Head of Customer Service
Location: KIMS Hospital, Maidstone, with travel to Sevenoaks Medical Centre and other Lyca facilities as required
Hours: 40 Hours per week. Flexible shifts between 06:30 - 20:30 (Monday-Friday) and 06:45 - 20:00 (Saturday-Sunday)
Salary: Competitive + Benefits
Are you a dynamic and results-driven leader with a passion for delivering exceptional customer service?
KIMS Hospital, the largest independent hospital in Kent, is seeking a Head of Customer Service to lead and develop a multi-functional team responsible for:
- Managing private medical insurance (PMI) patient bookings
- Driving self-pay sales and conversions
- Overseeing front-of-house and patient enquiries across multiple departments
- Centralising the approach to the management of patient enquiries across multiple departments within the KIMS and Lyca network
This is a fantastic opportunity to make a real impact in a fast-paced healthcare environment, ensuring outstanding patient experiences while driving sales performance and operational efficiency.
What You’ll Be Doing:
- Leading a large, multi-disciplinary team across teams including but not limited to patient reservations, self-pay sales, front-of-house, and call centre services
- Driving self-pay business growth by working closely with consultants, medical secretaries, and business development teams
- Developing streamlined booking and enquiry processes to improve patient experience
- Ensuring reception and enquiry teams provide professional, welcoming, and efficient service Managing and optimising resources to meet operational and budgetary targets
What We’re Looking For:
- At least four years of experience in a senior customer service and/or sales role
- Strong leadership skills with a track record of building high-performing teams
- Excellent communication, negotiation, and influencing abilities
- The ability to thrive in a fast-paced, customer-focused environment
- Experience in healthcare is desirable but not essential
- Degree-level qualification preferred
Why Join KIMS Hospital?
- Work for an award-winning, patient-focused hospital
- Lead a team that makes a real difference in people’s healthcare journeys
- Enjoy a supportive and collaborative work environment
If you’re a motivated leader with a passion for customer excellence, we’d love to hear from you!
KIMS Hospital employees enjoy the following benefits:
- Competitive Salary
- 33 Days annual leave plus extra time off for your birthday
- Free secure staff parking
- Pension scheme
- Private health insurance
- Life assurance
- Up to 40% off some of KIMS Hospital services
- Employee Assistance Platform
- Retail discounts and cashback
- Discounted gym membership
- Annual flu vaccination
- Free eye test
At KIMS Hospital we are committed to building a diverse and inclusive working environment. We strive to create a workforce that reflects the communities we serve and are proud to be an equal opportunities and disability confident employer.
If you have any queries regarding this vacancy, Juliet would be happy to help. Please give her a call on 01622 538114 or email recruitment@kims.org.uk.
Any offers of employment made by KIMS Hospital for this/these position(s) will be subject to proof of eligibility to work in the UK and receipt of a satisfactory DBS Certificate from the Disclosure & Barring Service. Information about the DBS checks can be found at[link removed]
