Working for The Royal Marsden

Join our world-class team and you will be part of a centre of excellence with an international reputation and a commitment to developing your career

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Contact Centre Manager

NHS AfC: Band 7

Main area
Administration & Clerical
NHS AfC: Band 7
Full-Time 37.5 hours per week
Job ref
Royal Marsden NHS Foundation Trust
Employer type
The Royal Marsden Hospital
£37,886 - -£47,705 pa inc
27/03/2019 23:59

As a world-leading cancer centre, The Royal Marsden has an international reputation for its on-going commitment to the investment and introduction of all the latest treatments and technology.

The Private Care Directorate is seeking an energetic, passionate and driven Contact Centre Manager to join their innovative and highly successful organisation.

As the Contact Centre Manager, it will be your role to create a contact centre in Private Care to be the hub for all enquiries from the hospital, patients, GPs and other customers managing the patient journey at the beginning of the pathway. Your duty will be to lead, coach and develop a team of coordinators to deliver a high performance, first class service and an exceptional customer experience.

The successful candidate will be responsible to motivate and drive the performance of their team ensuring individual/team targets and KPI's are met, including conversion rate, productivity, call quality and patient experience. He/she should actively seek and recommend opportunities for efficiency, performance or customer experience improvements across the Contact Centre as well as retention and conversion of business.

Our Private Care team runs the most successful NHS private patient unit in the UK and all of the income generated is reinvested in research, facilities and clinical care for the benefit of all our NHS and private patients.  In 2020 we will be opening our new cancer centre for private patients located in Cavendish Square, Marylebone central London.  

The post holder should be flexible to work in all hospital sites (Chelsea, Sutton and Cavendish Square) but will be based in Wallington.   

The advert may be closed earlier if sufficient applications are received.


No smoking policyStonewall equality policy. Equality and justice for lesbians, gay men, bisexual and trans people.Disability confident employerCare quality commission - Outstanding

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Further details / informal visits contact

Qussay Lateef, Head of International Services,

If you have problems applying, contact

Recruitment Support Team
01629 690825