About this role
Job summary
The Customer Services Manager plays a key leadership role in delivering an exceptional patient experience across St Josephs Hospital. Responsible for leading and developing administrative services, this position ensures patients receive a professional, compassionate and efficient service from their first contact through to the completion of their care journey. Working closely with clinical teams, consultants and hospital leaders, the post holder will drive service excellence, continuous improvement and operational efficiency across a range of customer-facing functions. As a visible and supportive leader, you will champion a 5-star customer service culture, develop high-performing teams and help ensure the hospital continues to provide outstanding patient care and service.
Main duties of the job
Lead and manage administrative and customer service teams across the hospital.Deliver a high-quality, patient-focused service and promote a 5-star customer experience.Oversee reception, outpatient, physiotherapy, diagnostics, ward and day surgery administration functions.Monitor performance, manage resources and drive continuous service improvements.Develop, support and motivate teams to achieve high standards of service delivery.Resolve complex patient and operational issues effectively.Analyse performance data and KPIs to improve efficiency and patient satisfaction.Ensure compliance with governance, quality and regulatory requirements.
About us
At St Josephs Hospital, were more than a healthcare provider, were a community of dedicated people working together to make a real difference in the lives of others. Whether youre delivering care on the front line, supporting services behind the scenes, or leading innovation, every role contributes to our shared purpose.
Our values guide everything we do, how we care for patients, support our colleagues, and shape the future of our organisation.
Together, were shaping a future where everyone can thrive, our patients, our staff, and our community.
Job description Job responsibilities
Lead and support the hospitals 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 hospitals 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 ones 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.
Person Specification
Experience Essential
Previous people leader experience. Previous experience of developing teams. Experience in a patient/customer focused service. Experience of presenting information and performance data. Experience of leading change. Experience of working in luxury service or the Private hospital sector. Experience of problem-solving and decision making.
Skills and Attributes Essential
Visible, approachable and supportive management style. Ability to motivate and develop teams. Ability to manage difficult conversations professionally. Excellent written, verbal and communication. Ability to build positive relationships across varying stakeholder levels. Ability to manage competing priorities. Proactive approach to identifying opportunities for improvement. Ability to manage sensitive and complex situations calmly. Highly organised with strong attention to detail. Commercially aware and able to balance patient experience with operational efficiency.
Qualifications Essential
Maths and English GCSE. Customer Services Qualification.
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 details Employer name St Joseph’s Hospital
Address Harding Avenue
Malpas
Newport
NP20 6ZE
United Kingdom
Employer's website https://www.stjosephshospital.co.uk/ (Opens in a new tab)