Senior Enquiry Advisor

Job Description

Senior Enquiry Advisor (Team Leader)

Location: National Enquiry Centre, Springfield Hospital, Chelmsford, Essex
Reports to: Contact Centre Manager
Department: National Enquiry Centre
Direct Reports: Enquiry Advisors

About Us

At Ramsay Health Care UK, we believe in \”People Caring for People.\” Our culture is built on strong relationships, sustainable growth, and a commitment to constant improvement. If you\’re passionate about leading teams and delivering exceptional service, we want to hear from you.

The Role

As a Senior Enquiry Advisor (Team Leader), you will lead, coach, and motivate a team of contact centre enquiry advisors to achieve their performance targets while ensuring the highest standards of customer service. You will also work closely with our hospital teams, to support private growth.

Key Responsibilities

• Lead and support a team to consistently achieve their KPIs through effective coaching, mentoring, and performance monitoring.
• Identify training and development needs, building a high-performing team with robust knowledge of processes and services.
• Communicate staff performance trends and business insights to the Contact Centre Manager.
• Ensure all customers receive accurate and timely information, always maintaining professionalism.
• Confidently communicate service offerings, including pricing and availability, to clients and stakeholders.
• Oversee call centre operations, ensuring calls are answered within agreed service levels.
• Monitor and allocate incoming work streams efficiently.
• Ensure all enquiries are handled professionally and promptly across all channels.
• Support the team in improving conversion rates from enquiries to appointments, ensuring all activity is recorded.
• Liaise with medical secretaries, consultants, and unit contacts to keep information up to date.
• Maintain accurate records across all booking and enquiry systems.
• Adhere to and role model quality expectations.
• Serve as the key point of contact for the Private Patient Manager at your assigned hospital cluster. Proactively sharing insights into performance and collaborating to support private growth.

Key Deliverables

• Meet call handling, self-pay sales, insurer, and quality KPIs.
• Follow escalation processes and communicate barriers to bookings.
• Ensure all quality measures are met and continuous improvement is driven.

About You

Essential Experience:

• Previous customer service experience.
• Experience using Patient Administration Systems (PAS).
• Proven track record in driving performance improvements across a team.
• Previous sales experience and experience in a call centre environment.
• Experience in coaching, mentoring, and providing training.
• Strong stakeholder management skills.

Desirable:

• Experience in a sales-focused environment working to performance targets.
• Previous leadership experience in a contact centre or customer service environment.
• Experience leading continuous improvement initiatives.

Benefits:

• 25 Days Leave +