<div class="earcuposdescription"><div class="earcuposdescriptionnote"><p><span style="font-size: 10pt; font-family: 'open sans', sans-serif;"><strong>Location:</strong> Hybrid (2 days in London office, occasional travelling to our Nuneaton Hub or other H&amp;B locations)</span><br><span style="font-size: 10pt; font-family: 'open sans', sans-serif;"><strong>Reporting to:</strong> H&amp;B&amp;Me Commercial Director</span></p><p><span style="font-size: 10pt;"><strong><span style="font-family: 'open sans', sans-serif;">This is a Fixed Term Contract for 12 months (maternity cover).</span></strong></span></p><h4><span style="font-size: 10pt; font-family: 'open sans', sans-serif;"><strong>About the Role</strong></span></h4><p><span style="font-size: 10pt; font-family: 'open sans', sans-serif;">Are you passionate about health and wellness and eager to lead operations in a dynamic, customer-focused environment? We're looking for an <strong>Operations Lead</strong> to oversee the day-to-day running of <strong>H&amp;B&amp;Me</strong>, our innovative health and wellness platform. You'll play a pivotal role in delivering exceptional customer experiences, managing service providers, and scaling new tests and services for B2C and B2B users. This is an exciting opportunity to make a tangible impact while working in a fast-paced, collaborative team.</span></p><h4><span style="font-size: 10pt; font-family: 'open sans', sans-serif;"><strong>Key Responsibilities</strong></span></h4><ul><li style="font-size: 10pt; font-family: 'open sans', sans-serif;"><span style="font-size: 10pt; font-family: 'open sans', sans-serif;">Lead <strong>customer care</strong> operations, ensuring quick resolutions and high satisfaction.</span></li><li style="font-size: 10pt; font-family: 'open sans', sans-serif;"><span style="font-size: 10pt; font-family: 'open sans', sans-serif;">Oversee <strong>testing services</strong> and partner with labs to ensure smooth delivery and compliance.</span></li><li style="font-size: 10pt; font-family: 'open sans', sans-serif;"><span style="font-size: 10pt; font-family: 'open sans', sans-serif;">Develop and optimize <strong>customer support tools, FAQs, and training materials</strong> to enhance customer experience.</span></li><li style="font-size: 10pt; font-family: 'open sans', sans-serif;"><span style="font-size: 10pt; font-family: 'open sans', sans-serif;">Collaborate cross-functionally with teams (Science, Legal, Marketing, etc.) to ensure seamless execution of services.</span></li><li style="font-size: 10pt; font-family: 'open sans', sans-serif;"><span style="font-size: 10pt; font-family: 'open sans', sans-serif;">Manage the rollout of <strong>new services</strong> and support B2B customer pathways, logistics, and training.</span></li><li style="font-size: 10pt; font-family: 'open sans', sans-serif;"><span style="font-size: 10pt; font-family: 'open sans', sans-serif;">Drive continuous improvement in operational efficiency, SLAs, and service delivery.</span></li><li style="font-size: 10pt; font-family: 'open sans', sans-serif;"><span style="font-size: 10pt; font-family: 'open sans', sans-serif;">Lead and develop a high-performing team, including managing the Senior Operations Manager.</span></li></ul><h4><span style="font-size: 10pt; font-family: 'open sans', sans-serif;"><strong>About You</strong></span></h4><ul><li style="font-size: 10pt; font-family: 'open sans', sans-serif;"><span style="font-size: 10pt; font-family: 'open sans', sans-serif;"><strong>Solid experience</strong> in operations within health tech, customer care, or service delivery.</span></li><li style="font-size: 10pt; font-family: 'open sans', sans-serif;"><span style="font-size: 10pt; font-family: 'open sans', sans-serif;">Strong understanding of <strong>regulatory requirements</strong> and processes (SOPs, SLAs, etc.).</span></li><li style="font-size: 10pt; font-family: 'open sans', sans-serif;"><span style="font-size: 10pt; font-family: 'open sans', sans-serif;">Proven ability to manage multiple <strong>third-party providers</strong> and deliver digital projects at pace.</span></li><li style="font-size: 10pt; font-family: 'open sans', sans-serif;"><span style="font-size: 10pt; font-family: 'open sans', sans-serif;">A natural problem solver who thrives in <strong>dynamic, fast-changing environments</strong>.</span></li><li style="font-size: 10pt; font-family: 'open sans', sans-serif;"><span style="font-size: 10pt; font-family: 'open sans', sans-serif;">Passionate about <strong>health and wellness</strong> and driven to deliver a fantastic customer experience.</span></li><li style="font-size: 10pt; font-family: 'open sans', sans-serif;"><span style="font-size: 10pt; font-family: 'open sans', sans-serif;">Data-savvy, with the confidence to use insights for decision-making and improvement.</span></li></ul><h4><span style="font-size: 10pt; font-family: 'open sans', sans-serif;"><strong>What We Offer</strong></span></h4><ul><li style="font-size: 10pt; font-family: 'open sans', sans-serif;"><span style="font-size: 10pt; font-family: 'open sans', sans-serif;">A key role in shaping the future of <strong>health and wellness services</strong>.</span></li><li style="font-size: 10pt; font-family: 'open sans', sans-serif;"><span style="font-size: 10pt; font-family: 'open sans', sans-serif;">A flexible, collaborative working environment (with hybrid working options).</span></li><li style="font-size: 10pt; font-family: 'open sans', sans-serif;"><span style="font-size: 10pt; font-family: 'open sans', sans-serif;">Opportunities for growth in a rapidly expanding, innovative business.</span></li><li style="font-size: 10pt; font-family: 'open sans', sans-serif;"><span style="font-size: 10pt; font-family: 'open sans', sans-serif;">A chance to make a real impact and create something customers love.</span></li></ul><p><span style="font-family: 'open sans', sans-serif; font-size: 10pt;"><strong>Our Benefits</strong>&nbsp;for this role include, but not limited to:</span></p><ul><li style="font-size: 10pt;"><span style="font-family: 'open sans', sans-serif; font-size: 10pt;">H&amp;B Employee Discount - 25%</span></li><li style="font-size: 10pt;"><span style="font-family: 'open sans', sans-serif; font-size: 10pt;">Pension company&nbsp;contribution</span></li><li style="font-size: 10pt;"><span style="font-family: 'open sans', sans-serif; font-size: 10pt;">33 Days Holiday per year (Inclusive of bank holidays)</span></li><li style="font-size: 10pt;"><span style="font-family: 'open sans', sans-serif; font-size: 10pt;">Private Medical Care</span></li><li style="font-size: 10pt;"><span style="font-family: 'open sans', sans-serif; font-size: 10pt;">Exclusive&nbsp;benefits, free advice and savings from a range of retailers and providers</span></li><li style="font-size: 10pt;"><span style="font-family: 'open sans', sans-serif; font-size: 10pt;">Electric Car Scheme</span></li></ul><p><span style="font-size: 10pt;"><em><span class="ui-provider a b c d e f g h i j k l m n o p q r s t u v w x y z ab ac ae af ag ah ai aj ak" dir="ltr">We're passionate about helping every colleague thrive across all dimensions of wellbeing, and we're committed to having a diverse and inclusive workplace. In line with our EPIC values (Expertise, Pioneering, Inclusive, Caring), we embrace and actively celebrate all our colleagues' unique and varying experiences, backgrounds, identities and cultures - I am me, we are H&amp;B.&nbsp;</span></em></span></p><p><span style="font-size: 10pt; font-family: 'open sans', sans-serif;">If you're a motivated leader ready to take on this exciting challenge, <strong>apply now</strong> and join our team!</span></p><p style="margin: 0in; font-family: Calibri; font-size: 10.0pt;">&nbsp;</p></div></div><div class="earcuposdescription"><div class="earcuposdescriptionnote"><p><span style="font-family: 'open sans', sans-serif; font-size: 11pt;"><span class="ui-provider a b c d e f g h i j k l m n o p q r s t u v w x y z ab ac ae af ag ah ai aj ak" dir="ltr"><em>Holland &amp; Barrett </em><em>does not accept unsolicited resumes from search firms/recruiters. Please do not forward resumes to our job alias, employees, or any other company location. Holland &amp; Barrett is not and will not be responsible for any fees if a candidate submitted by a search firm/recruiter unless otherwise agreed with respect to specific open position(s).&nbsp;</em></span></span></p><p><em><span class="ui-provider a b c d e f g h i j k l m n o p q r s t u v w x y z ab ac ae af ag ah ai aj ak" dir="ltr">#LI-MD1 #LI-HYBRID</span>&nbsp;</em></p></div></div>