Contact Centre Manager

HealthHarmonie; Birmingham; On-site; GBP 40,000 - 50,000; Full time

Job summary

A growing healthcare organization in Birmingham seeks an experienced Contact Centre Manager. This role involves overseeing daily operations, managing a team, ensuring compliance with healthcare standards, and driving improvements in patient service. Candidates must have leadership experience in healthcare settings and strong communication skills. Competitive salary and excellent career progression opportunities are offered, alongside NHS employee discounts and benefits.

Benefits

Full training provided

25 days annual leave + Bank Holidays

NHS employee discounts

Pension Scheme

Qualifications

• Proven experience managing a contact centre or service delivery team within a healthcare environment.
• Strong understanding of patient confidentiality and healthcare data protection regulations.
• Confidence in managing complex workflows and competing priorities under pressure.

Responsibilities

• Manage the day-to-day operations of the Contact Centre.
• Lead a team of Team Leaders and Call Handlers.
• Ensure timely booking of appointments and adherence to SLA's.
• Monitor and maintain compliance with healthcare regulations.
• Drive improvements in service delivery and patient engagement.

Skills

Leadership

Communication

Organizational Skills

Data Analysis

CRM System Proficiency

Tools

EMIS

Ring CX

Job description

About Us

HealthHarmonie Ltd is a fast paced, growing organisation that operates from the vibrant city centre of Birmingham. Established in 2003, the company has grown with the ever-changing healthcare industry and developed its presence across all the UK. We work in partnership with several NHS Clinical Commissioning Groups nationwide to provide patients with access to community services closer to their home.

By joining the HealthHarmonie family you will be a part of the fundamental infrastructure needed to deliver excellent patient care across the UK.

About The Role

We are looking for an experienced Contact Centre Manager to lead and oversee our patient Contact Centre operations. This role is vital to ensuring high standards of patient care, service efficiency, and compliance within a fast-paced healthcare environment.

You will manage a multi-channel Contact Centre responsible for appointment bookings, patient enquiries, referrals, and general support services. Your leadership will directly impact the patient experience, operational performance, and delivery of safe, timely care.

Key Responsibilities

• Manage the day-to-day running of the Contact Centre, including inbound and outbound patient communication.
• Lead a team of Team Leaders and Call Handlers, ensuring effective resource planning and shift coverage.
• Ensure timely and accurate booking of appointments, updating of patient information, and adherence to all timeframe targets and SLA's.
• Maintain service standards and KPIs such as average wait times, call answer rates and clinic utilisation.
• Drive improvements in service delivery, workflow efficiency, and patient engagement through data analysis and reporting.
• Monitor and maintain compliance with healthcare regulations, data protection laws (e.g. GDPR), and clinical governance standards.
• Work collaboratively across clinical, operational, and IT teams to ensure smooth service coordination.
• Support implementation of new digital tools and systems to enhance patient communication and self-service.
• Handle patient complaints and escalations professionally, ensuring swift and empathetic resolution.
• Promote a culture of continuous improvement, quality, and compassion in all patient interactions.
• Train, coach, and support team members, fostering a high-performance and patient-focused environment.

Required Knowledge

• Proven experience managing a contact centre or service delivery team within a healthcare environment.
• Strong understanding of patient confidentiality, safeguarding, and healthcare data protection regulations.
• Excellent leadership, communication, and organisational skills.
• Ability to manage complex workflows, schedules, and competing priorities under pressure.
• Competence in using patient management or CRM systems (e.g., EMIS, Ring CX)
• Demonstrable experience in performance management, coaching, and staff development.
• Experience interpreting data to drive operational decisions and service improvements.

What We Offer

• Full time, permanent contract
• Full training provided
• 37.5 hours per week
• Salary: Competitive
• Ongoing Support and Training
• Excellent Career Progressions
• 25 days annual leave + Bank Holidays
• NHS employee discounts
• Pension Scheme

By joining the HealthHarmonie family you will be a part of the fundamental infrastructure needed to deliver excellent patient care across the UK. Whether this be joining us in a clinical role or an administration role your presence in HealthHarmonie is vital. All our roles require you to have an innovative thought process, a willingness to learn new skills and the want to oversee your own career by taking ownership of the role you are completing.

Equal Opportunity Employer

HealthHarmonie are proud to be an equal opportunity employer, meaning all qualified applicants will be considered for employment and will not be discriminated against based on age, race, religion, national origin, gender identity or expression, sex, sexual orientation, marital status, veteran status, disability or any other protected category under local law.

We know that it is the differences in our people that make our company a better and more welcoming place to work

Key words: Healthcare, Call Centre, NHS, Patients, Administration, Telephone Booking, Flexibility, Medicine, Targets, Training, Development, Travelling, Community Services