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We’re looking for an experienced and driven Contact Centre Liaison Manager to join Practice Plus Group. This is a high-impact role acting as a key link between our hospital sites and our central contact centre function.
You’ll play an important role in supporting a seamless patient journey by strengthening collaboration, improving consistency in processes, and enhancing the overall patient experience across multiple sites. This is an exciting opportunity to contribute to the ongoing development of a more integrated and high-performing contact centre service, while driving continuous improvement and innovation.
The role offers flexibility with a predominantly remote or site-based working approach across the UK, alongside travel to hospital sites and occasional travel as required to support wider service operations.
As our Contact Centre Liaison Manager, you will be:
- Acting as the primary liaison between hospital teams and the central contact centre function
- Building strong relationships with operational teams, clinicians, and service leaders
- Overseeing appointment booking, cancellations, and patient communications to ensure a smooth and effective patient pathway
- Monitoring performance against KPIs such as call handling, booking accuracy, and response times
- Identifying trends, risks, and opportunities to improve efficiency and patient experience
- Leading continuous improvement initiatives and supporting service development
- Acting as an escalation point for complex issues, ensuring timely resolution and root cause analysis
- Supporting compliance with UK healthcare regulations, including GDPR and NHS standards
- Designing and delivering training to ensure consistency and alignment across all teams and locations
With strong experience in operational leadership — ideally within healthcare, contact centre, or service delivery environments— you will also demonstrate:
- Proven ability to manage stakeholders across multiple teams and locations
- Experience working with contact centre operations and performance metrics
- Excellent communication and relationship-building skills
- Ability to analyse data, identify trends, and drive service improvement
- A proactive, solutions-focused mindset with strong problem-solving capability
- Understanding of patient pathways, appointment management, and healthcare service delivery (desirable)
- Willingness to travel across UK sites as required
What you can expect in return
- Salary of up to £75,000 per annum, depending on experience
- car allowance
- 25 days annual leave (increasing with service), plus bank holidays
- An extensive range of wellbeing and lifestyle benefits
- Practice Plus Group Perks – discounts and cashback with major retailers
- Employee assistance and occupational health support
- Access to our bespoke e-learning platform and ongoing development opportunities
To apply for the role, click on the link below. If you have any questions, please contact [email protected] in our friendly resourcing team.
Our employment offers are subject to satisfactory pre-employment checks. Practice Plus Group promotes diversity and equal opportunities.
Applicants must have the right to work in the UK.
