At a Glance
- Tasks: Lead a dynamic contact centre to enhance patient experience and operational excellence.
- Company: Join Imperial College Healthcare, a leader in innovative patient care.
- Benefits: Enjoy flexible working, career development, and a supportive team culture.
- Other info: Be part of a vibrant team committed to sustainability and community health.
- Why this job: Make a real impact on patient services and shape the future of healthcare.
- Qualifications: Strong leadership skills and experience in managing outpatient call centres.
The predicted salary is between 88250 - 100355 £ per year.
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 / enhance patient experience.
- Implement robust governance, performance, and risk management strategies.
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!
Main duties of the job
- Accountable for the delivery of high-quality patient care and experience, clinical governance, patient safety, clinical quality, and financial targets.
- Achieve key performance indicators, establish performance standards, and implement effective reporting systems.
- Implement risk management frameworks, manage patient feedback, and drive continuous improvement through analysis.
- Foster a positive, patient-centred culture, engage and motivate staff, and ensure continuous development and growth.
- Manage budgets, ensure compliance with financial procedures, and collaborate on financial planning.
About us
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.
Environmental sustainability
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 environment.
Person Specification
- Education/qualifications
- Essential: First degree or equivalent evidence of CPD
- Desirable: Call Centre Management experience
- Experience
- Essential: Significant experience in managing day-to-day operations of outpatient call centres and booking services for patient admissions.
- Able to demonstrate the ability to develop and deliver a workforce strategy and address recruitment and retention challenges.
- Experience in modernising call centres and optimising patient pathways.
- Experience in implementing risk management frameworks and managing patient feedback.
- Skills/knowledge/abilities
- Essential: Highly developed leadership and people management skills.
- Expert knowledge of legislation related to all employment/people issues.
- Proficiency in developing and maintaining performance dashboards.
- Awareness of corporate governance arrangements and reporting mechanisms.
Head of Contact Centre Operations and Patient Experience in London employer: National health service
The London Ambulance Service NHS Trust is an exceptional employer, offering a dynamic work environment that prioritises patient safety and service improvement. With a strong commitment to employee development, including leadership training and apprenticeship programmes, staff are empowered to grow their skills while contributing to the health of London. The Trust's inclusive culture and focus on quality management ensure that employees feel valued and supported in their vital roles.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Contact Centre Operations and Patient Experience in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at National health service. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like National health service before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Contact Centre Operations and Patient Experience in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to National health service:Your cover letter is your chance to shine! Tell us why you want to work at National health service specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at National health service!
How to prepare for a job interview at National health service
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
