Contact Centre Manager
Healthcare & Clinical
Redhill
£60,000 - £70,000
Job Description:
Healthcare Contact Centre Manager | South East | £60,000 - £70,000pa
Castlefield is delighted to be supporting with the recruitment of an experienced and driven Contact Centre Manager to lead a Healthcare Referrals team. This is a pivotal leadership role responsible for overseeing the end-to-end referrals process, ensuring patients, clinicians, and partners receive a responsive, accurate, and compassionate service.
You will manage daily operations within a fast-paced healthcare contact centre environment, ensuring service levels, quality standards, compliance requirements, and performance targets are consistently achieved.
Duties
- Lead, motivate, and develop a team of Team Leaders, Advisors, and Referral Coordinators
- Oversee the efficient processing of healthcare referrals, ensuring accuracy and timeliness
- Monitor KPIs including service levels, response times, patient satisfaction, and quality metrics
- Ensure compliance with healthcare regulations, data protection standards (e.g., GDPR), and internal policies
- Manage workforce planning, scheduling, and resource allocation
- Implement process improvements to enhance patient journey and operational efficiency
- Analyse performance data and produce regular reports for senior leadership
- Handle escalations professionally and resolve complex patient or stakeholder concerns
- Support recruitment, onboarding, training, and ongoing development of staff
Experience
- Proven management or supervisory experience within a contact centre environment, in healthcare
- Strong analysis skills with the ability to interpret data and implement improvements based on insights.
- Excellent leadership qualities with a track record of motivating teams towards achieving organisational goals
- Exceptional communication skills, both verbal and written, with the ability to liaise confidently across different levels of staff and stakeholders
Other Opportunites For You
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