Contact Centre Liaison Manager

As our Contact Centre Liaison Manager, you will be:

• Acting as the primary liaison between hospital teams and the central contact centre function
• Building strong relationships with operational teams, clinicians, and service leaders
• Overseeing appointment booking, cancellations, and patient communications to ensure a smooth and effective patient pathway
• Monitoring performance against KPIs such as call handling, booking accuracy, and response times
• Identifying trends, risks, and opportunities to improve efficiency and patient experience
• Leading continuous improvement initiatives and supporting service development
• Acting as an escalation point for complex issues, ensuring timely resolution and root cause analysis
• Supporting compliance with UK healthcare regulations, including GDPR and NHS standards
• Designing and delivering training to ensure consistency and alignment across all teams and locations

With strong experience in operational leadership — ideally within healthcare, contact centre, or service delivery environments— you will also demonstrate:

• Proven ability to manage stakeholders across multiple teams and locations
• Experience working with contact centre operations and performance metrics
• Excellent communication and relationship-building skills
• Ability to analyse data, identify trends, and drive service improvement
• A proactive, solutions-focused mindset with strong problem-solving capability
• Understanding of patient pathways, appointment management, and healthcare service delivery (desirable)
• Willingness to travel across UK sites as required

What you can expect in return

• Salary of up to £75,000 per annum, depending on experience
• car allowance
• 25 days annual leave (increasing with service), plus bank holidays
• An extensive range of wellbeing and lifestyle benefits
• Practice Plus Group Perks – discounts and cashback with major retailers
• Employee assistance and occupational health support
• Access to our bespoke e-learning platform and ongoing development opportunities

To apply for the role, click on the link below. If you have any questions, please contact [email protected] in our friendly resourcing team.

Our employment offers are subject to satisfactory pre-employment checks. Practice Plus Group promotes diversity and equal opportunities.

Applicants must have the right to work in the UK.