This role requires a strategic, commercially-minded leader who can balance business priorities with the need for high-quality clinical care.   KEY RESPONSIBILITIES SERVICE DELIVERY LEADERSHIP & DELIVERY * Lead the delivery of Associate Network services, ensuring smooth, efficient, and reliable day-to-day functioning. * Continuously improve and optimise Associate onboarding and the Associate nurture journey * Work alongside the Head of Assessment Services and the Chief Operations Officer to assess capacity needs and then work with your team of Associate Clinical Leads to ensure there is appropriate capacity amongst our Network Associates. * Own day-to-day operations of the Associate team across all service lines (ASD, ADHD, ITS etc.) * Work force planning of the team's availability to ensure there is always appropriate capacity to support the Associate Network. * Oversee performance against internal and externals SOPs AND SLAs, escalating risks promptly where targets are at risk. * Taking the lead on ensuring that any Company communications are shared (as appropriate) to the Associate Network to ensure that relevant information or changes, pertinent to the clinical work they undertake, is clearly understood. * Analyse data trends to identify gaps, risks, and optimisation opportunities. * Ensure client-facing teams are supported with the right structures and information (eg contract information).  This includes ensuring all Associates are aware and communicated with about any changes within the organisation despite any gaps in availability being offered. * Support the AN Clinical Leads with complex clinical matters, including complaints and operational and clinical matters arising  DATA, INSIGHT & PERFORMANCE MANAGEMENT * Translate data insights into actionable recommendations for Associate Clinical Leads, the Head of Assessment Services, and client-facing teams. * Identify inefficiencies, risks, and opportunities for improvement, ensuring resources are deployed effectively and unwarranted variation is reduced.  Ensuring all SOP’s and processes are followed with regards to offboarding any Associates who are not performing at the required standards or who are not offering the appropriate availability for sessions. * Provide regular reporting to internal stakeholders, enabling transparency and informed decision-making. STRATEGIC & COMMERCIAL ALIGNMENT * Work closely with Client Operations and Head of Assessment Services to forecast, plan, and implement service delivery changes for the Associate Network. * Be the subject matter expert on competitors networks, including fees, benefits, pathways and processes   * Be direct and proactive about business needs and constraints — challenge where necessary.  Ensuring that operational processes directly support the business needs, whilst maintaining clinical quality and safeguarding.  * Utilise assessment outcome data to identify trends and inform service development. Ensure insights from assessment services contribute to organisational learning and future planning. COLLABORATION & ESCALATION * Act as the escalation point for operational issues raised by Associate Clinical Leads, ensuring swift resolution. * Work in close partnership with Associate Clinical Leads and the Head of Assessment Services to align operational needs are met. * Build strong working relationships with Governance, Risk & Safeguarding, Clinical Leads, People, and L&D teams to ensure seamless support structures. TEAM MANAGEMENT & STRUCTURE PLANNING * Communicate in an articulate, clear, concise and appropriate way ensuring the tone, method and audience of any communications is appropriate. * Support onboarding of new team members through planning and coordination with People and L&D teams. * Line management responsibility of the Associate Clinical Leads, including all 121’s, absence management and any required employee relations being dealt with timely and proactively. * Guide team members to align to the Company’s collective direction and offer actionable feedback with the positive intent of helping others to achieve more. * Ensure all direct reports are clear on their objectives and goals and provide regular feedback and support to ensure Company objectives are met. * Ensure governance and safeguarding needs are supported by the right structures and capacity.    To be successful in this role, below is what we would need from you: * A Clinical qualification and registration is a requirement in this role (such as Occupational Therapy, Social Work, Nursing, Speech and Language Therapy or Psychology (Counselling, Clinical or Forensic) * Previous experience working in independent healthcare provider * Experience of working within a neurodevelopmental service and an understanding of diagnostic pathways. * Commercial acumen - Understands revenue, cost, and SLA implications. Speaks the language of contracts, capacity, and delivery. * Assertive communication - Confident in holding people to account and clearly stating business needs without diluting the message. * Data driven - Uses data to drive actions and conversations with Associate Clinical Leads, regularly auditing KPIs and trends. * Collaborative Leadership - Works cross-functionally while maintaining strong team alignment. Trusted by both clinical and operations. * Strategic Thinker - Balances short-term service needs with longer-term structural goals. Knows when to escalate, restructure, or pivot. * Project management experience desirable * Demonstrable experience in management at a senior level * Flexibility to support our mission of bringing healthcare to anyone, anytime, anywhere * A commitment to ethical practice and adherence to the highest standards of safeguarding of adults/children * A professional home working environment * Wifi connection. Minimum of 2 mbps up and download speed.   WHAT WE WILL PROVIDE FOR YOU * 33 days holiday (including Bank Holidays) * Paid Christmas closure (between Christmas and New Year) * Birthday Leave - paid day off on your birthday * "Life Leave" - 2 days of extra leave to take when things you can't plan for happen * Enhanced family friendly policies including a phased return to work and receive full pay * Paid company sick pay scheme * Contributory Pension Scheme (6% matched) * Employee Discount to access a private assessment (for ADHD, Autism or a combined assessment) through our Melios service for your child * Fully personalised flexible benefits package including; Health Cash Plan, Life Assurance, EAP Service, Will Writing, Critical Illness Cover, employee discount and savings portal, Cycle to Work Scheme, Tech Scheme and Wine Club! * Work from anywhere policy * Access to NHS and Perks at Work discounts, including the Blue Light Card * Free access to co-working spaces * CPD/Growth day per year, plus personal development allowance to invest in your growth Bespoke Healios Training and on demand learning including schedule of monthly CPD for clinicians   ACCOMMODATIONS We’re glad to accommodate candidates who need adjustments throughout the hiring process and we're always learning about different accessibility needs to ensure our hiring process is accessible for all candidates. We encourage you to be open about the adjustments you need so we can adapt our interview process. You can read more about Healios being an Inclusive Employer on our Notion page Healios is a Disability Confident Committed Employer and  we are committed to inclusivity and equality for people with different needs in the workplace.     DIVERSITY AND INCLUSION “Do the right thing” is one of our core Healios values. And building a diverse and inclusive workplace where everyone feels supported is absolutely the right thing to do. Whether we’re developing a new service line or enhancing one of our products, we need people with different skills, backgrounds, identities and perspectives to ensure our innovations will work for the children and young people we are here to serve. By embracing diversity, we can deliver better care experiences and outcomes, while tackling the inequalities in healthcare provision that exist today.   SAFER RECRUITMENT & PRE- EMPLOYMENT CHECKS  Healios ensures that supporting people to be safe is at the heart of our work and a key priority across all areas of the organisation, We will do our absolute best to keep the people that we support, safe from harm. This starts with our recruitment processes. As part of our pre-employment checks, all employees of Healios will be asked to have a Disclosure and Barring Service (DBS) check. Dependent on your role within the business, this will either be an Enhanced or Basic. A Protecting Vulnerable Groups (PVG) check will be required. You will also be asked to provide two professional references as a minimum.

Elastic

Elastic, the Search AI Company, enables everyone to find the answers they need in real time, using all their data, at scale — unleashing the potential of businesses and people. The Elastic Search AI Platform, used by more than 50% of the Fortune 500, brings together the precision of search and the intelligence of AI to enable everyone to accelerate the results that matter. By taking advantage of all structured and unstructured data — securing and protecting private information more effectively — Elastic’s complete, cloud-based solutions for search, security, and observability help organizations deliver on the promise of AI. Elastic is looking for a Public Sector Partner Manager to build and grow a high-performing ecosystem of Global System Integrators (GSIs) and Influence Partners (IPs) across the UK Public Sector. You will develop strategic partnerships that help government organisations overcome fragmented data, strengthen cyber resilience, modernise operations, and build trusted foundations for AI adoption. Working across Central Government, Defence, Healthcare, Public Safety, Education, and Critical National Infrastructure, you will enable partners to deliver measurable customer outcomes while driving sustainable growth for both Elastic and our ecosystem. Success is measured by the strength of the partner community you build, the capabilities you develop, the customer outcomes you enable, and the long-term value you create. WHAT YOU'LL DO * Build and grow strategic GSI and IP partnerships across UK Public Sector. * Create executive relationships that drive joint growth and customer success. * Develop partner capabilities through enablement, certifications, and solution development. * Lead joint go-to-market initiatives with Sales, Solutions Architecture, Services, Marketing, and Customer Success. * Drive partner-sourced and partner-influenced pipeline through strategic account planning and pursuit engagement. * Foster a culture of collaboration, reuse, and innovation across the ecosystem. * Help partners deliver solutions across Cyber Resilience, Security Operations, Observability, Operational Intelligence, Search, and AI. WHAT WE'RE LOOKING FOR * Proven experience building and growing strategic technology partnerships. * Strong understanding of UK Public Sector and associated procurement frameworks. * Experience working with GSIs, IPs, consultancies, and technology ecosystems. * A customer-first mindset with a passion for solving complex challenges. * Strong executive presence and the ability to influence across multiple stakeholders. * Strategic thinker with a bias for execution and measurable outcomes. SUCCESS LOOKS LIKE * Trusted relationships with priority partners and key executives. * Increased partner capability, certifications, and delivery capacity. * Repeatable co-sell and co-delivery motions across Public Sector. * Meaningful partner-generated pipeline and revenue growth. * Strong customer outcomes that reinforce Elastic's reputation as a trusted Public Sector platform. If you're passionate about building ecosystems, creating customer impact, and helping shape the future of UK Public Sector technology, we'd love to hear from you. ADDITIONAL INFORMATION - WE TAKE CARE OF OUR PEOPLE As a distributed company, diversity drives our identity. Whether you’re looking to launch a new career or grow an existing one, Elastic is the type of company where you can balance great work with great life. Your age is only a number. It doesn’t matter if you’re just out of college or your children are; we need you for what you can do. We strive to have parity of benefits across regions and while regulations differ from place to place, we believe taking care of our people is the right thing to do. * Competitive pay based on the work you do here and not your previous salary * Health coverage for you and your family in many locations * Ability to craft your calendar with flexible locations and schedules for many roles * Generous number of vacation days each year * Increase your impact - We match up to $2000 (or local currency equivalent) for financial donations and service * Up to 40 hours each year to use toward volunteer projects you love * Embracing parenthood with minimum of 16 weeks of parental leave Different people approach problems differently. We need that. Elastic is an equal opportunity employer and is committed to creating an inclusive culture that celebrates different perspectives, experiences, and backgrounds. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, pregnancy, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status, or any other basis protected by federal, state or local law, ordinance or regulation. We welcome individuals with disabilities and strive to create an accessible and inclusive experience for all individuals. To request an accommodation during the application or the recruiting process, please email candidate_accessibility@elastic.co. We will reply to your request within 24 business hours of submission. Applicants have rights under Federal Employment Laws, view posters linked below: Family and Medical Leave Act (FMLA) Poster; Pay Transparency Nondiscrimination Provision Poster; Employee Polygraph Protection Act (EPPA) Poster and Know Your Rights (Poster) Elasticsearch develops and distributes technology and information that is subject to U.S. and other countries’ export controls and licensing requirements for individuals who are located in or are nationals of the following sanctioned countries and regions: Belarus, Cuba, Iran, North Korea, Syria, or Russia, including the Ukrainian territories annexed by Russia (The Crimea region of Ukraine, The Donetsk People's Republic (DNR), The Luhansk People's Republic (LNR), Kherson or Zaporizhzhia). If you are located in or are a national of one of the listed countries or regions, an export license may be required as a condition of your employment in this role. Please note that national origin and/or nationality do not affect eligibility for employment with Elastic. Please see here for our Privacy Statement.

Healios

POSITION: Permanent, Full Time (30 to 37.5 Hours Per Week) LOCATION: Remote but must be based in the UK or Europe  SALARY: £60,000 to £70,000 per year    United by our vision. Leading with empathy. Pioneers in curiosity. Healios exists to bring exceptional healthcare to anyone, anytime, anywhere.  By digitising entire clinical pathways, we enable children, adults and their family members to receive and seamlessly transition between clinical services from the comfort of their home.  Innovation is at the heart of what we do as we strive to be the leading provider of neurodevelopmental and associated mental health services.  You can find out more about us by clicking here! Healios is all about helping families feel better and that includes our own families too, which is why we embrace diversity in all its forms and offer unparalleled flexibility for our employees. For more information on what it’s like to be a Healios employee, and our hiring processes, take a look at our Notion page.  “Great minds don’t think alike”  From our talented tech teams to our standout clinical expertise, we are bringing great minds together to build more accessible services. Our software supports clinicians, young people and families through some of the most important moments of their lives, so it needs to be reliable, secure and built with care.   Our values Our values shape how we build, collaborate and care for everyone we support. We look for people whose own values align with them: * Do the right thing * Act with integrity * Be a great listener * Deliver your best work * Be truly courageous   About the role As a Software Engineer at Healios, you’ll build meaningful, well-crafted software that improves access to mental health and neurodevelopmental care. We work in a focused, remote environment that values small, collaborative teams, clear ownership and the space to do your best work without unnecessary meetings or noise. Your work will contribute to one of our three strategic areas: improving the experience of the clinicians who use our platform, making client operations sustainable as we grow, or giving our partners the confidence to expand their work with us. You’re a full-stack generalist who is growing into ownership. You like to take features end-to-end, you’re comfortable with ambiguity and finding your own answers, and you keep your team informed without being chased. You would rather ship something useful and improve it than wait for the perfect approach. You’ll work closely with engineers, analysts and tech associates to shape, build and ship features that are simple, scalable and useful. Specialisms Some engineers hold a specialism based on team needs, usually around 20% of their time. It is a chance to grow domain knowledge and take on a key responsibility. Options include infrastructure (shared tooling, environments and deployment), data insights, front-end and the design system, or engineering response. Our stack We build primarily in Ruby on Rails, but we hire for the engineer rather than the framework. Strong full-stack fundamentals matter more to us than years on any one tool. * The app: Ruby on Rails modular monolith, ViewComponents, Turbo * Testing: RSpec * Database: PostgreSQL * Hosting and infrastructure: AWS, Kubernetes, Docker * Background jobs: Sidekiq * CI/CD: GitHub Actions * Monitoring: Grafana, Sentry If you don’t meet every point below, please apply anyway. We are more interested in how you think and learn than in a perfect checklist, and we would be glad to consider your application. Need to have * Around 3+ years, or equivalent demonstrable experience, building and maintaining web applications with Ruby on Rails or a similar full-stack framework * Confidence taking features end-to-end, from shaping through to production and beyond * Comfort with ambiguity, and a habit of seeking out your own answers while holding opinions loosely * Strong, thoughtful written communication and a preference for working asynchronously in a remote team * A solid grasp of testing, modular and maintainable design, and basic web security * A product mindset and a preference for simple, durable solutions over short-term cleverness * A commitment to safeguarding and high ethical standards Desirable * Experience with our stack, especially Ruby on Rails, Hotwire, Turbo and ViewComponents * DevOps-adjacent experience across AWS, Docker, Kubernetes, CI/CD (GitHub Actions) and observability (Grafana, Sentry) * Interest in holding a specialism (infrastructure, data insights, front-end and design system, or engineering response) * Curiosity about AI as a tool for better work, including prototyping, exploration and raising quality, not only speed * Experience in healthcare, mental health or other regulated environments, though this is not required What you’ll do * Deliver features end-to-end, with clarity and appropriate test coverage * Take responsibility for small features or technical slices, managing your time and raising ambiguity early * Write maintainable, well-documented code, and refactor with care * Contribute to shaping work, offering input on feasibility, scope and approach before a line is written * Collaborate across disciplines, anticipating how your work connects to the wider system * Share knowledge through reviews, pairing and writing, helping the people around you grow * Support security, reliability and clinical-safety good practice, working with InfoSec and the Clinical Safety Officer where needed   A note on your application We use AI at Healios and we’re glad you might too. But please apply as you: we read every application, and a personal one, written in your own words and about your own experience, will stand out more than something clearly generated against this advert. Tell us who you are and why Healios, because that is what we are looking for. How to apply Apply through the link on this page with your CV and a short note about why this role and Healios appeal to you. A formal cover letter is not needed. What to expect: an initial conversation with someone from the team, a practical stage that reflects the kind of work you would actually do rather than abstract puzzles, and a final conversation with the people you would be working alongside. We aim to keep this to 2 stages over around 2 weeks, and we will let you know where you stand at each step. A real person reads every application. What’s in it for you  * 33 days holiday (including Bank Holidays) * Paid Christmas closure (between Christmas and New Year) * Birthday Leave - paid day off on your birthday * "Life Leave" - 2 days of extra leave to take when things you can't plan for happen * Enhanced family friendly policies including a phased return to work and receive full pay * Paid company sick pay scheme * Contributory Pension Scheme (6% matched) * Employee Discount to access a private assessment (for ADHD, Autism or a combined assessment) through our Melios service for your child * Fully personalised flexible benefits package including; Health Cash Plan, Life Assurance, EAP Service, Will Writing, Critical Illness Cover, employee discount and savings portal, Cycle to Work Scheme, Tech Scheme and Wine Club! * Work from anywhere policy * Access to NHS and Perks at Work discounts, including the Blue Light Card * Free access to co-working spaces * CPD/Growth day per year, plus personal development allowance to invest in your growth * Bespoke Healios Training and on demand learning including schedule of monthly CPD for clinicians   ACCOMMODATIONS We’re glad to accommodate candidates who need adjustments throughout the hiring process and we're always learning about different accessibility needs to ensure our hiring process is accessible for all candidates. We encourage you to be open about the adjustments you need so we can adapt our interview process. You can read more about Healios being an Inclusive Employer on our Notion page Healios is a Disability Confident Committed Employer and we are committed to inclusivity and equality for people with different needs in the workplace.   DIVERSITY AND INCLUSION “Do the right thing” is one of our core Healios values. And building a diverse and inclusive workplace where everyone feels supported is absolutely the right thing to do. Whether we’re developing a new service line or enhancing one of our products, we need people with different skills, backgrounds, identities and perspectives to ensure our innovations will work for the children and young people we are here to serve. By embracing diversity, we can deliver better care experiences and outcomes, while tackling the inequalities in healthcare provision that exist today.   SAFER RECRUITMENT & PRE- EMPLOYMENT CHECKS  Healios ensures that supporting people to be safe is at the heart of our work and a key priority across all areas of the organisation, We will do our absolute best to keep the people that we support, safe from harm. This starts with our recruitment processes. As part of our pre-employment checks, all employees of Healios will be asked to have a Disclosure and Barring Service (DBS) check. Dependent on your role within the business, this will either be an Enhanced or Basic. A Protecting Vulnerable Groups (PVG) check will be required. You will also be asked to provide two professional references as a minimum.