At a Glance
- Tasks: Lead a dynamic contact centre to enhance patient experience and service excellence.
- Company: Imperial College Healthcare NHS Trust, committed to innovation and patient care.
- Benefits: Flexible working, career development, and staff recognition schemes.
- Other info: Join a vibrant team dedicated to sustainability and reducing environmental impact.
- Why this job: Shape the future of patient services and make a real impact in healthcare.
- Qualifications: Experience in managing call centres and a passion for patient care.
The predicted salary is between 40500 - 49500 £ per year.
Head of Contact Centre Operations and Patient Experience | Imperial College Healthcare NHS Trust
Are you a compassionate and inspiring leader who thrives in a fast-paced environment?
Do you want to make a real difference to patient experience by leading a dynamic and patient-focused contact centre?
We are looking for a collaborative, forward-thinking, and motivated leader to drive excellence in our outpatient call centre operations and patient experience services.
This is an exciting opportunity to shape the future of patient access, modernise our contact centre, and create an environment where both patients and staff feel valued and supported.
Why Join Us?
- A strong team culture built on support, respect, and innovation.
- The opportunity to transform patient services and improve access to care.
- A leadership role where your ideas will shape real change
Key Responsibilities
- Lead and empower a high-performing team to deliver exceptional patient service.
- Drive operational excellence, modernising systems, and improving patient pathways.
- Collaborate with clinical teams to streamline services and enhance patient experience.
- Implement robust governance, performance, and risk management strategies.
- Operational Performance: Accountable for the delivery of high-quality patient care and experience, clinical governance, patient safety, clinical quality, and financial targets.
- Performance Management: Achieve key performance indicators, establish performance standards, and implement effective reporting systems.
- Risk & Clinical Governance: Implement risk management frameworks, manage patient feedback, and drive continuous improvement through analysis.
- People Management: Foster a positive, patient-centred culture, engage and motivate staff, and ensure continuous development and growth.
- Financial Management: Manage budgets, ensure compliance with financial procedures, and collaborate on financial planning.
Who We’re Looking For
- A strong, approachable leader with a passion for patient care and service excellence.
- Ideally experience in managing outpatient call centres or similar and improving workflows.
- A problem-solver who thrives on innovation and continuous improvement.
Join us and be part of a team that is shaping the future of patient services with positivity and excellence
At Imperial College Healthcare you can achieve extraordinary things with extraordinary people, working with leading clinicians pushing boundaries in patient care.
Become part of a vibrant team living our values - expert, kind, collaborative and aspirational.
You’ll get an experience like no other and will fast forward your career.
Benefits include career development, flexible working and wellbeing, staff recognition scheme.
Make use of optional benefits including Cycle to Work, car lease schemes, season ticket loan or membership options for onsite leisure facilities.
We are committed to equal opportunities and improving the working lives of our staff and will consider applications to work flexibly, part time or job share.
Please talk to us at interview.
Climate change and poor air quality is a health emergency that harms people’s health and wellbeing and widens health inequalities.
The Trust is also committed to reducing its impact on the environment by reducing our greenhouse gas emissions to Net Zero by 2045.
All our employees have a role to play, and we have an active green network that supports staff to act in ways that ensures that our services are efficient, sustainable and reduce our impact on the environmentwww. imperial. nhs. uk/about-us/our-strategy/green-plan.
The full job description provides an overview of the key tasks and responsibilities of the role and the person specification outlines the qualifications, skills, experience and knowledge required.
For both overviews please view the Job Description attachment with the job advert.
- This advert closes on Sunday 23 Aug 2026
- #J-18808-Ljbffr
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StudySmarter Expert Advice🤫
We think this is how you could land Head of Contact Centre Operations and Patient Experience | Imperial College Healthcare NHS Trust
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We think you need these skills to ace Head of Contact Centre Operations and Patient Experience | Imperial College Healthcare NHS Trust
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Tailor Your Documents to the Job:Don't use a one-size-fits-all approach! Make sure your CV and cover letter are specifically tailored for this role. Highlight any certifications you have relevant to health administration, and ensure you clearly connect your previous roles to the skills needed for the full-time position at Allscreens Nationwide Ltd. This way, you're showing them you’ve done your homework and are genuinely interested in being a part of their team.
How to prepare for a job interview at Allscreens Nationwide Ltd
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