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Head of Customer Excellence

6 months ago

Birmingham, United Kingdom HealthHarmonie Full time

**ABOUT THE ROLE**

The role of Head of Customer Excellence has been established to support the strategic direction of the business, enabling further concentration on high performance achievement and growth opportunities within the market.

This role will be instrumental in driving high performance and overseeing multiple operational teams to ensure the achievement of business targets, financial controls, and adherence to quality standards, ultimately ensuring the fulfilment of contractual portfolio key performance indicators. This role will perform an integral part of the Senior Management Team, contributing significantly to the overall success of the business.

**ROLE AND RESPONSIBILITIES**
- Manage and support all operational teams to ensure achievement of business targets, financial controls, and quality level adherence
- Instill and maintain a high customer service culture within operations and achievement against internal and external key performance indicators
- Ensure standardisation of processes and practices across departments and business
- Work closely with Head of Quality to ensure data requests for quality schedules and investigations are prepared, submitted and closed with learning outcomes embedded into operational processes in a timely manner
- Drive improvement in the business to ensure best practice within operational functions
- Ensure continuous improvement culture, including identifying and leading efficiency initiatives whilst maintaining robust financial/quality controls and procedures.
- Lead and support all direct reports to ensure delivery of services within agreed targets and business policies
- Overseeing management of the team and the workload as and when required
- Effective leader that inspires and motivates high performing teams
- Work closely with Head of HR and Learning to ensure correct resource and training levels to deliver targets
- Support and delivery of managing employee relations issues effectively and efficiently
- Prepare reports for the Board as needed
- Ensure all direct or indirect reports adhere to policies and procedures and relevant external legislation
- Actively engage with other SMT members to enable effective problem-solving outcomes and continuous improvement

**ABOUT YOU**
- Established work experience as a Head of Customer Service, Head of Operations or in a similar capacity with successful outcomes
- Proven track record of achievement of performance KPIs, including contact centre service level achievements, call handle time and abandonment rates
- Strong leadership skills and experience, proven past performance of mentoring and enhancing abilities and talents of direct reports
- Strong communicator with passion for patient centered care
- Exposure to business profit and loss/management accounts, with ability to analyse and identify improvements and efficiencies
- Operational Management experience within healthcare environment is desirable
- Prior experience of Private Equity beneficial

**ABOUT US**

HealthHarmonie Ltd, established in 2003, is a nationwide independent healthcare company that delivers specialist non-elective care services in both the NHS and Private markets. We partner with many of the UK’s largest Clinical Commissioning Groups, NHS Trusts, and Integrated Care Systems.

Today, we stand as one of the largest providers of Non-Elective Care and take pride in our patient safety-first culture, which we have diligently cultivated. With well-established and proven infrastructures, supported by our committed, highly skilled, and experienced healthcare team, we ensure continuous growth and security for our workforce of over 500 employees and clinicians.

At HealthHarmonie, we are proud of the exceptional quality and dedication of its team members and strive to foster a diverse and inclusive workplace culture that promotes professional development as its core value.