Bookings Team Lead | KIMS Hospital Maidstone
40 Hours per week
£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
1. Lead and support the Bookings Team to deliver an excellent patient experience
2. Ensure timely management of bookings, referrals and email communications in line with KPIs
3. Monitor call volumes and staffing levels to meet business needs and service standards
4. Support business growth by overseeing waitlists and patient pathways
5. Develop and improve processes and SOPs, making best use of IT systems
6. Act as first point of escalation for service issues and patient concerns
7. Build strong relationships with consultants, GPs and medical secretaries
8. Set and monitor departmental KPIs with the Head of Customer Services
9. Create and maintain audit frameworks for key processes
10. Lead regular 1:1s, appraisals and team meetings
11. Ensure robust induction and ongoing training of team members
12. Support service delivery across sites and occasional evening/weekend working as required
About you
You will be:
13. patient-focused and passionate about customer service
14. confident leading a team and managing performance
15. calm, constructive and solutions-focused
16. highly organised with excellent communication skills
17. able to engage effectively with stakeholders at all levels
Essential experience and skills
18. Previous experience managing a team within an administrative or customer service setting
19. Understanding of quality management systems and customer care
20. Excellent organisational and time-management abilities
21. Ability to work under pressure and to deadlines
22. IT literate with good working knowledge of relevant systems
Desirable
23. 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:
24. Competitive Salary
25. 33 Days annual leave plus extra time off for your birthday
26. Free secure staff parking
27. Pension scheme
28. Private health insurance
29. Life assurance
30. Up to 40% off some of KIMS services
31. Employee Assistance Platform
32. Retail discounts and cashback
33. Discounted gym membership
34. Annual flu vaccination
35. 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.