Patient Support Manager Location: Shrewsbury area Salary: up to £50k bonus Contract: Full-time, Permanent About the Role We're seeking a dynamic Patient Support Manager to lead a high-performing team responsible for managing new enquiries and ongoing patient care. This role is pivotal in driving service excellence, improving patient experience, and delivering measurable performance results. You'll combine hands-on operational leadership with strategic oversight — optimising systems, refining patient pathways, and ensuring that every interaction reflects our clients' commitment to quality and compassion. Key Responsibilities Performance & KPI Management Own and monitor performance metrics across enquiry and patient support functions. Track daily dashboards and produce weekly reports for senior management. Achieve strong conversion rates and service-level performance. Ensure prompt patient follow-up and timely communication throughout the care journey. Team Leadership & Culture Lead, motivate, and support the Patient Support Team to exceed KPIs. Build a culture of accountability, ownership, and continuous improvement. Recruit, onboard, and develop new team members effectively. Deliver regular coaching on communication, objection handling, and service quality. Service & Process Improvement Map and refine patient pathways to remove delays and enhance experience. Collaborate with clinical and operational teams to optimise capacity and scheduling. Use patient feedback to identify opportunities for service improvement. Operational Delivery Maintain an active presence across both teams Support complex or high-priority patient enquiries when required. Conduct regular quality audits and deliver actionable feedback. Ensure compliance, safeguarding, and data standards are consistently met. Skills & Experience Proven experience managing a contact centre, sales support, or patient-facing team. Strong track record of delivering against KPIs and driving performance. Excellent leadership, coaching, and people-management skills. Background in healthcare, education, or another regulated sector is desirable. This role is ideal for an ambitious and results driven individual.to join a fast-growing organisation with superb opportunities for progression at an exciting time in their journey. If this sounds like you, we'd love to hear from you.