Head of Contact Centre Operations

CLINICAL PARTNERS LIMITED; Remote; GBP 60,000 - 70,000; Full time

Job summary

A healthcare organization seeks an experienced Head of Contact Centre to lead inbound operations via phone, email, and chat. You will manage a large team to ensure efficient handling of patient queries while maintaining high-quality service standards. This role is primarily home-based with occasional travel to London. A strong background in leading contact centres, along with tech-savviness in tools like Salesforce Service Cloud, is essential. The role comes with a competitive salary range and benefits including paid holidays and flexible working options.

Benefits

25 days paid holiday plus bank holidays

Healthcare Cash Plan

Flexible working opportunities

Life Assurance

Access to Wellbeing portal

Qualifications

• Proven experience leading inbound operations in healthcare or regulated sectors.
• Skilled in managing SLAs and service levels.
• Comfortable with CRM and automation tools.

Responsibilities

• Lead and develop a high-performing contact centre team.
• Manage performance against SLAs and KPIs.
• Oversee development of communication channels.

Skills

Contact Centre Experience

Performance Management

Tech-Savvy Mindset

Empathetic Leadership

Process Improvement

Resilience & Adaptability

Growth Mindset

Tools

Salesforce Service Cloud

Job description

As our organisation continues to grow, we re looking for an experienced and purposedriven Head of Contact Centre to lead our inbound operations across phone, email, and chat serving as the first point of contact for our patients. In this pivotal leadership role, you will oversee the daily performance and longterm development of a large and expanding team, shaping the future of our patient experience. You ll bring strong expertise in inbound contact operations and a passion for delivering compassionate, efficient service within a regulated environment. Leading a diverse team responsible for triaging, responding to, and resolving patient queries and will operate with a datainformed, patientfirst mindset while driving excellence across all channels. You will experience purposeful work that allows you to make a meaningful difference at every stage of a patient s journey. Clinical Partners is a growthfocused environment within an ambitious organisation shaping what comes next. We are building an innovationdriven culture where you can help redefine how patients experience contacting a healthcare provider, and supportive leadership from an Operations team committed to your success and longterm impact. If you re passionate about enhancing patient experience and ready to lead a highperforming, missiondriven contact centre, we d love to hear from you. This primarily home-based role requires occasional travel to London for meetings and team collaboration.

Responsibilities

• Lead a large team of agents and team leads, fostering a culture of high performance, accountability, and continuous development.
• Manage daily performance against SLAs and KPIs, ensuring prompt, empathetic, and accurate handling of all inbound contacts.
• Oversee the development and optimisation of phone, email, and chat channels. Leverage Salesforce Service Cloud, automation, and AI tools to drive efficiency, responsiveness, and scalability.
• Act as the owner of first impressions, championing tone, consistency, and quality in all patient interactions.
• Monitor contact volumes, satisfaction scores, resolution times, and other key metrics to support workforce planning, training needs, and continuous process improvement.
• Ensure all contact centre activities meet regulatory, safeguarding, and data protection standards.
• Partner with Clinical, IT, and Operations teams to strengthen escalation pathways and ensure aligned, joined-up communication across the organisation.

Qualifications

• Proven Contact Centre Experience: Leading inbound operations at scale, ideally in healthcare, mental health, or other regulated sectors.
• Performance Management Expertise: Skilled in managing SLAs, service levels, and quality assurance across multi-channel environments.
• A Tech-Savvy Mindset: Comfortable using CRM/contact systems (especially Salesforce Service Cloud) and deploying automation and digital tools.
• Empathetic Leadership: Able to motivate, develop, and support teams while balancing efficiency with warmth and compassion.
• Strong Process Improvement Approach: Experienced in enhancing customer experience while streamlining internal processes.
• Resilience & Adaptability: Calm, confident, and clear-headed under pressure and during change.
• A Growth Mindset: Thrives in a fast-changing, scaling environment where structure is still being built.

At Clinical Partners, we re dedicated to providing accessible, highquality mental health care to thousands of people across the UK. Please note that this position requires a Disclosure and Barring Service (DBS) check as part of our commitment to safeguarding and ensuring the safety of our clients and staff. The successful candidate will be required to undergo a DBS check before commencing employment.

Salary and Benefits

• 60,000-70,000 per annum, depending on experience.
• 25 days paid holiday (increasing with service to 28 days) plus bank holidays.
• A day off for your birthday.
• Healthcare Cash Plan
• Benefits Platform
• Life Assurance
• Discount Vouchers
• Flexible working opportunities to suit your personal needs
• Opportunities to take part in charitable events
• Access to a Wellbeing portal and Employee Assistance Programme (EAP)