Support Centre Manager
Cantourage UK
full-time
Posted on:
Location Type: Hybrid
Location: United Kingdom
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Salary
💰 £50,000 - £55,000 per year
About the role
- Supervising, mentoring, and supporting the Patient Support Coordinator team to ensure the smooth day-to-day running of clinic operations and utilising KPIs to maintain high levels of patient support, internal quality standards and regulatory expectations are consistently met.
- Overseeing recruitment, onboarding, and training of new staff while conducting regular team meetings and performance reviews.
- Ensuring timely handling of appointment bookings, follow-ups, prescription queries, clinical escalations, and complaints.
- Conducting regular quality audits (e.g. call monitoring, patient feedback reviews) to identify training needs and service improvements, while working with the wider team to collect feedback and identify opportunities for improvement.
- Monitoring and addressing significant events, incidents, and patient complaints in collaboration with the Head of Governance.
- Supporting clinicians with operational and administrative tasks to maintain high standards of patient care
- Ensuring adherence to company policies, SOPs, and regulatory requirements, while proactively liaising with the tech support and product teams to address any technical issues
- Working closely with the leadership team to identify and implement innovative service improvement initiatives, measuring their impact on clinic performance
- Attending work-related meetings as required and maintaining all mandatory training and familiarity with company policies and SOPs
Requirements
- Demonstrable experience in leading, managing and developing teams within a high volume contact centre where you have prioritised delivering high standards of customer service.
- Experience in a highly regulated industry and following policies and SOPs
- High level of IT proficiency, including familiarity with electronic health records
- Excellent attention to detail and organisational skills
- Strong communication skills and ability to work under pressure, whilst leading with empathy towards our patients.
Benefits
- Competitive salary
- 25 days holiday (rising to 27 after one year & 30 after 2 years) + bank holidays
- 5% matched pension
- Cycle-to-work scheme
- Opportunities for development and growth
- A dynamic and supportive work environment
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
team managementquality auditsappointment bookingpatient feedback reviewperformance reviewtraining and developmentcustomer serviceIT proficiencyelectronic health records
Soft Skills
mentoringcommunicationattention to detailorganizational skillsempathyleadershipproblem-solvingcollaborationadaptabilitytime management