Head of Contact Centre Operations and Patient Experience
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Fulfil your potential in hospitals that make history:
Charing Cross, Hammersmith, St Mary's, Queen Charlotte's & Chelsea and Western Eye.
With five world-renowned hospitals, Imperial College Healthcare NHS Trust is full of opportunity if you are looking to develop your healthcare career.
We are an NHS Trust of approximately 14,000 people, providing care for over a million and a half patients from north west London and beyond every year.
We have a rich heritage and an ambitious vision for the future of our patients and local communities.
With our partners, Imperial College London, and The Royal Marsden NHS Foundation Trust, we form Imperial College Academic Health Science Centre, one of 6 academic health science centres in the UK, working to ensure the rapid translation of research for better patient care and excellence in education.
We are proud of our heritage in innovation and we are early adopters of new insights in technologies, techniques and treatments for improving health.
Job overview
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.
Working for our organisation
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.
Detailed job description and main 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 criteria
- First degree or equivalent; evidence of CPD.
Desirable criteria
- Call Centre Management experience
Experience
Essential criteria
- 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 criteria
- 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.
Please ensure you check your emails regularly as this is how we will communicate with you throughout the recruitment process. If you are shortlisted you will be contacted by email and text message (if you provide a mobile contact number).
Employer certification / accreditation badges
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Documents to download
- Job description (PDF, 663.5KB)
- Functional Requirement Form (PDF, 272.6KB)
- Our Strategy 2023-25 (PDF, 230.4KB)