Service Operations Manager - AJM Choice

AJM Healthcare; Milton Keynes; On-site; GBP 50,000 - 60,000; Full time

Job summary

A leading healthcare services provider in Milton Keynes seeks a Service Operations Manager to lead operational delivery for a direct-to-consumer service. The role includes optimizing customer experience, logistics, and team performance. Candidates should have a strong background in operational management and leadership skills. Competitive benefits and an emphasis on equality in the workplace are provided.

Benefits

25 days annual leave plus bank holidays

Employee Assistance Programme

Company sick pay provision

Car allowance

Performance-related bonus scheme

Qualifications

• Experience in operational management in a service industry.
• Strong leadership skills to guide and motivate teams.
• Ability to manage complex schedules and logistics.

Responsibilities

• Lead day-to-day delivery across Customer Service and Field Advisors.
• Embed processes from referral to fulfillment.
• Manage depot relationships to improve communication and efficiency.

Skills

Leadership

Operational Management

Customer Service

Data Analysis

Job description

Service Operations Manager – AJM Choice (AJM Healthcare)

Company Overview
AJM Healthcare is a leading provider of wheelchair & community equipment services to the NHS and the private sector. With over 35 years of experience, we innovate to increase independence, offer choice and personalise care, while delivering better outcomes. Our team provides a caring, user‑centric, and holistic approach tailored to each individual.

Benefits
• 25 days annual leave plus bank holidays (accruing to 28 days after 5 years continuous service)
• Employee Assistance Programme
• Company sick pay provision with continuous service
• Car allowance
• Performance‑related bonus scheme

What We Are Looking For
We are recruiting an enthusiastic Service Operations Manager to join our AJM Choice team based at our Head Office in Milton Keynes. The SOM will lead and professionalise operational delivery for AJM Choice, the direct‑to‑consumer arm of AJM Healthcare, owning service efficiency, customer experience, and team performance across customer service, field advisors, and logistics. Your role will ensure every referral becomes a well‑managed, clinically led, and commercially sound customer journey and scale a growing, complex operation into a profitable, clinically credible business unit.

Key Responsibilities

• Lead day‑to‑day delivery across Customer Service, Field Advisors, and operational support.
• Embed joined‑up processes from referral to assessment, prescription, order fulfilment and handover.
• Ensure effective scheduling, route planning, and use of depot resources to minimise inefficiency.
• Manage depot relationships directly to improve communication, booking discipline, and stock flow.
• Use data from ELMS and Excel to track conversion, throughput, and turnaround times until CRM integration is completed.
• Build a strong, accountable culture replacing reactive behaviours with proactive ownership.
• Encourage Field Advisors to balance clinical and sales awareness, taking responsibility for diary utilisation and customer engagement.

For an informal discussion about this role, please contact the HR Department. To be considered, please complete our application form found on our website; no stand‑alone CVs will be accepted.

Closing Date: 12th December 2025

This position is working in a regulated environment and will therefore be subject to an enhanced DBS disclosure check. Cost will be covered by the company.

AJM Healthcare is an equal opportunities employer committed to equality in the workplace and does not discriminate based on race, gender, religion, marital status, age, physical or mental disabilities, or medical condition. AJM generally offers an interview to any applicant who declares they have a disability and meets the minimum criteria for the job as defined by the employer. During high‑volume recruitment times, AJM may limit the overall number of interviews offered to both disabled and non‑disabled people.