Patient Support Lead Specialist

8 hours ago


Marylebone, Greater London, United Kingdom The London Clinic Full time
About The London Clinic
The London Clinic is a leading private hospital in the UK, offering high-quality medical services to patients. With 8 state-of-the-art facilities and over 1350 employees, we pride ourselves on delivering expert, individualised treatment and care. Our main hospital spans 8 floors, comprising of 150+ patient beds and 10 operating theatres.

Job Summary:
We are seeking an experienced Patient Support Lead to join our Customer Service Team as a line manager for Patient Support/Customer Service Advisors. As a key member of our team, you will be responsible for the efficient day-to-day running of a multi-functional contact centre team, consisting of consultant appointments, general enquiries, therapies, and switchboard.

Main Responsibilities:
- Directly manage Customer Service Advisors (CSAs)/call handlers, maintaining high levels of service and quality at all times
- Line manage sub teams, energise, and motivate staff to create an enthusiastic contact centre environment
- Ensure calls are answered in a timely manner, bookings/appointments are dealt with efficiently and professionally, and all calls are taken with care and empathy
- Develop and implement operational processes to drive performance and continuous service improvement
- Collaborate with other Leads to ensure consistent service excellence and cross-cover when required

Requirements:
- Proven leadership experience in a target-driven contact centre team
- Ability to highly motivate and lead a team to deliver objectives and achieve targets
- Relationship building with internal and external stakeholders, up to and including senior level
- Expertise in developing, implementing, and monitoring operational processes
- Previous experience in a healthcare setting and medical environment
- Significant experience of developing training programs and implementing SLAs/KPIs to drive performance

What We Offer:
- A competitive salary of £55,000 per annum, depending on experience
- A comprehensive benefits package, including a contributory pension scheme, private medical healthcare, and season ticket travel loan
- Opportunities for career development and further education
- A diverse and inclusive work environment, committed to building a team that represents various backgrounds, perspectives, and skills

Educational Qualifications:
- Equivalent to GCSE grade C/4 or higher in English Language and Mathematics

Physical Demands:
- Able to work in a fast-paced environment, managing multiple priorities and deadlines
- Excellent communication and interpersonal skills
- Ability to maintain confidentiality and handle sensitive information with discretion

Work Environment:
- Based at our head office in London NW1 4LJ
- Flexible working hours, including shift patterns Mon-Fri 7am-8pm, Sat 7-5, and Sun 8-4, including bank holidays


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