JOB OVERVIEW

The Patient Services Manager is responsible for the day to day line management of the Patient Services Team, ensuring the delivery of compassionate, professional, and efficient service in a complex and high demand environment. This role focuses on team motivation, behavioural standards, and resilience building, ensuring all tasks are completed to a high standard while staff are inducted, trained, supported and developed.

QUALIFICATIONS

• GCSE Grades 4–9 (or equivalent) in Maths and English (essential)
• NVQ Level 3 (or equivalent) in Team Leadership (desirable)
• Customer support experience (essential)
• Experience in a busy call-handling environment (essential)
• Background in administration (essential)
• First-line people management experience (essential)
• NHS / primary care general practice experience (desirable)
• Experience of coordinating staff rotas (desirable)
• Experience using healthcare systems such as EMIS or Docman (desirable)
• Strong communication skills (written, verbal, presenting) (essential)
• Confident with multiple forms of technology (essential)
• Excellent IT skills and digital adaptability (essential)
  Hours: 37.5 per week
  Salary: £16.82
  Job Type: Full-time
  Pay: £32,889.13 per year

Benefits:

• Cycle to work scheme
• Employee discount
• Free parking
• On-site parking

Work Location: In perso

• Lead and manage the team – Build a high-performing, accountable, and empathetic team that delivers patient-centred service, managing conduct, professionalism, and behaviour appropriately.
• Recruit, train, and develop staff – Oversee induction, training, coaching, and ongoing professional development, while supporting pastoral care and building resilience.
• Oversee daily operations – Manage workflows, admin responsibilities, absence, performance, and ER issues, ensuring smooth, safe, and efficient patient pathways.
• Handle complex patient interactions – Confidently and compassionately deal with queries, complaints, and situations involving challenging or anti-social behaviour.
• Monitor and improve quality – Audit call handling, admin processes, and task completion against KPIs; analyse data to identify service gaps; and drive improvements through coaching and feedback.
• Collaborate with leadership – Work closely with management, escalate concerns, deputise for senior leaders, and provide emergency operational cover when required.