Service Manager - Patient Engagement Centre

Our client, one of the UK’s largest specialist providers of diagnostic and healthcare solutions, is looking to hire a Service Manager – Patient Engagement Centre.

Job Description

As the Service Manager, you will be responsible for the leadership of our staff based on the Patient Engagement Centre (PEC). You will be responsible for the direct line management of team leaders and advisors and as the main point of contact you will need to be comfortable working individually and cross-site as part of the wider management team. You will work alongside colleagues from our dynamic and fast-paced sites to ensure our Advisors process accurate referrals, book appointments with ease, and ensure all patients always receive the highest level of care and support. As an integral part of our Management Team, your skills will help us to improve our processes and systems deliver to ensure that we consistently deliver world class patient care.

In your role as Service Manager, your skills and expertise will provide leadership so that we deliver a high-quality, patient-focused service always. By adopting an approach of continuous improvement, you will deliver efficiencies in line with KPIs and objectives while never losing sight of patient and customer satisfaction. You will oversee the day to day duties of your team to ensure patient and customer focus is central to the commercial success of the business.

Qualifications

• Minimum 10 years of proven experience in client services, with a focus on healthcare accounts
• Minimum 5 years of management experience in a mid-to-senior leadership role within a customer-centric environment.
• Demonstrated ability to manage cross-cultural and multi-time-zone stakeholders, effectively partnering with global teams and client stakeholders.
• Experience in developing departmental goals, strategic plans, and performance metrics, including the establishment and management of KPIs.
• Strong experience managing both inbound customer service and outbound operations.
• Proven leadership and team-building capabilities, with the ability to thrive in early-stage or evolving environments.
• Solid understanding of call centre metrics and operational management best practices.
• Strong problem-solving skills, with a hands-on, proactive approach

Important Note: The process for the CAN would be to have a 5–10 slide presentation (onsite, IHP Management) on top of initial and final interviews.

Essential Attributes (Personality & Approach)

• Driven, energetic, and positive attitude – demonstrates resilience and motivation in a fast-paced environment.
• Team driver – able to collaborate effectively, influence peers, and contribute to collective success
• Proactive communicator – clear, concise, and confident in presenting ideas and updates
• Adaptability – comfortable working across time zones and adjusting to evolving priorities.
• Values alignment

Technical Skills (Functional Competence)

• Reporting & Analytics – The ability to generate, interpret, and present key metrics for decision-making
• Data handling – proficient in Excel (pivot tables, lookups, modelling)
• Process orientation – ensures accuracy, compliance, and consistency in documentation and reporting
• Problem-solving mindset – applies analytical thinking to improve forecasting, reporting cycle times, and operational efficiency
• Demonstrate a clear understanding of targets and objectives and be able to communicate this effectively with team members
• Thrive on and stay calm in challenging situations, working well under pressure
• Be skilled in a variety of administrative systems and processes
• Be able to demonstrate an appreciation of patient care and confidentiality
• Have a professional and cooperative attitude even when under pressure
• Be flexible in your working patterns to fulfil requirements and be willing to adjust these at short notice to accommodate unexpected changes