Patient Services Assistant Manager (Contact Centre)

Core System; Harlow; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading healthcare provider in the UK is seeking a Contact Centre Assistant Manager to enhance patient services and lead a team in the contact centre. This role focuses on achieving performance targets, ensuring quality standards, and fostering strong stakeholder relationships. The ideal candidate should have significant experience in people management and a strong background in contact centres, particularly in a healthcare environment. This is a fixed-term contract with potential for extension.

Qualifications

• Proven ability to develop and monitor team performance.
• Experience in a patient-focused environment is essential.
• Capability to think critically under pressure.

Responsibilities

• Manage contact centre performance for KPIs and quality standards.
• Develop strong stakeholder relationships.
• Ensure adherence to governance and compliance standards.

Skills

People management experience

Contact centre experience

Strong interpersonal skills

Ability to prioritise work

Analytical skills

Tools

Contact centre technology

Job description

About The Role

Are you passionate about delivering exceptional customer service and leading teams to success? Lloyds Clinical are recruiting for a Contact Centre Assistant Manager to join our dynamic Patient Services team, leading and monitoring the daily operations of the contact centre. This is a pivotal role where you will ensure optimal team performance, adherence to quality standards and enhancement of the patient experience.

Key responsibilities:

• Manage and monitor contact centre and team performance to deliver KPIs, targets, quality standards and outcomes.
• Manage and monitor contact centre workload plan, ensuring optimal performance and KPI achievement.
• Manage and develop the performance and potential of the team.
• Manage and monitor team’s adherence to all governance, risk, compliance and quality standards and expectations.
• Develop strong stakeholder relationships to improve patient services and develop operational insights

This is a fixed term contract for 6 months with potential to extend.

Please note: The application deadline is Wednesday 13^th August 2025. After this date, the advert will be closed and applications will be reviewed by the hiring managers.

About You

To be successful in this position, we are looking for:

• Strong experience in people management
• Experience within a contact centre particularly within a healthcare/patient focused environment
• Willingness to work collaboratively with others, both within and outside the contact centre, to achieve common goals.
• Adhering to a high standard of integrity, professionalism, and confidentiality in all interactions.
• Ability to quickly identify issues and develop practical solutions in a timely manner.
• Capability to think critically and make informed decisions under pressure.
• Proven ability to prioritise work based on need/demand.
• Strong interpersonal skills with the ability to grow, lead and motivate a team and manage stakeholder relationships
• Skill in utilising contact centre technology and analytics tools to monitor and evaluate team performance.
• A Strategic and analytical mindset

Commutable From:Great Parndon, Stanstead Abbots, Harlow, Nazein, Hoddesdon, Widford, Broxbourne, Epping Green, Ware, Sheering, Sawbridgeworth, Much Hadham, Thundridge

Research has shown people from minority groups are less likely to apply for a role unless they meet 100% of the criteria. If you think you could be a good fit for the role but don’t meet all of the criteria, please continue to submit an application for us to review

About Us

We pride ourselves on being an equal opportunities employer, committed to diversity & inclusion, taking a person-centred approach to our interview process that is fair and free from both discrimination and bias. If you have any reasonable adjustment needs arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with our resourcing team

At Lloyds Clinical, with over four decades of experience supporting patients since 1975, we are dedicated to delivering exceptional clinical homecare services to more than 100,000 patients in their own homes, workplaces, or communities across the UK. Our comprehensive range of treatments spans from medication delivery to specialised nursing for complex conditions such as home parenteral nutrition, chemotherapy, IV antibiotics, enzyme replacement therapy, rheumatoid arthritis, multiple sclerosis, and beyond. Working in collaboration with the NHS, pharmaceutical companies, and private medical insurers, we prioritise patient care and are guided by our values of Delivering together, Being Accountable, Giving it our all and Continually Improving to provide the highest standards of service delivery and patient outcomes.