Patient Support Team Manager
Location: Shrewsbury area
Salary: up to £50k + bonus
Contract: Full-time, Permanent
About the Role
We’re seeking a dynamic Patient Support Team 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.