Job Description
Are you a transformative customer service leader within a healthcare environment with bags of experience to develop the culture, lead the teams, set them up for success, develop and deliver a strategic plan that delivers company growth a amazing customer service?
Then this one is for you....
Role: Head of Patient Services (Contact centre style operations)
Salary: Up to £95k plus bonus and benefits
Location: On site 5 days per week
We're partnering with an amazing brand, Lloyds Pharmacy Clinical Homecare that delivers services to patients in the UK. They are looking for their next Head of Patient Services to lead the teams.
The roles involves:
Develop and implement strategic plans for customer services, ensuring operational efficiency and continuous improvement. Lead and govern the quality of customer interactions, and manage financial resources effectively. Maximize departmental performance and potential, fostering a culture where people thrive. Collaborate with key stakeholders to promote a customer-first approach.
In this role, you will be responsible for creating and executing comprehensive strategic plans that enhance customer services. This involves not only developing these plans but also leading their implementation to ensure they are effectively integrated into daily operations. A key aspect of this role is to drive operational efficiency and optimization, continually seeking ways to improve processes and outcomes within patient services.
You will also be tasked with overseeing the quality of customer interactions. This means setting high standards and ensuring these standards are consistently met. By governing the quality of these interactions, you will help to create a positive experience for customers, which is crucial for their satisfaction and overall outcomes.
Financial management is another critical component of this role. You will need to ensure that resources are allocated efficiently and that the department operates within its budget. This involves careful planning and monitoring of financial performance to ensure sustainability and effectiveness.
Maximizing the performance and potential of the department’s staff is also a key responsibility. This includes leading initiatives that foster a supportive and productive work environment where employees can thrive. By focusing on the development and well-being of your team, you will help to ensure that they are motivated and capable of delivering high-quality customer service.
Finally, working in strategic partnerships with key stakeholders is essential. By collaborating with others, you can drive a customer-first culture that prioritizes their needs and experiences. This collaborative approach helps to align the goals of different stakeholders and ensures that services are delivered in a cohesive and effective manner.
I'm looking to chat to seasoned Contact Centre and Customer Service leaders who love what they do and can deliver through others.
Don't meet every single requirement? At Realise, we are dedicated to helping our clients build diverse, inclusive and authentic workplaces, so if you're excited about this role but your past experience doesn't align perfectly with every requirement, we would encourage you to apply anyway! You might be just the candidate we're looking for!
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