Assistant Director, Customer Service Operations  

Location: Manchester

Salary: £130,000-£140,000

We are the independent regulator for doctors, physician associates (PAs) and anaesthesia associates (AAs) in the UK. We work with these professions, as well as with patients and other stakeholders, to support good, safe, compassionate patient care across the four countries of the UK. Our vision is to be an effective, relevant and compassionate regulator, which supports the delivery of safe, high-quality patient care. As health services in the UK continue to face intense pressure, regulation has a pivotal role to play in protecting patients and promoting the wellbeing of the workforce. We have set ambitious commitments to address inequality, embrace diversity, and support inclusion within healthcare, both as a regulator and an employer. Championing this work is a key element of this role and you will play a vital part in shaping our organisation and our impact on healthcare in the years ahead.

This is a new and important senior leadership position, coming at an exciting and challenging time of change for us. Reporting to our Director of Registration and Revalidation, you will be part of the Directorate Leadership team, actively contributing to the Directorate’s and the organisation’s wider operational and strategic success. You will be responsible for the successful delivery of range of functions within the Directorate - the GMC Contact Centre, Registration Services, Registration Complaints and Correspondence, Change Knowledge Management and the Appeals teams. You will lead teams comprising around 115 staff based in the Manchester office with a hybrid working pattern and periods of time working from home, making this a role suited for someone looking to step up to an important leadership role in the world of regulation.

Candidates must demonstrate a proven track record of operating effectively in a complex environment with senior leadership experience in customer services and stakeholder engagement, gained within public services, healthcare or a regulatory environment. With a background in delivering significant and high-profile change programmes and managing business process, such as operational plans, budgets and corporate risk management systems, you will have led, inspired and developed high performing, multidisciplinary teams, encouraging collaboration and empowerment.  

An exceptional strategic thinker, with strong and inclusive leadership skills, you will bring the ability to understand the complex legislative framework in which we work across the four countries of the UK and to make a major contribution to a national regulator. You will demonstrate outstanding interpersonal and influencing skills, be politically astute, with excellent relationship-building and communication skills and the clear ability to role model positive behaviours and challenge negative behaviours in line with the GMC’s values.

Our organisation is built on fairness and trust – the trust of patients and the medical profession. Underpinned by our core values of Excellence, Fairness, Transparency, Collaboration and Integrity, we provide an inclusive working environment where everyone is valued and we welcome new perspectives and ideas that you may bring. We have placed equality, diversity and inclusion at the heart of our corporate strategy, both as a regulator of an increasingly diverse range of registrants and as an employer.

We particularly encourage and welcome applications to this role from women, black and minority ethnic candidates and disabled applicants as part of our commitment to address under-representation in our senior leadership.

You will benefit from being part of an organisation that is genuinely committed to its people with several excellent benefits including 30 days holidays per year, a defined contribution pension scheme with a generous employer contribution of 15%, and hybrid and flexible working.