Head of Contact Centre Operations and Patient Experience: Sponsorship Available

Imperial College Healthcare NHS Trust

Job summary

Are you a compassionate and inspiring leader who thrives in a fast-paced environment? Do you want to make a real difference to patient experience by leading a dynamic and patient-focused contact centre?

We are looking for a collaborative, forward-thinking, and motivated leader to drive excellence in our outpatient call centre operations and patient experience services. This is an exciting opportunity to shape the future of patient access, modernise our contact centre, and create an environment where both patients and staff feel valued and supported.

Why Join Us?

  • A strong team culture built on support, respect, and innovation.
  • The opportun.ity to transform patient services and improve access to care.
  • A leadership role where your ideas will shape real change.

Key Responsibilities:

  • Lead and empower a high-performing team to deliver exceptional patient service.
  • Drive operational excellence, modernising systems, and improving patient pathways.
  • Collaborate with clinical teams to streamline services / enhance patient experience.
  • Implement robust governance, performance, and risk management strategies.

Who We’re Looking For:

  • A strong, approachable leader with a passion for patient care and service excellence.
  • Ideally experience in managing outpatient call centres or similar and improving workflows.
  • A problem-solver who thrives on innovation and continuous improvement.

Join us and be part of a team that is shaping the future of patient services with positivity and excellence!

Main duties of the job

  • Operational Performance: Accountable for the delivery of high-quality patient care and experience, clinical governance, patient safety, clinical quality, and financial targets.
  • Performance Management: Achieve key performance indicators, establish performance standards, and implement effective reporting systems.
  • Risk & Clinical Governance: Implement risk management frameworks, manage patient feedback, and drive continuous improvement through analysis.
  • People Management: Foster a positive, patient-centred culture, engage and motivate staff, and ensure continuous development and growth.
  • Financial Management: Manage budgets, ensure compliance with financial procedures, and collaborate on financial planning.

Person Specification

Education/ qualifications

Essential

  • First degree or equivalent evidence of CPD

Desirable

  • Call Centre Management experience

Experience

Essential

  • Significant experience in managing day-to-day operations of outpatient call centres and booking services for patient admissions.
  • Able to demonstrate the ability to develop and deliver a workforce strategy and address recruitment and retention challenges.
  • Experience in modernising call centres and optimising patient pathways.
  • Experience in implementing risk management frameworks and managing patient feedback.

Skills/knowledge/ abilities

Essential

  • Highly developed leadership and people management skills.
  • Expert knowledge of legislation related to all employment/people issues
  • Proficiency in developing and maintaining performance dashboards.
  • Awareness of corporate governance arrangements and reporting mechanisms.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Closing Date: 23 August 2026

To apply for this job please visit apps.trac.jobs.