Location: KIMS Hospital, Maidstone, with travel to Sevenoaks Medical Centre and other Lyca facilities as required
Hours: 40 Hours per week. Flexible shifts between 06:30 – 20:30 (Monday-Friday) and 06:45 – 20:00 (Saturday-Sunday)
Salary: Competitive + Benefits
Are you a dynamic and results-driven leader with a passion for delivering exceptional customer service?
KIMS Hospital, the largest independent hospital in Kent, is seeking a Head of Customer Service to lead and develop a multi-functional team responsible for:
* Managing private medical insurance (PMI) patient bookings
* Driving self-pay sales and conversions
* Overseeing front-of-house and patient enquiries across multiple departments
* Centralising the approach to the management of patient enquiries across multiple departments within the KIMS and Lyca network
This is a fantastic opportunity to make a real impact in a fast-paced healthcare environment, ensuring outstanding patient experiences while driving sales performance and operational efficiency.
What You’ll Be Doing:
* Leading a large, multi-disciplinary team across teams including but not limited to patient reservations, self-pay sales, front-of-house, and call centre services
* Driving self-pay business growth by working closely with consultants, medical secretaries, and business development teams
* Developing streamlined booking and enquiry processes to improve patient experience
* Ensuring reception and enquiry teams provide professional, welcoming, and efficient service
* Managing and optimising resources to meet operational and budgetary targets
What We’re Looking For:
* At least four years of experience in a senior customer service and/or sales role
* Strong leadership skills with a track record of building high-performing teams
* Excellent communication, negotiation, and influencing abilities
* The ability to thrive in a fast-paced, customer-focused environment
* Experience in healthcare is desirable but not essential
Why Join KIMS Hospital?
* Work for an award-winning, patient-focused hospital
* Lead a team that makes a real difference in people’s healthcare journeys
* Enjoy a supportive and collaborative work environment
If you’re a motivated leader with a passion for customer excellence, we’d love to hear from you!
KIMS Hospital employees enjoy the following benefits:
* 33 Days annual leave plus extra time off for your birthday
* Free secure staff parking
* Private health insurance
* Life assurance
* Up to 40% off some of KIMS Hospital services
* Employee Assistance Platform
* Retail discounts and cashback
* Discounted gym membership
* Free eye test
At KIMS Hospital we are committed to building a diverse and inclusive working environment. We strive to create a workforce that reflects the communities we serve and are proud to be an equal opportunities and disability confident employer.
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