New Enquiry Team Manager

Integrated Care System; London; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading independent charitable private hospital in London seeks a New Enquiry Team Manager to lead the Enquiry Team, the first point of contact for patients and referrers. This role involves managing a team, ensuring excellent inquiry handling, and meeting key performance metrics. Candidates should have experience in leadership within a call center environment, a strong analytical mindset, and the ability to foster a compassionate, patient-first atmosphere. Join a mission-driven organization where your work directly contributes to funding an on-site hospice.

Qualifications

• Proven experience managing a sales-focused call center team, ideally within healthcare or service-led industry.
• A natural leader with the ability to motivate, support, and develop individuals.
• Strong analytical mind capable of interpreting data.
• Self-starter who is proactive, solutions-oriented, and innovative.
• Excellent interpersonal skills and emotional intelligence.

Responsibilities

• Leading and inspiring a team of Enquiry Advisors handling inbound and outbound calls.
• Ensuring prompt, compassionate, and efficient responses to enquiries.
• Following up on leads to maximize bookings.
• Monitoring KPIs and conversion rates.
• Producing and analyzing business intelligence reports.
• Overseeing the self-pay pathway, including generating patient quotes.
• Driving continuous improvement and identifying opportunities.
• Building relationships with consultants and their offices.

Skills

Leadership

Analytical skills

Interpersonal skills

Sales management

Customer service

Job description

Go back The Hospital of St John and St Elizabeth

New Enquiry Team Manager

The closing date is 03 August 2025

Candidates are advised to apply directly using the followinglink:

https://hje.kallidusrecruit.com/vacancyinformation.aspx?vguid=ede95ec8-0103-4eee-9b25-c4bece4a6d85

Please note, only applications received through the employer'swebsite will be reviewed.

Compassion. Commitment. Charity. Caring.These arent just words at St. John & St. Elizabeth Hospital they are the values that shape every patient experience, every staff interaction, and the care we provide. As one of the UKs leading independent charitable private hospitals, our profits go directly towards funding our on-site hospice. This purpose guides us and now were looking for someone equally inspired to join us as our New Enquiry Team Manager.

Main duties of the job

We are seeking a dynamic, motivated, passionate and experienced team leader to manage our New Enquiry Team the first point of contact for patients, insurers and other referrers

About us

Located in leafy St Johns Wood on the Jubilee line, minutes from Central London, our luxury private Hospital has an international reputation for providing the highest quality of care to patients and is unique in that all profits fund our onsite Hospice, St Johns

Job responsibilities

• Leading and inspiring a team of Enquiry Advisors handling inbound and outbound calls from patients, insurers, and GP practices.
• Ensuring prompt, compassionate, and efficient responses to enquiries, turning leads into bookings.
• Following up on all warm leads to a conclusion with the aim to convert as many opportunities to bookings
• Monitoring KPIs and conversion rates, identifying booking barriers, and ensuring streamlined patient journeys.
• Producing and analysing business intelligence reports: consultant trends, enquiry sources, performance metrics, and roadblocks.
• Overseeing the self-pay pathway, including generating and issuing patient quotes.
• Driving continuous improvement, identifying opportunities, and proactively implementing solutions without waiting to be asked.
• Building relationships with consultants and their offices

Person Specification

Experience

• Proven experience managing a sales-focused call centre team, ideally within healthcare or a service-led industry.
• A natural leader with the ability to motivate, support, and develop individuals and a growing team.
• Strong analytical mind someone who can see the story in the data and act on it.
• A self-starter who is proactive, solutions-oriented, and innovative.
• Excellent interpersonal skills and the emotional intelligence to work within a compassionate, patient-first environment.

Disclosure and Barring Service Check

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 (formerly known as CRB) to check for any previous criminal convictions.

Employer name

The Hospital of St John and St Elizabeth