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.
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.
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 necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
