• Job Description

  Req#: R1137797

  Job Description:

  Head of Concierge and Patient Experience

  Cromwell Hospital London, South Kensington

  Permanent

  Up to 72K & Eligible for Management Bonus Scheme

  Full time - 37.5 hours per week

  Here you’ll be welcomed. We champion diversity and we understand the importance of our people representing the communities and customers we serve. You’ll find an inclusive environment where you can be yourself and where everyone is driven by the same purpose – helping people live longer, healthier, happier lives and making a better world.

  Role Overview

  We are looking for a visionary leader with a passion for transforming patient and customer experience. You will be a dynamic individual who will lead our patient and customer experience initiatives encompassing our contact centre, clinic scheduling teams and front of house teams. Your leadership will be instrumental in driving us towards our goal of providing world class care customised to each patient. As Head of Concierge and Patient Experience you will pay a crucial role in ensuring a seamless patient journey from the first point of contact to the first in person interaction at our Cromwell Hospital. Your accountability will extend to creating a frictionless and streamlined experience for our patients, optimising every step of their journey. Your interactions won't just be limited to internal teams, you will engage with patients, visitors, Consultant Doctors and all key departments across the hospital. And as a pivotal member of our Senior Leadership Team your influence will be felt in shaping the hospital's strategic direction. If you're ready to lead with passion drive change and elevate patient experience to new heights, we want to hear from you.

  What you’ll do:

  In this critical role you will embody leadership both personally and through your team. Your leadership will set the tone for our hospital’s commitment to customer service and patient experience. You will ensure that all staff members within your area of responsibility understand and embrace our service standards. You’ll own and define key performance measures that demonstrate the tangible outcomes of our ambitious targets. Your leadership will be instrumental in upholding regulatory compliance standards, including directives from organisations such as the CQC and with a keen focus on governance, quality, safety and care, you’ll guarantee that our service maintains the highest standards.

  What you’ll bring:

  • Proven track record of inspirational leadership and team management as you guide your teams towards delivering high quality and seamless patient journeys, you will be at the forefront of fostering a culture of excellence and empowerment

  • Deep expertise in customer service with a knack for driving results

  • Exceptional cross-functional collaboration and coordination skills

  • Demonstrable experience of managing a multi-functional service in either a service led background, contact centre, or equivalent

  • Experience of change management, workforce planning and developing training programmes to support induction and retention

  Why Bupa?

  We are a health insurer and provider. With no shareholders, our customers are our focus. We reinvest profits into providing more and better healthcare for the benefit of current and future customers.

  Our benefits are driven by what matters to our people. It’s important to us that these benefits support a work-life balance that keeps people healthy, both mentally and physically. You will be eligible for:

  • 25 days holiday, increasing through length of service, with option to buy or sell

  • Bupa health insurance as a benefit in kind

  • An enhanced pension plan and life insurance

  • Eligible for Management Bonus Scheme

  • Onsite gyms or local discounts where no onsite gym available

  • Various other benefits and online discounts

  Diversity and Inclusion

  Bupa is committed to making sure that every applicant is assessed solely on personal merit and qualifications. We actively celebrate the diversity of our colleagues and provide an inclusive environment so you can bring your true self to Bupa. We’ll make sure you are treated fairly. That’s why we’re happy to offer reasonable adjustments as part of our recruitment process to anyone that needs them.

  Whether you’ve found your feet or are discovering a new path.

  Welcome to a place that celebrates you.

  This isn’t where you've been.

  This is where you're going.

  This is what we have belief in.

  Time Type:

  Full time

• About the company

  Bupa's origins and global headquarters are in the United Kingdom.

Notice