Head of Patient Contact Centre

7 months ago


Preston, United Kingdom CHEC Full time

**Job Title**:Head of Patient Contact Centre

**Location**: Fulwood, Preston

**Contract Type**: Permanent, 37.5 hours a week

We are always looking for great talent to join our team and help achieve our ambitious goals and growth. We care about our people, and we care about the future of community health and how CHEC can play an innovative part in making this great, with your help.

If you are care focused and looking to join an organisation that is thriving on success, then CHEC is your employer of choice We have an exciting opportunity for a new Head of Patient Contact Centre to support our ambitious growth plans as we continue to expand throughout the UK.

**About the Role**

We are looking for someone to lead the efficient and effective operation of the contact centre, of booking and managing the patient appointments and pathways ensuring that it meets or exceeds departmental goals and delivers exceptional patient service.

The Head of Patient Contact Centre will be involved in strategic planning, team management, performance analysis, and continuous improvement to enhance overall contact centre performance.

**We are looking for someone who can**:

- Manage and develop the team to deliver the objectives of the department year on year to support the growth and diversity of the business.
- Provide leadership and guidance to the team, fostering a positive and collaborative work environment.
- Set performance expectations, conduct regular performance reviews, and implement corrective actions as needed.
- Enable communication and working between the team and the operations to manage bookings effectively.
- Implement and optimise call centre processes and workflows to ensure efficiency and effectiveness.
- Monitor key performance indicators (KPIs) such as call abandonment rate, average handling time, and patient satisfaction, taking proactive measures to address any issues.
- Foster a customer-centric culture within the contact centre, emphasising the importance of delivering exceptional customer service.
- Implement strategies to enhance the overall patient experience and satisfaction.
- Effective collaboration to implement the required patient pathways.
- Analyse contact centre data and generate reports to assess performance and identify areas for improvement.
- Present regular reports to senior management, highlighting achievements, challenges, and recommended actions

**What you’ll bring to the role**:

- Proven experience of a leadership role within a contact centre
- Experience with continuous improvement within a contact centre, including key focus on customer satisfaction
- Experience using data to identify priorities and challenges
- Ability to identify opportunities for growth
- Strong cross-functional communicator
- Strong leader with the ability to work collaborative with multi-disciplinary teams and multiple departments
- Strong understanding of contact centre operations, including telephony systems, CRM software
- Understanding of healthcare and patient referrals is advantageous
- Analytical mindset with the ability to interpret data and make informed decisions.

**Why work for us?**
- 25 days holidays plus bank holidays
- Buy and sell annual leave scheme
- Refer a friend scheme
- Company pension
- Company sick pay scheme
- Life assurance scheme
- Bluelight Card
- 100’s of discount and cashback options
- Performance review with a training and development plan
- Employee discounts portal
- Gym discounts
- Cycle to work scheme
- Tech scheme
- Medicash

**Job Types**: Full-time, Permanent

**Benefits**:

- Additional leave
- Casual dress
- Company pension
- Cycle to work scheme
- Employee discount
- Free flu jabs
- Free parking
- Health & wellbeing programme
- Life insurance
- On-site parking
- Referral programme
- Sick pay

Schedule:

- Day shift
- Monday to Friday

Work Location: In person



  • Preston, United Kingdom CHEC Full time

    Manage and develop the team to deliver the objectives of the department year on year to support the growth and diversity of the business. Provide leadership and guidance to the team, fostering a positive and collaborative work environment. Set performance expectations, conduct regular performance reviews, and implement corrective actions as needed. Enable...


  • Preston, United Kingdom Lancashire Teaching Hospitals NHS Foundation Trust Full time

    Lancashire Teaching Hospitals NHS Foundation Trust is a large specialist Head & Neck Cancer Centre with major surgery, radiotherapy and chemotherapy provided on site. You will be supported by a large, dynamic clinical team including Nurse Consultant, Clinical Nurse Specialists, Cancer Support Worker, Surgeons and Oncologists. The Head & Neck team have a...


  • Preston, United Kingdom CHEC Full time

    **Job Title: Patient Bookings Coordinator** **Location: Fulwood, Preston** **Contract Type: Permanent** **Salary: £19,000** **Hours: 37.5 hours a week, working 5 days between Monday-Saturday.** We are always looking for great talent to join our team and help achieve our ambitious goals and growth. We care about our people, and we care about the future...


  • Preston, United Kingdom CHEC Full time

    **Job Title: Patient Bookings Coordinator** **Location: Fulwood, Preston** **Contract Type: Permanent** **Salary: £19,000** **Hours: 37.5 hours a week, working 5 days between Monday-Saturday.** We are always looking for great talent to join our team and help achieve our ambitious goals and growth. We care about our people, and we care about the future...

  • Contact Centre Advisor

    7 months ago


    Preston, United Kingdom CHEC Full time

    **The Vacancy** We are always looking for great talent to join our team and help achieve our ambitious goals and growth. We care about our people, and we care about the future of eye health and how CHEC can play an innovative part in making this great, with your help. If you are care focused and looking to join an organisation that is thriving on success,...

  • Contact Centre Clerk

    7 months ago


    Preston, United Kingdom Plumbs Ltd Full time

    We currently have a position available in Preston for a Contact Centre Clerk to work Monday 9.30am - 5.00pm, Thursday 9.30am - 5.30pm, Friday 9.30am - 5.00pm and Saturday 9.00am - 3.00pm. Our Contact Centre is the first point of contact for our customers. It is essential that applicants are enthusiastic, committed, and flexible, are customer focused with...


  • Preston, United Kingdom CHEC Full time

    **Job Title: Patient Bookings Coordinator** **Location: Fulwood, Preston** **Contract Type: Permanent** **Salary: £19,000** **Hours: 37.5 hours a week, working 5 days between Monday-Saturday.** We are always looking for great talent to join our team and help achieve our ambitious goals and growth. We care about our people, and we care about the future...


  • Preston, United Kingdom CHEC Full time

    **Job Title: Patient Bookings Coordinator** **Location: Fulwood, Preston** **Contract Type: Permanent** **Hours: 37.5 hours a week, working 5 days between Monday-Saturday.** We are always looking for great talent to join our team and help achieve our ambitious goals and growth. We care about our people, and we care about the future of eye health and how...


  • Preston, United Kingdom CHEC Full time

    **Job Title: Patient Bookings Coordinator** **Location: Fulwood, Preston** **Contract Type: Permanent** **Salary: £19,000** **Hours: 37.5 hours a week, working 5 days between Monday-Saturday.** We are always looking for great talent to join our team and help achieve our ambitious goals and growth. We care about our people, and we care about the future...


  • Preston, Lancashire, United Kingdom Group 1 Automotive Full time

    About the RoleWe are seeking a highly motivated and enthusiastic individual to join our team as a Sales & Customer Service Advisor.As a key member of our contact centre team, you will be responsible for providing excellent customer service and sales support, working closely with customers to understand their needs and preferences.With a competitive salary of...


  • Preston, United Kingdom Lancashire Teaching Hospitals NHS Foundation Trust Full time

    Do you have the drive and ambition to move patient pathways forward? In your role as a Patient Pathway Coordinator, you will be a key contributor to patients receiving care as quickly as possible. You will be joining a forward-thinking team that work well together in our vision to always provide excellent care with compassion to our patients and the clinical...


  • Preston, Lancashire, United Kingdom Group 1 Automotive Full time

    We are seeking an experienced Sales and Customer Service Advisor to join our team at Toyota/Lexus Preston. As a key member of our contact centre team, you will be responsible for delivering exceptional customer service and driving sales revenue.In this role, you will be working closely with customers to understand their needs and provide tailored solutions...


  • Preston, United Kingdom CHEC Full time

    If you are care focused and looking to join an organisation that is thriving on success, then CHEC is your employer of choice! We have an exciting opportunity for Patient Booking Coordinators to join us as we continue to expand throughout the UK.


  • Preston, United Kingdom Lancashire Teaching Hospitals NHS Foundation Trust Full time

    Are you caring & compassionate? Are you flexible and dynamic? If so, we would love you to join our administration team. As a member of our close knit team, you will have excellent communication and organisational skills, managing your own workload using your initiative. You will be an excellent networker that relishes a challenge and thrives in a busy...


  • Preston, United Kingdom CV-Library Full time

    Customer Service Advisor – Pensions Contact Centre Hybrid Working with 2 days in Preston, Lancashire - Do you have first class customer service skills? - Want a role with no weekend, late nights, or Bank Holidays? - Work for a company that offers career progressions. - Incentives and recognition that rewards excellent member experience. - Salary...


  • Preston, United Kingdom Lancashire Teaching Hospitals NHS Foundation Trust Full time

    Are you caring & compassionate? Are you flexible and dynamic? If so, we would love you to join our administration team. As a member of our close knit team, you will have excellent communication and organisational skills, managing your own workload using your initiative. You will be an excellent networker that relishes a challenge and thrives in a busy...


  • Preston, United Kingdom Lancashire Hospital Full time

    Head of Clinical ServicesLocation: Preston PR2 5BWSalary: CompetitiveThe Hospital is dedicated to delivering innovative and compassionate care to their patients and the local community. As the Head of Clinical Services, you will play a vital role in shaping the future of their organisation and ensuring that we continue to set new standards in healthcare...


  • Preston, United Kingdom Ad Warrior Full time

    Key ResponsibilitiesDevelop and implement a comprehensive strategy for clinical services aligned with the hospital's mission and objectives.Provide leadership and guidance to department heads, clinicians, and other healthcare professionals to promote excellence in patient care.Collaborate with executive leadership to set short- and long-term goals for...


  • Preston, Lancashire, United Kingdom Group 1 Automotive Full time

    As a Sales & Customer Service Advisor at Group 1 Automotive's Preston Contact Centre, you will have the opportunity to work with a diverse range of customers, building strong relationships and delivering exceptional service experiences.This is an exciting opportunity for a highly motivated and customer-focused individual who is looking to develop their...


  • Preston, United Kingdom Local Pensions Partnership Full time

    **Customer Service Advisor - Helpdesk / Contact Centre** Preston, Lancashire LPPA is keen to promote a diverse workforce to maximise our ability to provide quality services to all our customers. Other organisations may call this role Contact Centre Agent, Customer Service Assistant, Pensions Officer, Pensions Administration Officer, or Administrator -...