Are you an experienced leader in customer service or healthcare administration? Do you thrive in a fast-paced environment where patient experience is the top priority? Can you inspire and develop a team to consistently deliver outstanding service? If so, we'd love to hear from you. KIMS Hospital is seeking a dynamic and motivated Reservations Manager to lead our Reservations Team, incorporating Inpatient, Outpatient and PMI bookings. This is a pivotal role where you will drive service excellence, optimise operational processes, and ensure every patient interaction reflects our commitment to outstanding care. This role is a 40 hour per week role working 5 days per week including 1 Saturday in 8. About the Role Reporting to the Head of Customer Services, you will be responsible for the effective day-to-day management of the Reservations team. You will ensure that all administrative pathways are clear, efficient, and patient-focused, while fostering a culture of exceptional customer care. You will act as a role model for the organisation, ensuring every stakeholder-patients, consultants, GPs, and colleagues-receives a first-class experience.
Responsibilities
* Lead and manage the Reservations team to deliver exceptional patient and customer experiences.
* Monitor call volumes and performance against KPIs, ensuring high service standards are met.
* Manage staffing levels and daily departmental activity to meet business needs.
* Support hospital growth through effective waiting list management and patient pathways.
* Ensure compliance with Health & Safety and governance standards.
Essential Qualifications
* Proven management experience within an administrative or customer-facing environment
* Strong understanding of customer care and quality standards in a regulated environment.
* Strong commercial acumen, with the ability to understand business drivers, optimise performance, and identify opportunities to support service growth and efficiency.
* Excellent communication, organisational, and interpersonal skills.
* Ability to lead, motivate, and implement change.
Desirable Qualifications
* A Level or NVQ Level 3 in Customer Service (or equivalent)
Benefits
* Competitive salary
* Private healthcare scheme
* 33 days annual leave including bank holidays, increasing with length of service
* Free secure staff parking
* Pension scheme
* Life assurance
* Employee Assistance Programme
* Free eye tests
* Flexible working opportunities (where applicable)
* Ongoing training and development opportunities
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