Website Careers UK
Contact Centre Manager (NHS)
London | Healthcare Operations
We are headhunting a resilient Contact Centre Manager to lead a critical frontline service within a prominent London NHS Trust. This role is designed for an operational expert who can balance high-volume call metrics with the profound empathy required in a healthcare setting. You will be responsible for the strategic and tactical management of the hub, ensuring that patient access remains seamless, safe, and efficient.
Your leadership will directly impact patient outcomes by optimizing resource allocation and maintaining the highest standards of clinical governance and data confidentiality.
Strategic Deliverables
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Direct daily operations to meet and exceed key performance indicators regarding call handling and patient referrals.
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Foster a high-performance culture through continuous staff training, mentoring, and rigorous quality monitoring.
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Implement robust workforce management strategies to ensure adequate staffing levels during peak demand periods.
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Lead the integration of new telephony and CRM technologies to streamline the patient journey.
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Collaborate with clinical leads to ensure service protocols align with current NHS safeguarding and governance frameworks.
Requirements: Proven experience managing large-scale contact centres, preferably within the public sector or healthcare, and a deep understanding of NHS operational standards.
Apply now to lead a vital service for London’s patients.
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