Deputy Manager

Narayana Health; United Kingdom; On-site; GBP 42,000 - 60,000; Full time

Job summary

Narayana Health in the UK is expanding its UK-based healthcare operations team and seeks an experienced Team Lead – Patient Experience Support to head the UK voice process team, drive operational performance, and ensure every patient interaction meets high standards of service, empathy, and quality.

You will lead day-to-day Contact Centre operations, monitor inbound/outbound interactions, manage escalations with professionalism, and coach the team.

Qualifications

• 5-7 years of international voice processes experience, specifically UK Voice.
• Minimum 2 years of experience as Team Leader in a UK voice process.
• Excellent spoken and written English communications skills.
• Strong people management, coaching, escalation handling, and stakeholder management capabilities.
• Good analytical, reporting, and problem-solving skills, with the ability to manage performance metrics in a fast-paced environment.
• Healthcare or UK patient support experience is preferred; prior UK voice process experience is mandatory.

Responsibilities

• Lead day-to-day Contact Centre operations, driving productivity, quality, attendance, and SLA adherence.
• Monitor inbound and outbound patient interactions to maintain excellent service standards.
• Manage patient escalations and complaints with professionalism, empathy, and sound judgement.
• Conduct team huddles, performance reviews, coaching, and feedback sessions.
• Track operational KPIs, productivity, shrinkage, attrition and service quality.
• Partner with Quality, Training, and Operations teams to improve performance and processes.
• Support hiring, onboarding, nesting, employee engagement, and team development.
• Ensure adherence to GDPR, data confidentiality, and applicable healthcare compliance standards

Skills

UK Voice

Team Leadership

Customer Service

English Proficiency

Stakeholder Mgmt

Job description

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BepartofagrowingUKhealthcareoperationsteamatNarayanaHealth!

NarayanaHealthisexpandingitsglobalhealthcareoperationsfollowingtheacquisitionofPracticePlusGroup(PPG),UK.WearebuildingourIndia-basedContactCentreteamtosupportpatientexperienceandhealthcareservicedeliveryforpatientsacrosstheUK,includingthoseaccessingserviceswithintheUK’sNHShealthcareecosystem.

WearelookingforanexperiencedTeamLead–PatientExperienceSupportwhocanleadaUKvoiceprocessteam,driveoperationalperformance,andensureeverypatientinteractionmeetshighstandardsofservice,empathy,andquality.

WhatYou’llBeResponsibleFor:

• Leadday-to-dayContactCentreoperations,drivingproductivity,quality,attendance,andSLAadherence.
• Monitorinboundandoutboundpatientinteractionstomaintainexcellentservicestandards.
• Managepatientescalationsandcomplaintswithprofessionalism,empathy,andsoundjudgement.
• Conductteamhuddles,performancereviews,one-on-onecoaching,andfeedbacksessions.
• TrackoperationalKPIs,productivity,shrinkage,attrition,andservicequality.
• PartnerwithQuality,Training,andOperationsteamstoimproveperformanceandprocesses.
• Supporthiring,onboarding,nesting,employeeengagement,andteamdevelopment.
• EnsureadherencetoGDPR,dataconfidentiality,andapplicablehealthcarecompliancestandards

WhatWe’reLookingFor?

• Graduateinanydiscipline.
• 5-7yearsofinternationalvoiceprocessexperience,specificallyUKVoice.
• Minimum2yearsofexperienceasaTeamLeaderinaUKvoiceprocess.
• ExcellentspokenandwrittenEnglishcommunicationskills.
• Strongpeoplemanagement,coaching,escalationhandling,andstakeholdermanagementcapabilities.
• Goodanalytical,reporting,andproblem-solvingskills,withtheabilitytomanageperformancemetricsinafast-pacedenvironment.
• HealthcareorUKpatientsupportexperienceispreferred;priorUKvoiceprocessexperienceismandatory.