Head of Primary Care Contact Centre Operations

Head of Primary Care Contact Centre Operations

Location: Trigg House, Prestatyn
Full time 37.5 hours per week
Permanent
Salary: Competitive

We’re looking for an experienced Head of Contact Centre Operations for our Primary Care division at HCA Healthcare UK, based in our Prestatyn facility. As part of your role, you will be part of the wider Revenue Cycle Shared Service (RCSS) function.

Reporting directly into the Contact Centre Director, you’ll play a pivotal role in managing operational performance of the entire Primary Care Contact Centre function with your strategic management and hands on approach.

Above all else, we’re committed to the care and improvement of human life. It’s this guiding vision that influences everything we do at HCA UK. From the CEO to the colleagues on the floor we all have a part to play in delivering exceptional care to our patients. Other’s may think this is just a role in Quality Process and Improvement Analyst, but to us, you’ll be part of a wider team with a unique sense of purpose, one that helps improve lives on a daily basis.

What you’ll do:

• Lead the creation and execution of the contact centre's long-term strategy to enhance service quality, improve customer satisfaction, and align with broader organizational goals.
• Foster strong relationships with internal stakeholders (e.g., senior leadership, IT, HR, Shared service providers) to ensure alignment on organizational goals and service standards.
• Establish clear, measurable objectives for performance based on balanced scorecards and key performance indicators (KPIs) and develop frameworks to monitor contact centre performance
• Lead, inspire, and develop a high-performing contact centre team, ensuring all people have the skills, training, and resources to deliver exceptional service.
• Monitor and optimize day-to-day operations, ensuring that service levels, productivity, and customer satisfaction targets are consistently met or exceeded.
• Address escalated customer concerns, acting as a point of resolution for complex or high-priority issues.
• Manage the contact centre budget, ensuring cost-effective operations while maintaining quality standards.
• Monitor resource utilization and adjust as needed to ensure optimal staffing and operational efficiency
• Lead change management efforts in response to process improvements, new technologies, or organizational shifts.

What you’ll bring:

• A degree or equivalent professional qualification in business management, operations, or a related field.
• Further qualifications or experience to demonstrate Contact Centre expertise
• Extensive experience working within a Contact Centre environment
• Expertise in managing large teams covering multiple departments
• Deep understanding of contact centre operations, including workforce management, service level management, and quality assurance
• Experience managing senior stakeholders, leading change, and implementing operational improvements
• Solid background in performance management, including developing frameworks and reporting for oversight and value add insight.
• Strong problem-solving abilities and a results-oriented approach.

Why HCA UK?

Originally founded over 50 years ago by Dr Thomas Frist, HCA has gone on to become one of the world’s leading healthcare providers. In the UK, we’re one of the largest providers of privately funded healthcare and have invested over £500 million in the latest treatments, technology, techniques, medication, and facilities. Being part of a large multisite, established healthcare group we can offer you unrivalled opportunities for career progression through internal and external courses, as well as working conditions that prioritise both your mental and physical wellbeing. 

By caring for our employees, we empower them to provide exceptional care for our patients. That’s why we offer a host of flexible benefits that reflect the invaluable contribution they make every day. As a Head of Operations, you’ll be eligible for:

• 25 days holiday each year (plus bank holidays) increasing with service, with option to buy or sell leave
• Private Healthcare Insurance for treatment at our leading hospitals
• Private pension contribution which increases with length of service
• Season Ticket Loan and Cycle to Work scheme.
• Group Life Assurance from day one
• Critical illness cover
• Enhanced Maternity and Paternity pay
• Corporate staff discount for all facilities including Maternity packages at The Portland
• Comprehensive range of flexible health, protection and lifestyle benefits to suit you
• Discounts with over 800 major retailers

Diversity and Inclusion

Patients first. Colleagues always. That’s the guiding philosophy behind our approach to Diversity, Equity, Inclusion and Belonging. We believe healthcare is built on a foundation of inclusion, compassion, and respect for our patients and for each other. By working together with our colleagues we’re creating a truly inclusive environment, where individual differences are celebrated, and everyone can achieve their potential.

We believe everyone should feel comfortable to bring their full self to work and be afforded the same opportunities. That’s why we’re happy to discuss flexible working arrangements to suit your needs as well as offer reasonable adjustments throughout our recruitment process, and in the workplace, to anyone that needs them.