Head of Contact Centre Operations and Patient ExperienceinLondoninLondonPUBLISHED FRI 21 MAR 2025

Job Summary

We are looking for a collaborative, forward-thinking, and motivated leader to drive excellence in our outpatient call centre operations and patient experience services. This is an exciting opportunity to shape the future of patient access, modernise our contact centre, and create an environment where both patients and staff feel valued and supported.

Why Join Us?

• A strong team culture built on support, respect, and innovation.
• The opportunity to transform patient services and improve access to care.
• A leadership role where your ideas will shape real change.
  
  

Key Responsibilities

Lead and empower a high-performing team to deliver exceptional patient service.

Foster a positive and inclusive workplace, ensuring staff feel valued and motivated.

Drive operational excellence, modernising systems, and improving patient pathways.

Collaborate with clinical teams to streamline services and enhance patient experience.

Implement robust governance, performance, and risk management strategies.

Who We're Looking For

A strong, approachable leader with a passion for patient care and service excellence.

Ideally experience in managing outpatient call centres or similar and improving workflows.

A problem-solver who thrives on innovation and continuous improvement.

Exceptional people skills who care about their people with the ability to motivate and develop teams.

Main duties of the job

• Be accountable for the operational performance of the Directorate, including high-quality patient care, patient experience clinical governance, patient safety, clinical quality, and financial targets.
• Work closely with the directorates general managers and service managers to shape and implement the corporate objectives for the Trust.
• Work closely with Head of User Insights and User Experience Designee ensuring that patient are at the centre of all operational decision and design
• Ensure the necessary compliance with corporate governance arrangements and reporting mechanisms.
  
  

About us

At Imperial College Healthcare you can achieve extraordinary things with extraordinary people, working with leading clinicians pushing boundaries in patient care.

Become part of a vibrant team living our values - expert, kind, collaborative and aspirational. You'll get an experience like no other and will fast forward your career.

Benefits include career development, flexible working and wellbeing, staff recognition scheme. Make use of optional benefits including Cycle to Work, car lease schemes, season ticket loan or membership options for onsite leisure facilities.

We are committed to equal opportunities and improving the working lives of our staff and will consider applications to work flexibly, part time or job share. Please talk to us at interview.

Date posted

04 March 2025

Pay scheme

Agenda for change

Band

Band 8c

Salary

£82,462 to £93,773 a year pa inclusive

Contract

Fixed term

Duration

12 months

Working pattern

Full-time

Reference number

290-WCCS-1936

Job locations

Trustwide

London

W2 1NY

Job Description

Job responsibilities

The full job description provides an overview of the key tasks and responsibilities of the role and the person specification outlines the qualifications, skills, experience and knowledge required.

For both overviews please view the Job Description attachment with the job advert.

Responsibilities

Job description Job responsibilities

The full job description provides an overview of the key tasks and responsibilities of the role and the person specification outlines the qualifications, skills, experience and knowledge required.

For both overviews please view the Job Description attachment with the job advert.

Person Specification

Education/ Qualifications Essential

• First degree or equivalent; evidence of CPD.
  
  

Desirable

• Call Centre Management experience
  
  

Experience Essential

• Significant experience in managing day-to-day operations of outpatient call centres and booking services for patient admissions.
• Able to demonstrate the ability to develop and deliver a workforce strategy and address recruitment and retention challenges.
• Proven track record in achieving performance objectives and managing financial targets.
• Experience in implementing risk management frameworks and managing patient feedback.
  
  

Skills/knowledge/ abilities Essential

• Highly developed leadership and people management skills.
• Strong ability to engage and motivate staff.
• Effective communication and interpersonal skills. ? Proficiency in developing
• Proficiency in developing and maintaining performance dashboards.
• Ability to work collaboratively with clinicians and consultants.
  
  

Person Specification Education/ qualifications Essential

• First degree or equivalent; evidence of CPD.
  
  

Desirable

• Call Centre Management experience
  
  

Experience Essential

• Significant experience in managing day-to-day operations of outpatient call centres and booking services for patient admissions.
• Able to demonstrate the ability to develop and deliver a workforce strategy and address recruitment and retention challenges.
• Proven track record in achieving performance objectives and managing financial targets.
• Experience in implementing risk management frameworks and managing patient feedback.
  
  

Skills/knowledge/ abilities Essential

• Highly developed leadership and people management skills.
• Strong ability to engage and motivate staff.
• Effective communication and interpersonal skills. ? Proficiency in developing
• Proficiency in developing and maintaining performance dashboards.
• Ability to work collaboratively with clinicians and consultants.
  
  

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be ne