Customer Experience Manager – Patient Services
B. Braun Medical Ltd. is seeking an experienced and values‑driven Customer Experience Manager to lead our Patient Services Teams in Sheffield. In this senior leadership role you will manage and enhance the customer experience for patients, carers, and healthcare partners, ensuring consistently high‑quality service delivery across our homecare services.
As a people manager you will lead by example and create a positive, productive work environment.
Key Responsibilities
* Provide strategic leadership and oversight of the homecare experience, collaborating with teams and stakeholders across the business.
* Lead, motivate, and develop the Patient Services teams, fostering a high‑performance, engaged, patient‑focused culture aligned to the Customer Experience strategy.
* Use customer insights, feedback, and performance data to drive service improvements and enhance the patient journey.
* Drive continuous improvement across homecare services, including the adoption of best practices and progressive technologies.
* Define and manage KPIs measuring service quality, patient experience, efficiency, and compliance.
* Review and refine end‑to‑end homecare journeys, ensuring clear communication and smooth transitions across touchpoints.
* Manage resource planning, workload management, and the full employee lifecycle within the Patient Services function.
Qualifications and Experience
* Proven experience in a senior customer service or customer experience leadership role, ideally within healthcare or patient services.
* Demonstrable experience leading and developing teams, including coaching and performance management.
* Strong understanding of patient journeys, care coordination, and service recovery.
* Experience managing KPIs focused on service quality, patient experience, efficiency, and compliance.
* Ability to analyse data, identify risks, and drive continuous improvement.
* Experience working cross‑functionally and influencing stakeholders at all levels.
* Strong leadership, communication, and relationship‑building skills.
* Commercial awareness with the ability to balance service quality, efficiency, and business objectives.
* Experience with change management and continuous improvement initiatives.
Benefits
* 27 days annual leave
* Discretionary annual bonus scheme
* 7% employer pension contribution
* Three‑fold salary life assurance
* Group income protection scheme
* Enhanced sick pay and family‑friendly payments
* Health and wellbeing programme
* Employee assistance programme
* Additional benefits available upon request.
We believe that diversity drives innovation and excellence. Our recruitment practices are committed to equal opportunity for all, and we are ready to support applicants who require reasonable adjustments. For more information on our commitment to diversity and inclusion, please visit https://www.bbraun.co.uk/en/career/life-at-bbraun-uk/leadership-standard.html.
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