Compassion. Commitment. Charity. Caring. These aren’t just words at St. John & St. Elizabeth Hospital — they are the values that shape every patient experience, every staff interaction, and the care we provide. As one of the UK’s leading independent charitable private hospitals, our profits go directly towards funding our on-site hospice. This purpose guides us — and now we’re looking for someone equally inspired to join us as our New Enquiry Team Manager.
About the Role
We are seeking a dynamic, motivated, passionate and experienced team leader to manage our New Enquiry Team — the first point of contact for patients, insurers and other referrers. This is a pivotal role which will be focused on:
- Leading and inspiring a team of Enquiry Advisors handling inbound and outbound calls from patients, insurers, and GP practices.
- Ensuring prompt, compassionate, and efficient responses to enquiries, turning leads into bookings.
- Following up on all warm leads to a conclusion with the aim to convert as many opportunities to bookings
- Monitoring KPIs and conversion rates, identifying booking barriers, and ensuring streamlined patient journeys.
- Producing and analysing business intelligence reports: consultant trends, enquiry sources, performance metrics, and roadblocks.
- Overseeing the self-pay pathway, including generating and issuing patient quotes.
- Driving continuous improvement, identifying opportunities, and proactively implementing solutions — without waiting to be asked.
- Building relationships with consultants and their offices
What We’re Looking For
- Proven experience managing a sales-focused call centre team, ideally within healthcare or a service-led industry.
- A natural leader with the ability to motivate, support, and develop individuals and a growing team.
- Strong analytical mind — someone who can see the story in the data and act on it.
- A self-starter who is proactive, solutions-oriented, and innovative.
- Excellent interpersonal skills and the emotional intelligence to work within a compassionate, patient-first environment.
Why Join Us?
- Be part of an organisation where your leadership makes a real difference, not just in hospital care but also for those in our hospice.
- Work in a values-driven environment that puts people first
- Join a leadership team, where your ideas are heard and acted on.
At our organisation we are passionate about providing our employees with a supportive and engaging environment. As well as ongoing development and training, we offer our employees a wide range of benefits; from 27 days annual leave, generous private healthcare cover, contributory pension schemes – including continuation of the NHS pension.
Working with us, all eligible employees receive.
- Private healthcare scheme worth up to £20,000 per year
- 27 days annual leave
- Blue Light Card discounts
- Interest-free season ticket loans
- Cycle to work scheme
- Free eye check-up vouchers with contribution towards lenses
- Free newspaper and media subscriptions
- Local Business discounts
- Discount in our Hospice Charity shop
- Refer a Friend scheme
- Free Cinema Society Membership offering discounted tickets
- Personal development and training courses
- Annual events and recognition awards
- Career progression and increments
- For employees joining us from the NHS, we can provide continuation of your NHS pension
Ready to lead with purpose?
If you’re an experienced team manager with heart, vision, and a drive for excellence, we would love to hear from you.