Client Service Manager

Role & responsibilities

• Lead and motivate a team of call centre executives, conduct regular performance reviews, and drive a patient-first culture.
  

• Performance Monitoring & Reporting

  Track KPIs (call volumes, booking conversions, cancellations, patient satisfaction) and share weekly/monthly reports with management.

• Operational Management

  Oversee daily contact centre operations, manage team schedules, and ensure smooth inbound/outbound call handling.

• Quality & Compliance

  Monitor call quality, ensure adherence to scripts, GDPR, NHS guidelines, and internal service standards.

• Escalation Handling

  Manage complex patient issues and complaints, coordinating with clinical teams and practice managers for resolution.

• Training & Development

  Onboard new hires, deliver ongoing training on systems, processes, and service protocols to maintain high standards.

• Process Improvement

  Identify workflow gaps, reduce missed appointments, optimize diary utilization, and support patient acquisition campaigns.

• Data Accuracy & CRM Management

  Ensure accurate documentation of all patient interactions in CRM (e.g., SOE, Dentally, Zoho) for compliance and reporting

Preferred candidate profile:

• Excellent English Communication & Interpersonal Skills

  Ability to communicate fluently, confidently, and professionally with patients and team members.

• Proven Leadership Experience

  – Prior experience managing a call centre or client service team (preferably healthcare/dental), with strong coaching and people management skills.

• Performance-Driven & Tech-Savvy

  – Skilled in managing KPIs, reporting, and using CRM/call management systems (e.g., SOE, Dentally, Zoho CRM).

• Organized & Adaptable

  – Strong multitasking, problem-solving, and organizational skills; knowledge of NHS and private treatments is an advantage