Job overview
We’re seeking an experienced and motivated leader to oversee the Trust’s key patient‑facing communication services, including the Patient Contact Centre, Urgent Suspected Cancer Booking team, Switchboard, and Elective Access Services & Systems. In this pivotal role, you will drive service performance, lead improvement and modernisation projects, and ensure high‑quality, efficient and patient‑centred communication across all OUH sites. You will work closely with clinical, digital and operational teams to enhance pathways, strengthen service delivery, and support the Trust in meeting its operational and strategic priorities. Main duties of the job
- Lead the day‑to‑day delivery of key patient communication services, including the Patient Contact Centre, WW Bureau, Switchboard, Elective Access Services & Systems, e‑Referral Service, Letter Production and Clinical Transcription.
- Drive service improvement and modernisation projects, working collaboratively with clinical, digital and operational teams across all sites.
- Monitor performance against local KPIs, analyse service data and implement action plans to improve quality, efficiency and patient experience.
- Provide visible leadership to service managers and staff, ensuring effective communication, engagement and a supportive team culture.
- Oversee risk management, business continuity processes and incident responses across all services within the remit.
- Manage budgets related to performance improvement projects and contribute to cost‑effective service development and income generation opportunities.
Working for our organisation
Oxford University Hospitals NHS Foundation Trust is one of the largest NHS teaching trusts in the country. It provides a wide range of general and specialist clinical services and is a base for medical education, training and research. The Trust comprises four hospitals - the John Radcliffe Hospital, Churchill Hospital and Nuffield Orthopaedic Centre in Headington and the Horton General Hospital in Banbury.
Our values, standards and behaviours define the quality of clinical care we offer and the professional relationships we make with our patients, colleagues and the wider community.
We call this Delivering Compassionate Excellence, and its focus is on our values of compassion, respect, learning, delivery, improvement and excellence.
These values put patients at the heart of what we do and underpin the quality healthcare we would like for ourselves or a member of our family. Watch how we set out to deliver compassionate excellence via the .
In NHS England launched its first sexual safety charter, and our Trust proudly signed it. We pledge zero tolerance for inappropriate sexual behaviour and commit to the
Oxford University Hospitals promotes a safe, respectful hiring environment.
If you want to make a difference with us, come and join our team. Together, we will uphold the highest standards of care and professionalism.