Lead Customer Service Administrator - SMC

Lead Customer Service Administrator - Sevenoaks Medical Centre

Location: Sevenoaks Medical Centre

Hours:40.00 hours per week

Starting Salary: £33,571.43 per annum

Hours: 07:30 - 20:30 between Monday and Saturday.

Are you a natural team leader who takes pride in delivering an exceptional patient experience? Do you enjoy leading and supporting a team to deliver excellent customer service? Are you organised, confident and able to manage competing priorities in a busy healthcare environment? Would you enjoy being at the heart of a patient-focused service where every interaction matters? If the answer is yes, we would love to hear from you.

We are looking for an enthusiastic and experienced Lead Customer Service Administrator to join the team at Sevenoaks Medical Centre. Working closely with the General Manager, you will provide day-to-day leadership and support to the administrative team, helping to ensure our patients, visitors, consultants, and colleagues receive a warm, professional and efficient service.

This is a varied role combining team leadership, administration, patient coordination, and customer service, with the opportunity to make a genuine difference to the experience of every patient who comes through our doors.

Key responsibilities will include:

• Providing day-to-day leadership and line management for the administrative team, including regular 1:1s, appraisals and performance management.
• Supporting the coordination of team rotas, ensuring appropriate administrative cover is maintained.
• Supporting the induction, training, and development of new team members.
• Acting as a visible and welcoming presence for patients, visitors, consultants, and colleagues.
• Managing telephone and face-to-face enquiries with confidence, courtesy, and professionalism.

About You

We are looking for someone who combines strong administrative skills with a genuine passion for people and patient experience.

You will be confident leading a team and comfortable working in a busy healthcare environment where priorities can change quickly. You will be organised, approachable and able to communicate effectively with patients, consultants, clinical colleagues and senior managers.

• Previous experience of working in a healthcare or hospital administrative environment, with a strong understanding of the importance of patient confidentiality and customer service.
• Proven experience of leading, supporting or supervising a team, with the ability to motivate colleagues and maintain high standards.
• Excellent organisational, communication and customer service skills, with the ability to prioritise competing demands and remain calm under pressure.
• Experience of working with medical administration, patient appointment systems or radiology services.
• Knowledge of Microsoft Office, medical terminology or healthcare administration systems.

Why Join Sevenoaks Medical Centre

At KIMS Hospital, our administrative teams are an important part of the patient journey. From the first welcome at reception to arranging appointments, supporting consultants, and ensuring information is accurate and available when needed, the work you do helps our clinical teams provide safe, efficient, and compassionate care.

We believe that great patient care starts with great people. That's why we look for colleagues who share our commitment to treating patients with dignity, respect, and kindness, while taking pride in getting the details right.

At KIMS, we want our people to feel valued, supported, and proud of the work they do. Joining us means becoming part of a team where people, patients and quality of care genuinely matter.

• Free Secure Staff Parking
• Pension Scheme
• Private Health Insurance
• 33 Days annual leave plus extra time off for your birthday
• Life Assurance
• Free Eye Test
• Flexible working and annualised hours contracts are available

KIMS Hospital is committed to building a diverse and inclusive working environment. We strive to create a workforce that reflects the communities we serve and are proud to be an equal opportunities employer.

Any offers of employment made by KIMS Hospital for this/these position(s) will be subject to proof of eligibility to work in the UK and receipt of a satisfactory DBS Certificate from the Disclosure & Barring Service. Information about DBS checks can be found on the UK Government website.

Before your interview, take the time to research your potential new employer, finding out about their company values and what you might expect working there. Have a clear travel plan ready for the day of the interview, allowing extra time for possible delays - being punctual will allow you time to gather your thoughts and check your notes. And don't forget to bring the appropriate ID with you.

Making a good first impression will get your interview off to a great start. It shows you are taking your application seriously and that you are diligent and conscientious. Dress smartly and make sure you are well presented. In no circumstances should you be chewing gum and your mobile phone should be switched off.

Take reassurance from knowing that your interviewer can often be as nervous as you. Be polite, honest and open, maintaining eye contact with them. Talk as clearly and confidently as you can and if you don't understand a question, ask for clarification. When answering, focus on positive experiences and be prepared to go into detail about your previous positions and your future aspirations.

There will be opportunity for you to ask questions about the organisation and the role. Take this chance to ask about things that are important to you. Such as, what is expected of you in the first 6 months? Or, what training opportunities are there? Or, what has the interviewers experience of working for the company been like? It's an excellent way of showing genuine interest.

It's important to leave the interview on a positive note. If you haven't already discussed it, you may want to ask when you can expect to hear about their final decision. When it is time to leave, smile and thank them for seeing you. Shake hands firmly and confidently, and if you have enjoyed discussing the job, tell them.