Senior Enquiry Advisor (Team Leader)
Job Description
Location: National Enquiry Centre, Springfield Hospital, Chelmsford, Essex or National Enquiry Centre, Nottingham Woodthorpe
Full Time - 37.5 Hours per week
Reports to: Contact Centre Manager
Department: National Enquiry Centre
Direct Reports: Enquiry Advisors
About Us
At Ramsay Health Care UK, we believe in “People Caring for People.” Our culture is built on strong relationships, sustainable growth, and a commitment to constant improvement. If you’re passionate about leading teams and delivering exceptional service, we want to hear from you.
The Role
As a Senior Enquiry Advisor (Team Leader), you will lead, coach, and motivate a team of contact centre enquiry advisors to achieve their performance targets while ensuring the highest standards of customer service. You will also work closely with our hospital teams, to support private growth.
Key Responsibilities
* Lead and support a team to consistently achieve their KPIs through effective coaching, mentoring, and performance monitoring.
* Identify training and development needs, building a high-performing team with robust knowledge of processes and services.
* Communicate staff performance trends and business insights to the Contact Centre Manager.
* Ensure all customers receive accurate and timely information, always maintaining professionalism.
* Confidently communicate service offerings, including pricing and availability, to clients and stakeholders.
* Oversee call centre operations, ensuring calls are answered within agreed service levels.
* Monitor and allocate incoming work streams efficiently.
* Ensure all enquiries are handled professionally and promptly across all channels.
* Support the team in improving conversion rates from enquiries to appointments, ensuring all activity is recorded.
* Liaise with medical secretaries, consultants, and unit contacts to keep information up to date.
* Maintain accurate records across all booking and enquiry systems.
* Adhere to and role model quality expectations.
* Serve as the key point of contact for the Private Patient Manager at your assigned hospital cluster. Proactively sharing insights into performance and collaborating to support private growth.
Key Deliverables
* Meet call handling, self-pay sales, insurer, and quality KPIs.
* Follow escalation processes and communicate barriers to bookings.
* Ensure all quality measures are met and continuous improvement is driven.
About You
Essential Experience
* Previous customer service experience.
* Experience using Patient Administration Systems (PAS).
* Proven track record in driving performance improvements across a team.
* Previous sales experience and experience in a call centre environment.
* Experience in coaching, mentoring, and providing training.
* Strong stakeholder management skills.
Desirable
* Experience in a sales-focused environment working to performance targets.
* Previous leadership experience in a contact centre or customer service environment.
* Experience leading continuous improvement initiatives.
Why join us?
At Ramsay Health Care UK, our people are at the heart of our success. Our benefits are designed to support your wellbeing, work-life balance and career development, because we’re people caring for people:
Health, Wellbeing & Financial Security
* Private Medical Cover, with the option to add your partner and dependants
* Discounted Bupa Dental Insurance
* Life Assurance (Death in Service) x3 your base salary
* Private Pension, with Ramsay matching up to 5% after a qualifying period
* Employee Assistance Programme
Work–Life Balance
* 25 days annual leave + bank holidays, with the option to buy or sell additional days
* Flexible shift patterns, where possible
* Family friendly policies including enhanced parental leave
* Volunteer leave to support causes that matter to you
Career Development & Recognition
* Training and Development via the Ramsay Academy to support your career development
* Colleague recognition programme to celebrate our people
Lifestyle & Everyday Perks
* Access to our benefits platform, offering a wide range of discounts
* Cycle2Work scheme
* Subsidised staff restaurant, where possible
* Free parking on site, where possible
About Us
Ramsay Health Care UK is a well-established global hospital group with over 50 years’ experience. We are a global provider operating in 11 countries with 77,000 staff who treat 8 million patients each year. It is well respected within the healthcare industry and is one of the leading providers of independent hospital services in England. We are well known for our strong, long-standing relationship with the NHS.
We love people with a positive, “can do” attitude who want to make a difference in their work. "Our employees are Ramsay." The skills and commitment of our employees forms the basis for our success.
We know our people are our greatest asset, our business is growing and we would like you to join us. “The Ramsay Way” culture recognises that people – staff and doctors – are Ramsay Health Care’s most important asset and this has been key to our ongoing success.
We are proud of our ‘Speak Up for Safety’ programme and ensure that the patient is at the heart of everything we do. Join us and have more ‘Time to Care’.
We are committed to equality of opportunity for all. This position is subject to background and DBS checks.
We value your application and welcome any questions you may have prior to applying. Please be advised that we reserve the right to close our advertisements prior to the announced closing date to ensure a quality recruitment process.
We care. It’s more than what we do, it’s who we are. Everything we do is about striving to deliver the best care. And it's a belief that's as true today as it was when we welcomed our first patients in 1964.
“The Ramsay Way” culture recognises that our people are our most important asset and this has been key to our ongoing success.
We are proud to support the UK’s Armed Forces and Reservists and have already achieved the Silver Award as part of the MOD’s Armed Forces Covenant Employer Recognition Scheme. The scheme recognises employers who actively support Defence while encouraging other organisations to adopt the same behaviours in their workplace. As a company we are committed to supporting the wider Armed Forces community and this includes our staff as well as our patients.
We are committed to equality of opportunity for all. This position is subject to background and DBS checks.
#J-18808-Ljbffr