Front of House Manager

KIMS Hospital; Maidstone; On-site; GBP 18,000 - 30,000; Full time

Benefits offered by this job

Free Secure Staff Parking

Pension Scheme

Private Health Insurance

33 Days annual leave plus extra time =

Life Assurance

Free Eye Test

Job summary

KIMS Hospital in Maidstone is seeking a Front of House Manager to lead our Front of House, Switchboard, Administration and Helpdesk functions. This permanent role oversees patient, visitor and colleague experience from first contact, shaping a positive, empowering environment for teams.

The successful candidate will be an empathetic leader who builds strong relationships with clinicians, secretaries and administrators while guiding change in a busy healthcare setting. Salary up to £30,000.

Qualifications

• Experience in a customer-facing reception, administration or client service management role.
• Ability to motivate teams and manage change in a fast-paced environment.
• Excellent communication and organisational skills under pressure.
• Understanding of quality and customer care in a healthcare setting.

Responsibilities

• Lead and develop Front of House teams to deliver exceptional customer service.
• Champion the patient experience, ensuring a friendly and efficient service at contact points.
• Manage performance using patient satisfaction and feedback metrics.
• Plan staffing, rosters and resources while controlling costs.
• Drive continuous improvement, handle complaints and incidents, and implement learning.
• Provide professional reception and administration services across departments.

Skills

Leadership

Customer service

Communication

Organisational skills

Education

A Level or NVQ Level 3 in Customer Service

Job description

Contract: Permanent, 37.5 hours per week

Shifts: Between 06:30 and 20:30, Monday to Sunday

Salary: Up to £30,000 per annum

Are you a confident and inspiring people leader who is passionate about delivering an outstanding patient experience? Do you thrive in a busy, customer-focused environment where no two days are the same? Could you lead a team to deliver exceptional service while driving continuous improvement and operational excellence? If you can answer yes, we would love to hear from you.

KIMS Hospital, Maidstone are looking for an enthusiastic and experienced Front of House Manager to lead our Front of House, Switchboard, Administration and Helpdesk functions at KIMS Hospital.

This is a key leadership role, responsible for ensuring that every patient, visitor, consultant and colleague receives a consistently excellent experience from their first interaction with KIMS. You will be a visible role model for outstanding customer service, creating an environment where your teams feel supported, empowered and motivated to deliver their best.

The successful candidate will be a strong and empathetic leader who can build trust, inspire others and confidently manage change within a fast-paced healthcare environment. You will also play an important role in developing positive relationships with consultants, GPs and medical secretaries, supporting a seamless patient journey and the continued growth of the hospital.

Key Responsibilities

• Lead and develop the Front of House teams, creating a positive, supportive and collaborative environment where colleagues feel valued, empowered and motivated to deliver exceptional customer service.
• Champion the patient experience, ensuring patients, visitors, consultants and colleagues receive a friendly, professional and efficient service at every point of contact.
• Manage operational performance, using measures such as patient satisfaction, telephone statistics and feedback to identify opportunities for improvement and ensure consistently high standards.
• Plan and manage staffing and resources, ensuring rotas, training and team capacity reflect changing business needs while maintaining quality and effective cost management.
• Drive continuous improvement and service excellence, developing processes, encouraging innovation, managing complaints and incidents effectively, and ensuring that learning leads to positive change.
• Deliver a professional, friendly, and efficient reception and administration service, always ensuring an exceptional patient experience.
• Manage patient appointments, including booking, amending, and cancelling appointments across multiple departments, while maintaining accurate patient records.

What We’re Looking For

• Previous experience in a similar customer-facing reception, administration or client service management role, ideally within a private healthcare or high-quality customer service environment.
• Proven experience as an inspiring and successful leader, with the ability to motivate teams, manage change and build strong working relationships.
• Excellent communication, interpersonal and organisational skills, with the ability to work effectively under pressure, meet deadlines and maintain a strong focus on customer care.
• Understanding of quality management systems and customer care within a healthcare environment.
• A Level or NVQ Level 3 in Customer Service, or equivalent qualification.
• IT literacy and the ability to use technology effectively are also important to the role.

Why Join KIMS Hospital?

You’ll join a collaborative one-team environment, working alongside colleagues across the hospital to achieve shared goals. We value integrity, honesty, respect and a calm, constructive approach, while encouraging our people to develop their knowledge, make decisions and continually look for better ways of working.

KIMS Hospital employees enjoy the following benefits:

• Free Secure Staff Parking
• Pension Scheme
• Private Health Insurance
• 33 Days annual leave plus extra time off for your birthday
• Life Assurance
• Free Eye Test

At KIMS Hospital we are committed to building a diverse and inclusive working environment. We strive to create a workforce that reflects the communities we serve and are proud to be an equal opportunities and disability confident employer.

Any offers of employment made by KIMS Hospital for this/these position(s) will be subject to proof of eligibility to work in the UK and receipt of a satisfactory DBS Certificate from the Disclosure & Barring Service. Information about the DBS checks can be found at https://www.gov.uk/disclosure-barring-service-check