Contact Centre Operations Manager

Spire Healthcare have a new and exciting opportunity for an enthusiastic and driven Contact Centre Operations Manager to join our team on a full time and permanent basis, driving our growth strategy and supporting a newly established team to succeed.

In this pivotal role, you will provide clear leadership in the operation and delivery of all administration functions which includes In-Patient Bookings, Out-Patient Bookings and Sales, ensuring they perform to the required commercial, corporate and professional standards. In addition, you will also be expected to establish and maintain a comprehensive whole organisational approach to improving customer service - including standard setting, benchmarking, feedback mechanisms and action planning.

Duties and responsibilities:

• To be responsible for providing clear professional leadership of the support centre, ensuring efficient and robust processes exist to support the requirements of service users.
• Working closely with senior management teams and Heads of Departments to help deliver short and long term business achievement contributing to the individual hospital’s overall successes.
• The development and delivery of the centre’s 3 year Business Strategy in line with the overall business strategy for the Hospitals in the centre.
• To be responsible for the quality, maintenance and safety of the centre’s services and facilities and the safety of the staff, ensuring that the unit meets all statutory and regulatory requirements.

Who we’re looking for:

• 3 Years management experience at senior manager level, preferably in a multi-functional environment managing multiple teams and services.
• Experience in the healthcare industry or similar customer orientated businesses.
• Proven experience of working in heavily regulated environments, directly with regulators.
• Managing a large P&L (budgeting, forecasting and tracking of performance).
• Commercially astute with a proven track record of customer relationships.
• Ability to understand key business processes and complex business issues.
• The ability to challenge constructively, whilst building strong working relationships.

Working Hours: 37.5 hours per week

Benefits: We offer employees a competitive salary as well as a comprehensive benefits package which includes but is not limited to:

• 35 days annual leave inclusive of bank holidays
• Employer and employee contributory pension with flexible retirement options
• ‘Spire for you’ reward platform - discount and cashback for over 1000 retailers
• Free Bupa wellness screening
• Private medical insurance
• Life assurance

Our Values: We are extremely proud of our heritage in private healthcare and of our values as an organisation:

• Driving clinical excellence
• Doing the right thing
• Caring is our passion
• Keeping it simple
• Delivering on our promises
• Succeeding and celebrating together

We commit to our employees well-being through work life balance, on-going development, support and reward. At Spire Washington Hospital, we’re a leading provider of private hospital treatments for our patients across the North East. With a full multidisciplinary medical team, we’re specialists in a wide range of treatments. You can get fast access to expert healthcare, from consultations and diagnosis to treatment and aftercare.

Spire Healthcare is a leading independent hospital group in the United Kingdom and the largest in terms of revenue. From 39 hospitals and 8 clinics across England, Wales and Scotland, Spire Healthcare provides diagnostics, inpatient, day case and outpatient care.

Spire Healthcare are proud to be an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive culture for all. Our people are our difference, it’s their dedication, warmth and pursuit of excellence that sets Spire Healthcare apart.