Bookings Team Lead | KIMS Hospital Maidstone
£30,000 to £32,000 per annum
Job Summary:
We are looking for an experienced and motivated Bookings Team Lead to effectively manage our busy Bookings Team, delivering a high-quality, patient‑centred administration service for both Inpatient and Outpatient pathways. You will be a visible role model for excellent customer service, ensuring that patient experience remains at the heart of everything we do.
This role will suit a proactive leader who enjoys improving processes, developing teams, and working collaboratively across departments in a fast‑paced environment.
Key responsibilities
* Lead and support the Bookings Team to deliver an excellent patient experience
* Ensure timely management of bookings, referrals and email communications in line with KPIs
* Monitor call volumes and staffing levels to meet business needs and service standards
* Support business growth by overseeing waitlists and patient pathways
* Develop and improve processes and SOPs, making best use of IT systems
* Act as first point of escalation for service issues and patient concerns
* Build strong relationships with consultants, GPs and medical secretaries
* Set and monitor departmental KPIs with the Head of Customer Services
* Create and maintain audit frameworks for key processes
* Lead regular 1:1s, appraisals and team meetings
* Ensure robust induction and ongoing training of team members
* Support service delivery across sites and occasional evening/weekend working as required
About you
You will be:
* patient-focused and passionate about customer service
* confident leading a team and managing performance
* calm, constructive and solutions-focused
* highly organised with excellent communication skills
* able to engage effectively with stakeholders at all levels
Essential experience and skills
* Previous experience managing a team within an administrative or customer service setting
* Understanding of quality management systems and customer care
* Excellent organisational and time-management abilities
* Ability to work under pressure and to deadlines
* IT literate with good working knowledge of relevant systems
* Educated to A-Level or NVQ Level 3 in Customer Service (or equivalent)
Additional information
This role involves managing a complex service that may operate 7 days a week. Some evening and weekend working may be required. You must be able to travel and work across the KIMS/Lycahealth network as needed.
KIMS Hospital employees enjoy the following benefits:
* 33 Days annual leave plus extra time off for your birthday
* Free secure staff parking
* Private health insurance
* Life assurance
* Up to 40% off some of KIMS services
* Employee Assistance Platform
* Retail discounts and cashback
* Discounted gym membership
* Free eye test
At KIMS Hospital we are committed to building a diverse and inclusive working environment. We strive to create a workforce that reflects the communities we serve and are proud to be an equal opportunities and disability confident employer.
If you have any queries regarding this vacancy, Juliet would be happy to help. Please give her a call on 01622 538114 or email recruitment@kims.org.uk.
Any offers of employment made by KIMS Hospital for this position will be subject to proof of eligibility to work in the UK and receipt of a satisfactory DBS Certificate from the Disclosure & Barring Service. Information about the DBS checks can be found at https://www.gov.uk/disclosure-barring-service-check
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