Senior Enquiry Advisor

Senior Enquiry Advisor (Team Leader) Job Description

Location: National Enquiry Centre, Springfield Hospital, Chelmsford, Essex or National Enquiry Centre, Nottingham Woodthorpe

Full Time - 37.5 Hours per week

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 you’re 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.

• 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.

• 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.

At Ramsay Health Care UK, our people are at the heart of our success. Our benefits are designed to support your wellbeing, work-life balance and career development, because we’re people caring for people:

• Private Medical Cover, with the option to add your partner and dependants
• Discounted Bupa Dental Insurance
• Life Assurance (Death in Service) x3 your base salary
• Private Pension, with Ramsay matching up to 5% after a qualifying period
• Employee Assistance Programme

• 25 days annual leave + bank holidays, with the option to buy or sell additional days
• Flexible shift patterns, where possible
• Family friendly policies including enhanced parental leave
• Volunteer leave to support causes that matter to you

• Training and Development via the Ramsay Academy to support your career development
• Colleague recognition programme to celebrate our people

• Access to our benefits platform, offering a wide range of discounts
• Cycle2
  
  Work scheme
• Subsidised staff restaurant, where possible
• Free parking on site, where possible

Ramsay Health Care UK is a well-established global…