Customer Services Manager

2i Recruit Ltd; Romsey; On-site; GBP 45,000 - 65,000; Full time

Job summary

2i Recruit Ltd is seeking an experienced Customer Services Manager to lead a busy healthcare customer service team, ensuring patient-centred services and an outstanding patient experience in a fast-paced environment.

You will oversee day-to-day operations, manage resources, and drive improvements while collaborating with clinicians and external partners to deliver compliant, efficient services.

Qualifications

• Experience in a senior administration leadership role within healthcare.
• Proven ability to lead and develop teams.
• Strong organisational and planning skills in a fast-paced setting.
• Excellent communication and stakeholder management.

Responsibilities

• Lead and develop a high-performing healthcare customer service team.
• Oversee daily healthcare operations, ensuring compliant and high-quality patient care.
• Plan resources, schedules and workload distribution for service delivery.
• Build relationships with clinical teams, partners and stakeholders.
• Drive service improvements through patient and stakeholder feedback and performance monitoring.
• Ensure accurate patient records and data protection compliance.
• Support onboarding of new healthcare professionals and growth initiatives.
• Maintain high patient and customer satisfaction through service delivery and admin processes.
• Monitor performance and identify efficiency and experience improvements.
• Support productivity, capacity planning and targets in healthcare setting.

Skills

Leadership experience

Healthcare experience

Stakeholder management

IT literacy

Microsoft Office

Data privacy awareness

Tools

Healthcare management systems

Job description

Our client is seeking an experienced Customer Services Manager to lead a busy healthcare customer service team, ensuring the smooth delivery of patient-centred services, an outstanding patient and customer experience, and operational excellence. This role combines people leadership, process improvement, stakeholder management, and day-to-day operational oversight within a fast-paced healthcare environment, supporting both clinical professionals and patients.

Key Responsibilities

• Lead, motivate and develop a high-performing healthcare customer service team.
• Oversee daily healthcare operations, ensuring services are delivered efficiently, compliantly, and to the highest standards of patient care and service.
• Manage resource planning, team schedules, and workload distribution to support effective service delivery and patient outcomes.
• Build strong relationships with clinical professionals, healthcare practitioners, external partners, and key stakeholders.
• Drive continuous service improvements through patient and stakeholder feedback, performance monitoring, and process optimisation.
• Ensure accurate patient record management and compliance with healthcare regulations, policies, procedures, and data protection requirements.
• Support the onboarding of new healthcare professionals and operational growth initiatives.
• Maintain high levels of patient and customer satisfaction through exceptional service delivery and efficient administrative processes.
• Monitor operational performance, identifying opportunities to improve efficiency, patient experience, and service quality.
• Contribute to business performance by supporting productivity, utilisation, capacity planning, and operational targets within a healthcare setting.

Experience and Skills Requirements

• Previous experience in an Operations Manager, Office Manager, Practice Manager, or Senior Administration leadership role.
• Demonstrable experience within a healthcare, medical, clinical, or regulated environment.
• Proven experience leading, developing, and managing teams.
• Strong organisational and planning skills with the ability to manage multiple priorities within a fast-paced healthcare setting.
• Excellent communication and stakeholder management skills, with the ability to work effectively alongside clinical and non-clinical teams.
• Strong IT literacy, including Microsoft Office applications and experience of healthcare management systems or patient databases.
• A proactive, solutions-focused approach with excellent attention to detail....