Customer Experience and Quality Lead in Guildford

Healthcare Partners Ltd is unable to offer sponsorship for this position. Applicants must have the right to work in the UK. Please note this role is hybrid with 3 days in office and regular travel to customer sites across Surrey as required.

If you are looking to join a dynamic company with ambitious growth plans over the next ten years, look no further. This is a rewarding and challenging role in our partnership, and you will have the opportunity to shape your career within an organisation where talent is recognised and where we will empower you to learn and develop. Our team here at Healthcare Partners know that everything they do makes a difference to patients' lives. This isn't just a job - it's a real career, a way of making a difference every single day.

Main duties of the job:

• The post holder will support the delivery of Healthcare Partners' Quality, Customer Experience and Information Governance programmes.
• Act as a visible and approachable representative of the Quality and Governance team, working closely with customers and colleagues to improve services, resolve issues and promote a culture of continuous improvement.
• Deliver an exceptional customer experience whilst driving continuous improvement across customer-facing services and internal business processes.
• Develop a customer-centric culture by ensuring customer feedback is actively sought, analysed and translated into measurable service improvements.
• Lead process improvement initiatives, streamline ways of working, improve efficiency and embed a culture of continuous improvement throughout the organisation.
• Develop and maintain positive relationships with customers and stakeholders, undertaking regular site visits to understand customer needs, support the resolution of issues and incidents, and identify opportunities to improve services and strengthen customer relationships.

About us:

Established in 2018, Healthcare Partners Ltd (HPL) is a wholly-owned subsidiary of the Royal Surrey NHS Foundation Trust. We offer a consultative, collaborative approach -- based on a genuine desire to make healthcare provision outstanding, and respecting the opinions and skills of our fellow clinical professionals to produce exceptional outcomes. We are a substantial company in our own right, with an annual turnover of around 50m and over 80 staff. We partner with other healthcare providers throughout the UK in both the public and private sectors, reinvesting our profits and savings back into the NHS. At Healthcare Partners Ltd, the patient is at the heart of all we do. We're proud to be part of the NHS, helping to make healthcare better.

Details:

• Date posted: 19 August 2026
• Pay scheme: Agenda for change
• Band: Band 6
• Salary: 41,956 to 50,524 a year
• Contract: Permanent
• Working pattern: Full-time
• Reference number: HPL-LG-EMF21195
• Job locations: Healthcare Partners, Priestley Road, Guildford, GU2 7AU, United Kingdom

Job responsibilities:

• Act as the primary contact for customer experience across Healthcare Partners, developing and maintaining positive relationships with customers and stakeholders.
• Undertake regular visits to customer sites across all Healthcare Partners services to build effective working relationships, understand customer needs and identify opportunities for service improvement.
• Engage with customers to gather feedback, identify issues and support resolution of concerns before escalation.
• Identify and implement improvements to the customer journey for the benefit of customers.
• Lead on the Healthcare Partners customer satisfaction surveys, feedback and engagements activities; formulating surveys, analysing data, report writing and compiling action plans.
• Work collaboratively with teams and service managers to investigate customer concerns, incidents and complaints, supporting development and implementation of improvements.
• Support internal departments to develop positive relationships with their customers.
• Provide advice, support and guidance to improve customer experience.
• Support the delivery of the Customer Service Excellence Standard by coordinating evidence collection, improvement activities and stakeholder engagement.
• Champion a customer-focused culture throughout Healthcare Partners by promoting best practice and encouraging continuous feedback and improvement.

Continuous Improvement:

• Use recognised continuous improvement methodologies (i.e. Six Sigma, Kaizen, Lean, PDCA) to facilitate quality improvement initiatives.
• Support internal departments to identify opportunities to improve process, performance and customer experience.
• Monitor and report on improvement actions arising from audits, customer feedback and service reviews.
• Promote a culture of continuous improvement and organisational learning across Healthcare Partners.
• Support the development of standard operating procedures, process maps and quality documentation.
• Lead on Business Continuity planning for Healthcare Partners, including supporting colleagues to complete and maintain Business Continuity Plans, coordinating document reviews and testing programmes, and supporting incident reviews and associated reporting.
• Provide quality and governance support to company projects where required and appropriate, ensuring relevant quality, governance and continuous improvement considerations are incorporated.

Internal Audit:

• Coordinate delivery of the annual Internal Audit Programme.
• Undertake internal audits in accordance with the agreed audit schedule.
• Support colleagues across Healthcare Partners in preparing for internal and external audits.
• Maintain audit records and monitor progress of audit actions.
• Follow up outstanding actions and provide regular progress updates to the Quality, Audit and Governance Manager.

Information Governance:

• Support the development, implementation and ongoing maintenance of the Healthcare Partners Information Governance framework.
• Ensure compliance with UK General Data Protection Regulation (UK GDPR), Data Protection Act 2018, NHS Data Security and Protection Toolkit (DSPT), and relevant Trust and organisational IG policies.
• Support with information governance incidents and data breaches, including investigation, risk assessment, escalation and reporting.
• Support with the maintenance of Information Governance risk logs and ensure IG risks are reported through appropriate governance structures.
• Coordinate or deliver Information Governance training and awareness activity across the organisation.

Person Specification:

Qualifications:

• Essential: Recognised qualification in Continuous Improvement methodology (e.g. Lean, Lean Six Sigma Yellow/Green Belt, Kaizen or equivalent).
• ISO 9001 and/or ISO 13485 Internal Auditors qualification or be prepared to undertake training.

Knowledge and Experience:

• Essential: Experience and knowledge of quality assurance, quality management systems and risk management.
• Experience of planning and undertaking internal audits.
• Experience of working within a customer-focused environment, including customer satisfaction, customer feedback and customer journey mapping.
• Experience of using continuous improvement tools and techniques (e.g. process mapping, PDCA, Lean or Kaizen).

• Desirable: Knowledge and experience of proactively resolving issues.
• Progressive experience in a client liaison or customer service.
• Experience working within a healthcare environment.