Description

Job Title:               Customer Services Manager      

Department:          Customer Services / Administration          

Responsible to:     Head of Customer Services  

 

Job Summary       

To provide strong, visible and consistent leadership across the hospital’s administrative services, ensuring that every patient receives an efficient, caring and professional experience from their first contact through to the completion of their care journey.  

To lead a culture of 5-star customer service, ensuring that Administrative processes are efficient, patient-focused and aligned with the hospital's strategic ambition to be the hospital of choice. 

The role will act as a key link between administrative teams, clinical services, consultants and the wider hospital leadership team. 

Key Responsibilities

Lead and support the hospital’s 5-star customer service strategy, ensuring patients receive consistently professional, compassionate and accessible experience. Establish high service standards across administrative teams, proactively resolve patient concerns, address recurring issues through sustainable improvements, and promote a culture of ownership, dignity, privacy, confidentiality and effective communication. 

Manage Main Reception, Outpatients and Physiotherapy Admin, Advanced Diagnostics, Ward and Day Surgery Admin functions, in partnership with the relevant Team Leads ensuring efficient delivery of booking, registration, correspondence and clinic administration processes; monitor performance, demand and capacity, drive service improvements, strengthen stakeholder communication, manage complex escalations, and support the implementation of systems and processes that enhance patient experience, operational effectiveness and financial performance. 

Directly manage the Outpatients and Physiotherapy Administration Team, supporting their ongoing development and succession planning, with the aim of establishing Team Leader capabilities to assume day-to-day management responsibilities. 

Ensuring efficient operations, effective resource management, strong stakeholder communication, timely issue resolution, continuous service improvement, and the delivery of a high-quality patient experience that supports organisational and financial objectives. 

Lead performance management and continuous improvement across administrative services through the development and monitoring of KPIs, analysis of operational data and patient feedback, implementation of improvement plans, effective communication of performance outcomes, and the optimisation of processes, resources and service delivery standards. 

Embed and champion the hospital’s core values of Caring, Collaborative, Transparent, Sustainable and Efficient, ensuring they are reflected in leadership behaviours, decision-making, service delivery and the patient experience.

1. Leadership and Management 

· Lead and manage the department, providing guidance and support to the staff and ensure a collaborative approach to working across areas. 
· Foster a culture of openness and transparency, promoting individual and collective accountability and responsibility, innovation and excellence, continuous improvement and sharing learning and contributing to strategic planning and decision-making. 
· Responsible for supporting the Executive Team to deliver strategic and professional services for the hospital, playing a key role in supporting management and delivery and the service transformation agenda. 
· Lead and Manage teams in accordance with the National Minimum Standards for Independent Health Care Services in Wales (HIW 2011). 

2. Governance, Compliance and Quality 

· Provide robust evidence and assurance of governance and compliance, ensuring teams comply with HIW standards/national guidelines and ensure departments are inspection ready at all times. 
· Proactively work with internal and external stakeholders to secure improvements in governance. 
· Responsible for continuous audit ensuring high standards of services and maximising patient outcomes. 
· Review and establish current trends to introduce and embed innovation and excellent in practice. 
· Ensure clinical teams deliver effective and evidence-based patient care. 
· Drive governance initiatives, ensuring compliance with local and national regulations. 
· Responsible for continuous monitoring and review of departmental risk registers. 
· Monitor key performance indicators (KPIs). 
· Lead and manage projects to develop the department. 
· Prepare and present reports related to the department, outcomes and trends on a quarterly or annual basis. 

3.  Analytical and Judgement Skills 

· Be competent in analysing and interpreting complex information, facts and figures and situations to make informed decisions. 
· Exercise specialist knowledge across a range of managerial work procedures and practices by having current theoretical knowledge and practical experience. 
· Interpret data from various sources to feed into departmental services, delivery and strategy. 
· To plan and prioritise one’s own work, to ensure effective support to all areas and delivery of key performance indicators and objectives. 
· To regularly monitor and review plans and adjust for changes in local need and in response to changes in national policy guidance.

4. Human Resources 

· To work with the HR department to ensure that robust HR policies and processes are in place in all areas of operational responsibility. 
· Responsible for ensuring HR policies for performance management, sickness absence management, probationary reviews and appraisals are adhered to, staff, including active succession and workforce planning. 

5. Education and Training 

· Conduct a learning needs analysis annually to identify clinical training needs for the department. 
· Identify, and where appropriate, design and deliver training programs to educate staff on an annual basis. 
· Support continuous professional development, ensuring staff are equipped with up-to-date knowledge and skills through effective competency frameworks.

6. Financial and Physical Resources  

Manage budgets and resources effectively and appropriately escalating issues concerning which impact on financial performance. 
Responsible for achieving as a minimum a balanced budget within areas of responsibility, ensuring that any cost improvement programmes are delivered. 
Annually review staffing establishments to account for changes in workload, dependency, services and demographics. 
Responsible for annual review and recommendations for responsible departments Capital Expenditure (CaPex) requirements. 
Working in conjunction with Estates and Avensys, effective management and upkeep of all equipment resources for the department.

Additional Information

• Taking reasonable care for the health and safety of yourself and of other persons who may be affected by your acts or omissions at work in accordance with the Health and Safety at Work Act 1974, the hospitals Safety, Health and Environment Policies and procedures and to cooperate with the hospital on any legal duties placed on it as the employer.
• This job description is not designed to be an exhaustive list of duties and responsibilities but represents the current key areas of work. There will be additional duties and responsibilities implicit within the role.
• The post holder’s duties will always, be carried out in compliance with Hospital policies and procedures.  In particular, the post holder will act in accordance with the Equal Opportunities, Grievance, Disciplinary and Health & Safety Policies, as well as dealing with complaints, confidentiality and quality matters.
• Staff may be required to work in any department to meet the needs of the service, with potentially variable patterns of work that may include weekend working.
• The post-holder must always respect the confidentiality of information in line with the requirements of the Data Protection Act and ensure compliance with associated legislative and Hospital policy.

Person Specification

The following specification represents the range of skills, abilities, and experiences etc, relevant to the position. Applicants are expected to meet the attributes that have been identified as essential.

Qualifications, Education & Training	Essential	Desirable	Method of Evaluation
Maths and English GCSE.   Customer Services Qualification	X	X	Production of qualifications/certificates and application form
Experience
Previous people leader experience.	X		Interview, application and selection process
Previous experience of developing teams.	X
Experience in a patient/customer focused service.	X
Experience of presenting information and performance data.	X
Experience of leading change.	X
Experience of working in luxury service or the Private hospital sector.		X
Experience of problem-solving and decision making.	X
Skills and Attributes
Visible, approachable and supportive management style.	X		Interview, application and selection process
Ability to motivate and develop teams.	X
Ability to manage difficult conversations professionally.	X
Excellent written, verbal and communication.	X
Ability to build positive relationships across varying stakeholder levels.	X
Ability to manage competing priorities.	X
Proactive approach to identifying opportunities for improvement.	X
Ability to manage sensitive and complex situations calmly.	X
Highly organised with strong attention to detail.	X
Commercially aware and able to balance patient experience with operational efficiency.	X

 

The closing date for applications is 23rd October 2026.

We reserve the right to close vacancies prior to the advertised closing date, if a large number of suitable applications are received. We encourage early applications to ensure consideration. 

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 to check for any previous criminal convictions.