Head of Patient Contact Centre

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.