Senior Enquiry Advisor

Job Description

Senior Enquiry Advisor (Team Leader)

Location: National Enquiry Centre Springfield Hospital Chelmsford Essex
Reports to: Contact Centre Manager
Department: National Enquiry Centre
Direct Reports: Enquiry Advisors

At Ramsay Health Care UK we believe in People Caring for People. Our culture is built on strong relationships sustainable growth and a commitment to constant improvement. If youre passionate about leading teams and delivering exceptional service we want to hear from you.

As a Senior Enquiry Advisor (Team Leader) you will lead coach and motivate a team of contact centre enquiry advisors to achieve their performance targets while ensuring the highest standards of customer service. You will also work closely with our hospital teams to support private growth.

• Lead and support a team to consistently achieve their KPIs through effective coaching mentoring and performance monitoring.
• Identify training and development needs building a high-performing team with robust knowledge of processes and services.
• Communicate staff performance trends and business insights to the Contact Centre Manager.
• Ensure all customers receive accurate and timely information always maintaining professionalism.
• Confidently communicate service offerings including pricing and availability to clients and stakeholders.
• Oversee call centre operations ensuring calls are answered within agreed service levels.
• Monitor and allocate incoming work streams efficiently.
• Ensure all enquiries are handled professionally and promptly across all channels.
• Support the team in improving conversion rates from enquiries to appointments ensuring all activity is recorded.
• Liaise with medical secretaries consultants and unit contacts to keep information up to date.
• Maintain accurate records across all booking and enquiry systems.
• Adhere to and role model quality expectations.
• Serve as the key point of contact for the Private Patient Manager at your assigned hospital cluster. Proactively sharing insights into performance and collaborating to support private growth.

• Meet call handling self-pay sales insurer and quality KPIs.
• Follow escalation processes and communicate barriers to bookings.
• Ensure all quality measures are met and continuous improvement is driven.

Essential

Experience:

• Previous customer service experience.
• Experience using Patient Administration Systems (PAS).
• Proven track record in driving performance improvements across a team.
• Previous sales experience and experience in a call centre environment.
• Experience in coaching mentoring and providing training.
• Strong stakeholder management skills.

Desirable:

• Experience in a sales-focused environment working to performance targets.
• Previous leadership experience in a contact centre or customer service environment.
• Experience leading continuous improvement initiatives.

• 25 Days Leave Bank Holidays
• Buy & Sell Flexi Leave Options
• Private Pension where Ramsay will match up to 5% after a qualifying period
• Enhanced Competitive Parental Leave Policies
• Private Medical Cover with option to add partner & dependants
• Life Assurance (Death in Service) x3 base salary
• Free Training and Development via the Ramsay Academy
• Subsidised staff restaurant
• Concerts for Carers
• Employee Assistance Programme
• Cycle2
  
  Work scheme available in partnership with Halfords
• The Blue Light Card Scheme

Ramsay Health Care UK is a well-established global hospital group with over 50 years experience. We are a global provider operating in 11 countries with 77000 staff who treat 8 million patients each year. It is well respected within the healthcare industry and is one of the leading providers of independent hospital services in England. We are well known for our strong long-standing relationship with the NHS.

We love people with a positive can do attitude who want to make a difference in their work. Our employees are Ramsay. The skills and commitment of our employees forms the basis for our success.

We know our people are our greatest asset our business is growing and we would like you to join us. The Ramsay Way culture recognises that people staff and doctors are…