Head of Department
Customer Care Manager
Our client is hiring a Customer Care and Experience Manager to lead its Customer Experience department as Head of Department. This is a senior, hands on leadership role with full accountability for the quality and consistency of every patient facing service, from first enquiry through registration, HMO processing, booking, waiting room flow, diagnostic coordination, and results delivery. The successful candidate will lead a multi functional, customer facing team and will be expected to set clear standards, coach and hold the team accountable to them, and personally resolve escalated patient complaints. This role reports directly to the Chief Executive Officer and carries real decision making authority over staffing, service recovery, and day to day department operations.
What you'll own
- —•Own the end to end patient experience: registration, insurance and HMO processing, appointment booking, queue and waiting room management, diagnostic coordination, and results delivery.
- —•Lead, coach, and manage a multi functional customer facing team spanning front desk and registration, insurance desk, call centre, cashiering, ushering and patient flow, and diagnostic coordination liaison roles.
- —•Set clear service standards for the department and hold the team accountable to them, including day to day performance management and, where necessary, disciplinary action.
- —•Act as the department's final point of resolution for escalated patient complaints and service failures, using sound judgement on service recovery.
- —•Build strong working relationships with clinical departments (nursing, laboratory, radiology), IT, and insurance and HMO partners, so that patient handoffs and information flow smoothly between teams.
- —•Recruit, onboard, and develop team members, and build a pipeline of future team leads from within the department.
- —•Report regularly on department performance to the Director of Service and the wider leadership team, using data and patient feedback to drive continuous improvement.
- —•Champion a culture of professionalism, empathy, and accountability across every patient touchpoint.
What we need from you
- —•A minimum of 5 years of experience in a senior leadership or people management role, ideally leading a customer service, guest experience, contact centre, or patient facing team.
- —•A proven track record of managing a team of meaningful size (15 or more), setting service standards, and holding people accountable to them.
- —•Direct experience handling complex complaints and service recovery calmly and effectively, ideally in a healthcare, hospitality, or another high volume service environment.
- —•Comfort using performance data and reports to manage a team, rather than relying on impressions alone.
- —•A first degree in Business Administration, Social Sciences, Health Services Management, or a related field. A postgraduate qualification or a professional certification in customer experience or people management is an advantage.
- —•Excellent verbal and written communication skills, with the confidence to engage stakeholders from front line staff to senior executives.
- —•A high level of integrity and discretion, given regular exposure to confidential patient and business information.
- —•Prior experience in healthcare, diagnostics, or a similarly regulated, high volume, patient facing environment is strongly preferred but not mandatory for an outstanding candidate from another service sector.
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