Private Care Contact Centre Manager
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Detailed job description and main responsibilities
For further information please refer to the Job Description & Person Specification
• To ensure the establishment and maintenance of good relationships and communication throughout the Division, with the wider Trust, and externally with Patients and Insurers, promoting a culture where staff are actively involved in decisions on how services are provided and targets delivered.
• Lead on the strategic development and operational delivery of services within the Private Care Contact Centre. Drive innovation and improvement initiatives to enhance and patient experience, ensuring alignment with organisational objectives, clinical governance standards and financial targets. Collaborate with multidisciplinary teams to design, implement and evaluate service models that optimise efficiency and patient experience.
• Have a good understanding of the private care referral pathway and competitive offerings within the private healthcare market.
• Day-to-day management of the Private Care Contact Centre Team, ensuring that staffing matches demand.
• To act as the first point of contact for complex queries and to provide the relevant information, support and advice to new and prospective patients and sponsors which promotes the Trust's mission, services, cancer treatment and care and provides guidance as to the specialism of consultants within the Trust.
• Provide expert guidance to consultants on the direct booking service and take ownership of its ongoing enhancement, driving innovation and efficiency to improve patient access and experience.
Person specification
Qualifications/Training
Essential criteria
- Educated to degree level or equivalent experience
- Good working knowledge of PC applications and computer literate.
- Hold, or be willing to undertake further training and qualifications in Customer Care.
- Evidence of continuing professional and personal development.
Desirable criteria
- Further qualification in Customer Services from a recognised professional body
Experience
Essential criteria
- Experience of operational management
- Experience of MS Excel and MS Word, including creating and using spreadsheets
- Effective budgetary management
- Experience of effective team working
- Experience of driving change and introduction of new processes to meet organisational aims
Desirable criteria
- Previous experience in managing a contact centre or similar setting
- Experience of working in an environment providing direct customer service
Skills/Knowledge and Abilities
Essential criteria
- Analytical ability and able to produce concise / persuasive reports
- Highly organised approach and ability to priorities own work to meet tight deadlines and targets
- Ability to negotiate, influence and communicate effectively with a wide audience
- Ability to work closely and effectively with stakeholders at all levels within the organisation and externally
- Excellent attention to detail and aspirations of very high standards of service
- Ability to handle sensitive business information without compromising confidentiality
- Outstanding communication, presentation and interpersonal skills
Other
Essential criteria
- Self motivated with a proactive approach to problem solving
- Ability to work under pressure and carry out duties with attention to detail
- Empathetic
Other
Essential criteria
- Confident and presentable
The Royal Marsden values diversity and is committed to the recruitment and retention of underrepresented minority groups. We particularly welcome applications from Black, Asian and minority ethnic candidates, LGBTQ+ candidates and candidates with disabilities.
As a Disability Confident Employer, we are working to create a workplace that enables all staff to reach their full potential. We are committed to this because we know that greater diversity and inclusion will lead to an even greater positive impact for the people we serve.
Due to the high volumes of applications we receive, we reserve the right to close any adverts before the published closing date once we have received a sufficient number of applications. We advise you to submit your application as early as possible to prevent disappointment. Please ensure your information is accurate to avoid errors with processing your application
All applicants will be contacted by email to the address supplied on your application. Applicants are advised to check their email accounts regularly and to ensure that email filters are set to allow our emails.
Flu Vaccination - What We Expect of our Staff
At The Royal Marsden we have an immune compromised patient population who we must protect as much as we can against the flu virus. Each year, seasonal flu affects thousands of people in the UK. Occurring mainly in winter, it is an infectious respiratory disease capable of producing symptoms ranging from those similar to a common cold, through to very severe or even fatal disease.
The wellbeing of our staff and patients is of the upmost importance to us, and it is the expectation of The Royal Marsden that all patient-facing staff have an annual flu vaccination, provided free of charge by the Trust.
Employer certification / accreditation badges
Documents to download
- Job Description & Person Specification (PDF, 876.6KB)
- Job Features Form (PDF, 128.6KB)
- Royal Marsden Trust Values (PDF, 715.5KB)
- Workplace Wellbeing and Rewards Guide (PDF, 1.2MB)