Customer Services Manager

Our client is seeking an experienced Customer Services Manager to lead a busy healthcare customer service team, ensuring the smooth delivery of patient-centred services, an outstanding patient and customer experience, and operational excellence. This role combines people leadership, process improvement, stakeholder management, and day-to-day operational oversight within a fast-paced healthcare environment, supporting both clinical professionals and patients.

Key Responsibilities

• Lead, motivate and develop a high-performing healthcare customer service team.
• Oversee daily healthcare operations, ensuring services are delivered efficiently, compliantly, and to the highest standards of patient care and service.
• Manage resource planning, team schedules, and workload distribution to support effective service delivery and patient outcomes.
• Build strong relationships with clinical professionals, healthcare practitioners, external partners, and key stakeholders.
• Drive continuous service improvements through patient and stakeholder feedback, performance monitoring, and process optimisation.
• Ensure accurate patient record management and compliance with healthcare regulations, policies, procedures, and data protection requirements.
• Support the onboarding of new healthcare professionals and operational growth initiatives.
• Maintain high levels of patient and customer satisfaction through exceptional service delivery and efficient administrative processes.
• Monitor operational performance, identifying opportunities to improve efficiency, patient experience, and service quality.
• Contribute to business performance by supporting productivity, utilisation, capacity planning, and operational targets within a healthcare setting.

Experience and Skills Requirements

• Previous experience in an Operations Manager, Office Manager, Practice Manager, or Senior Administration leadership role.
• Demonstrable experience within a healthcare, medical, clinical, or regulated environment.
• Proven experience leading, developing, and managing teams.
• Strong organisational and planning skills with the ability to manage multiple priorities within a fast-paced healthcare setting.
• Excellent communication and stakeholder management skills, with the ability to work effectively alongside clinical and non-clinical teams.
• Strong IT literacy, including Microsoft Office applications and experience of healthcare management systems or patient databases.
• A proactive, solutions-focused approach with excellent attention to detail