Customer Services Manager

St Joseph's Hospital; Newport; On-site; GBP 34,000 - 46,000; Full time

Benefits offered by this job

Free Parking

Private Healthcare

Tea & Coffee

Fresh fruit

Café discounts

Job summary

St Joseph's Hospital in Newport, Wales, is seeking a Customer Service Manager to lead our patient-centered customer service teams. You will drive service excellence across the patient journey and inspire high performance while supporting efficient operations throughout the hospital.

The role oversees day-to-day operations, develops staff, and collaborates with colleagues to meet departmental and organisational goals. 37.5 hours/week, £40,000 p.a., with private healthcare and more.

Qualifications

• As our Customer Service Manager, you will lead teams and drive patient-centered service.
• You will oversee day-to-day operations and support staff development.
• You will collaborate across the organisation to achieve objectives.

Responsibilities

• Lead customer service teams to deliver an exceptional patient experience.
• Drive service improvements and high performance.
• Ensure efficient, patient-focused service delivery.

Skills

Leadership

People management

Communication

Customer service

Organisational skills

Problem solving

IT skills

Job description

Department: Customer Services / Administration

Responsible to: Head of Customer Services

Hours: 37.5 hours per week between the hours of 8am-8pm

Salary: £40,000 per annum

We welcome applicants from all candidates, however; please note, we are unable to offer visa sponsorship at this time.

• Free Parking
• Private Healthcare for you & a family member
• Free Tea, coffee & Fruit
• Subsidised food & drinks in our St Joe's café

St Joseph's Values

Full Job Description can be found on our website, but here's the need to know at a glance.

As our Customer Service Manager, you will play a key role in leading our customer service teams and ensuring an exceptional experience for patients at every stage of their journey with St Joseph's Hospital. Working closely with colleagues across the organisation, you will drive service excellence, inspire high performance, and support the delivery of efficient, patient-centred services that contribute to the continued success and growth of the Hospital.

Job Summary

Our Customer Service teams are committed to delivering an outstanding experience for patients, consultants, and colleagues, consistently striving to exceed expectations. We are seeking an experienced, motivated, and customer-focused leader to join our team. The successful candidate will oversee day-to-day operations, support and develop team members, drive performance and service improvements, and ensure every patient receives a professional, efficient, and positive experience while contributing to departmental and organisational objectives.

• Previous experience in a customer service management or supervisory role.
• Strong leadership and people management skills.
• Excellent communication and interpersonal skills.
• Proven ability to deliver exceptional customer service and drive high service standards.
• Experience managing team performance and achieving objectives.
• Strong organisational and problem-solving skills.
• Ability to work effectively in a fast-paced environment and manage competing priorities.
• Proficient IT skills, including Microsoft Office applications.
• Ability to build positive relationships with patients, consultants, and colleagues.
• Commitment to delivering a professional, efficient, and patient-focused service.

Additional Information

• Taking reasonable care for the health and safety of yourself and of other persons who may be affected by your acts or omissions at work in accordance with the Health and Safety at Work Act 1974, the hospitals Safety, Health and Environment Policies and procedures and to cooperate with the hospital on any legal duties placed on it as the employer.
• This job description is not designed to be an exhaustive list of duties and responsibilities but represents the current key areas of work. There will be additional duties and responsibilities implicit within the role.
• The post holder’s duties will at all times, be carried out in compliance with Hospital policies and procedures. In particular, the post holder will act in accordance with the Equal Opportunities, Grievance, Disciplinary and Health & Safety Policies, as well as dealing with complaints, confidentiality and quality matters.
• Staff may be required to work in any department to meet the needs of the service, with potentially variable patterns of work that may include weekend working.
• The post-holder must at all times respect the confidentiality of information in line with the requirements of the Data Protection Act and ensure compliance with associated legislative and Hospital policy.

The closing date for applications is 23rd October 2026.

Please note that we will only contact you should you be shortlisted for an interview.

We reserve the right to close vacancies prior to the advertised closing date, if a large number of suitable applications are received. We encourage early applications to ensure consideration.

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.