The Head of Customer Services is a strategic leadership role responsible for driving commercial success through exceptional customer service delivery and digital transformation. This role focuses on ensuring that all processes and customer service supports financial performance, fosters customer retention and contributes to the provision of safe high-quality services. The role is responsible for curating strategic partnerships and supporting business growth.
This is an exiting opportunity to join Benenden hospital working closely with the director of operations to identify initiatives and support continued growth of the organisation.
This is a full time, permanent position.
The ideal candidate will have
* A management qualification or proven experience in a similar role
* This will include significant experience of operational management of customer service teams; and call centres
* Health industry experience
* Experience of preparing board level reports
* Experience of stakeholder management
About us
At Benenden Hospital we put patients at the heart of everything we do. We attract kind, compassionate, and talented people to our ultra-modern private hospital, which opened in 1907 and has been rated as Outstanding by the CQC. We hold JAG accreditation for Endoscopy and have a beautiful setting in the middle of the Kent countryside.
Benenden Hospital offers excellent working conditions and facilities. We promote flexible working and a healthy work/life balance. We are committed to professional development and have excellent training and education facilities. We work hard to make sure that everyone at Benenden Hospital feels involved and shares our values and vision for the future.
About the role
* Identify and lead initiatives that align customer service operations with broader business development goals, ensuring that processes and customer interactions contribute to revenue generation and brand loyalty.
* Analyse and present data to support continuous development, exceptional customer service and optimal operational performance.
* Demonstrate proactive, visible, and effective operational leadership, expertise, and support to all patient administrative functions.
* Work with the Director of Operations to create and deliver the strategic and operational plan for the hospital.
* Support and drive performance improvement, manage complex operational complaints and ensure high levels of patient satisfaction.
* Maintain a working knowledge of all legislative and regulatory requirements.
* Work with the Commercial Services and Marketing departments and commissioners to identify business development opportunities
* Act as business owner for the patient administration system, related systems, and the telephony platform.
Skills and experience required
* Management qualification or relevant experience.
* Significant experience of operational management of customer service teams; including health sector and call centre experience
* Demonstrable experience of managing complaints.
* Demonstrate experience of using data and data analysis to present and inform decision making and continuous improvement.
* Demonstrable performance improvement skills
* Experience of preparing board level reports and managing commissioner requirements.
* Experience of service improvement/redesign
* Experience of stakeholder management
* Ability to deliver presentations at every level within the organisation.
* Effective interpersonal skills
* Excellent organisational skills
Download full role profile
Benefits include
* Competitive salaries
* 27 days Annual Leave plus Bank Holidays
* Defined contribution pension scheme with employer contribution up to 10%
* Excellent Life Assurance benefit
* Free parking
* Subsidised eye tests
* Free Flu vaccinations
* Free tea and coffee
* Subsidised on site Restaurant
"I love working at Benenden Hospital, it's a beautiful location in the countryside", "the whole organisation is supportive", "it's the team, the team are amazing", "Benenden is a bit like a family", "the whole atmosphere is brilliant"
These are just some of the reasons why more than 400 people work at Benenden Hospital which has a long history of caring since it was founded in 1907.
How to apply
If you wish to apply for this position, please complete our application form and submit with your CV attached
Please contact if you have any queries or questions regarding the role or process.
Closing Date: 11th September
Please note this vacancy may close prior to the closing date without notice, If a sufficient number of applications are received
Claire Mansfield – Resourcing Officer will then be in touch to discuss further.
Together, we work hard to maintain a safe, comfortable, patient-focused environment for the people in our care.
All our vacancies are therefore subject to either a Standard or an Enhanced Disclosure Application to the Disclosure and Barring Service as well as satisfactory reference checks. These procedures need to be completed before all new member of staff can join the hospital.
In accordance with the General Data Protection Regulation (GDPR), we have implemented a Privacy Notice to inform you, as prospective employees of Benenden Hospital Trust, of the types of data we process about you. Please visit our Careers page to read our Privacy Notice
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