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- Tasks: Lead and inspire a customer service team to deliver exceptional experiences.
- Company: Join Patient Choice, a trusted partner in NHS patient care.
- Benefits: Competitive salary, flexible working, gym membership, and generous holiday entitlement.
- Why this job: Make a real impact on patient care and shape the future of healthcare services.
- Qualifications: Experience in leading customer service teams and a passion for great service.
- Other info: Be part of a values-driven team dedicated to integrity and innovation.
The predicted salary is between 42000 - 58800 ÂŁ per year.
Are you a people leader who’s passionate about great customer service — and motivated by shaping consistent, high-quality experiences for every customer, every time? At Patient Choice, we’re proud to play our part in supporting NHS patients across the UK by making access to prescriptions and healthcare services simple, efficient and compassionate. As we continue to grow, we’re looking for a Customer Experience Manager to join our leadership team and help us revolutionise the way we support our patients.
What makes this role different? You will lead the transformation of our brand and digital marketing strategy, spearheading efforts to grow our e-commerce platform while inspiring and mentoring a small, dedicated team. Your work will directly impact patient care and drive ethical growth in the healthcare sector.
The Role: Based at our Wellington (Somerset) head office, you’ll lead and inspire a team of around 15 passionate customer service professionals. You’ll set the standard for excellence — shaping the tone of every interaction, introducing smarter processes, and creating a truly consistent, best‑in‑class patient experience. This is a newly created role, reporting to our Head of Quality and Customer Experience, and represents a real opportunity to make your mark. You’ll bring structure, clarity and creativity — ensuring we deliver not just service, but care.
What You’ll Do:
- Lead, coach and develop the customer care team to deliver a consistently high-quality experience.
- Standardise processes, scripts and quality measures so every patient receives the same excellent level of care.
- Use data and analytics to drive continuous improvement, identify trends, and shape future strategy.
- Champion a culture of accountability and pride within your team.
- Partner with our senior leadership colleagues to evolve how we work, embedding quality and patient‑first thinking in everything we do.
About You: We’re looking for someone who blends strategic thinking with a hands‑on, people‑focused approach. You’ll thrive in a changing environment and know how to inspire teams through transformation. You’ll likely have:
- Proven experience leading customer service or contact centre teams (10+ people).
- A passion for delivering great customer and patient experiences.
- Strong leadership and communication skills — you’re confident guiding, coaching and challenging others.
- A flair for data and analytics — using insight to drive smarter decisions.
- Experience improving processes or leading change initiatives.
- (Bonus) Knowledge of the NHS, pharmacy or healthcare sector - but it’s definitely not essential.
Why Join Us? At Patient Choice, you’ll be part of a business that’s trusted by patients and the NHS alike — but we’re also growing and evolving fast. That means your ideas will be heard, your impact will be visible, and your leadership will shape how thousands of patients experience our service every day. You’ll join a close‑knit, values‑driven team who genuinely care about what we do — and about each other.
Want to be a Patient Choice Person? This is an exciting role where you will get to make a lasting impact on the customer experience at Patient Choice. You’ll be joining a values‑driven team dedicated to integrity, innovation, and positive impact.
A competitive salary of £42,000 per annum, full time equivalent. Quarterly bonus scheme! Holiday entitlement of 25 Days, Plus Bank Holidays, plus 1 day additional per years’ service, up to 30 days. Family-friendly policies including flexible working, death in service, salary protection benefit and more! Free Gym Membership. Westfield Health Cover Company wide social events throughout the year!
If you’re ready to lead change, raise standards, and build a customer experience team to be proud of — we’d love to hear from you. Apply today and help us deliver service that truly makes a difference.
Customer Experience Manager employer: Fitzgerald HR
Contact Detail:
Fitzgerald HR Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Manager
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and think about how your experience aligns with their mission. This will help you stand out as a candidate who truly gets what they’re about.
✨Tip Number 3
Practice your interview skills with a friend or mentor. Get comfortable talking about your achievements and how they relate to the role of Customer Experience Manager. The more you practice, the more confident you'll feel!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love hearing from passionate candidates who want to make a difference in customer experience.
We think you need these skills to ace Customer Experience Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Experience Manager role. Highlight your leadership experience and passion for customer service, as these are key to what we’re looking for at Patient Choice.
Showcase Your Achievements: Don’t just list your responsibilities; share specific examples of how you’ve improved customer experiences or led successful teams in the past. We love seeing tangible results that demonstrate your impact!
Be Authentic: Let your personality shine through in your application. We’re a values-driven team, so showing us who you are and what you care about will help us see if you’re a good fit for our culture.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Fitzgerald HR
✨Know the Company Inside Out
Before your interview, take some time to research Patient Choice. Understand their mission, values, and the specific role of a Customer Experience Manager. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Showcase Your Leadership Skills
As a Customer Experience Manager, you'll be leading a team. Prepare examples from your past experiences where you've successfully led a team or improved customer service processes. Highlight how you inspired and motivated your team to achieve great results.
✨Be Data-Driven
Since the role involves using data and analytics to drive improvements, come prepared with examples of how you've used data to inform decisions in previous roles. Discuss any tools or methods you’ve used to analyse customer feedback or performance metrics.
✨Prepare Thoughtful Questions
At the end of the interview, you'll likely have the chance to ask questions. Prepare thoughtful questions that demonstrate your understanding of the role and the company. For instance, ask about the current challenges the customer care team faces or how they measure success in customer experience.
