Location: Based within easy travel to London, with 2-3 office days per week (office location may vary). The role includes occasional visits to India to support alignment and shared ways of working.
About the Company
The Hearing People is a leading provider of NHS and private audiology services, committed to delivering patient‑centered care and consistent clinical excellence. Our teams combine expertise, compassion, and modern technology to improve the lives of the communities we serve.
About the Role
We are seeking an experienced, hands‑on Head of Patient Support to lead our India‑based Patient Support Advisors team and UK‑based Patient Support Administrators team.
You will take full ownership of the end‑to‑end patient experience across NHS and Private services, ensuring our service‑first brand strategy is delivered consistently.
This role combines strategic leadership, operational improvement, and people management. You’ll oversee diary management, lead conversion and service quality, driving continuous improvement through data insight, technology, and strong team development. The ideal candidate is decisive, patient‑focused, and confident leading both a remote call centre team based in India and our UK administrative team.
Key Responsibilities
- Lead the Patient Support function across NHS and Private services
- Drive patient satisfaction, lead conversion, and appointment occupancy
- Oversee diary management and workflow optimisation
- Manage and develop India and UK-based teams, including Team Leads
- Set KPIs, monitor performance, and drive accountability
- Oversee complaint resolution and ensure effective escalation handling
- Provide regular KPI and performance reporting to senior leadership
- Identify service gaps and lead improvement initiatives
Essential Qualifications & Skills
- Proven senior leadership experience in healthcare, clinical services, or customer service
- Strong operational and workflow management background
- Experience managing remote or offshore teams, ideally including India
- Excellent communication, organisation, and stakeholder management skills
- Proficient with CRM and communication systems including HubSpot, Auditdata, and Aircall
- Decisive, proactive, and solutions‑focused
Desired Qualifications & Skills
- Experience within NHS‑commissioned services
- Familiarity with hearing healthcare or audiology
- Working knowledge of HubSpot
- BUPA private healthcare to support your wellbeing
- Opportunities for professional development and career progression
- Supportive, collaborative, and patient‑focused working environment
Join The Hearing People as Head of Patient Support and drive a service‑first culture that strengthens patient satisfaction, operational quality, and team performance.
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Head of Patient Support employer: The Hearing People
The Hearing People is an exceptional employer that prioritises a supportive and inclusive work culture, fostering collaboration between our India-based and UK teams. We offer comprehensive employee growth opportunities, including leadership training and professional development, ensuring that our staff can thrive in their roles while making a meaningful impact on patient experiences. With a commitment to service excellence, we provide a dynamic environment where your contributions directly enhance the lives of patients across NHS and Private services.
