Lead the Patient Journey. Drive Performance. Support Growth.
We are seeking an experienced and commercially minded Patient Contact Centre Manager to lead our central patient enquiry team across a growing dental group.
This is a key leadership role for someone who can balance people, performance, patient experience, and commercial results. You will be responsible for leading a high-performing team that manages inbound enquiries, books appointments, supports patient retention, and drives conversion across general dentistry, private dentistry, and cosmetic treatment pathways.
The successful candidate will be a confident leader with strong operational discipline, excellent communication skills, and a passion for delivering an outstanding patient journey from first enquiry through to appointment booking.
Key Responsibilities
- Lead, coach, and motivate a team of patient coordinators
- Monitor call volumes, response times, abandonment rates, booking efficiency, and conversion performance
- Drive KPIs across appointment booking, cosmetic consultation conversion, patient retention, and chair utilisation
- Support and develop team members through regular one-to-ones, performance reviews, and training
- Audit calls and patient interactions to maintain high standards of service, compliance, and professionalism
- Work closely with senior leadership, clinicians, practice managers, and marketing teams to align enquiries with practice capacity and campaigns
- Oversee the effective use of CRM and dental practice management systems to ensure accurate records and efficient follow-up
About You
We are looking for a proactive and results-focused leader who can bring structure, accountability, and energy to a busy patient contact centre.
You will ideally have:
- Proven experience managing a large team in a high-volume, performance-driven environment
- Experience within dental, healthcare, medical aesthetics, contact centre, or customer service operations
- Strong understanding of KPIs, conversion rates, service levels, and performance improvement
- Excellent communication, coaching, and people-management skills
- Ability to analyse data, identify gaps, and implement practical solutions
- A calm, professional, and patient-focused approach
Experience with private dentistry, cosmetic treatment pathways, or dental software such as Software of Excellence or Dentally would be highly desirable.
Why Join Us?
- Competitive salary with performance-linked bonus
- A respected and growing dental group with ambitious plans
- Supportive senior leadership and collaborative teams
- Real autonomy and influence in a key operational role
- Ongoing professional development and career growth
How to Apply
If you are an experienced contact centre or healthcare operations leader who is passionate about people, performance, and patient experience, we would love to hear from you.
Please apply with your CV and a brief supporting statement outlining your suitability for the role.
Pay: From £29,250.00 per year
Experience:
- Management: 2 years (preferred)
Work Location: In person
