Customer Services Manager


Company:	NHS Jobs
Salary:	from £40,000 a year
Hours:	Full-time
Location:	Newport, NP20 6ZE
Job type:	Permanent
Posting date:	9 Oct 2026
Closing date:	23 Oct 2026

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Summary

Lead and support the hospitals 5-star customer service strategy, ensuring patients receive consistently professional, compassionate and accessible experience. Establish high service standards across administrative teams, proactively resolve patient concerns, address recurring issues through sustainable improvements, and promote a culture of ownership, dignity, privacy, confidentiality and effective communication. Manage Main Reception, Outpatients and Physiotherapy Admin, Advanced Diagnostics, Ward and Day Surgery Admin functions, in partnership with the relevant Team Leads ensuring efficient delivery of booking, registration, correspondence and clinic administration processes; monitor performance, demand and capacity, drive service improvements, strengthen stakeholder communication, manage complex escalations, and support the implementation of systems and processes that enhance patient experience, operational effectiveness and financial performance. Directly manage the Outpatients and Physiotherapy Administration Team, supporting their ongoing development and succession planning, with the aim of establishing Team Leader capabilities to assume day-to-day management responsibilities. Ensuring efficient operations, effective resource management, strong stakeholder communication, timely issue resolution, continuous service improvement, and the delivery of a high-quality patient experience that supports organisational and financial objectives. Lead performance management and continuous improvement across administrative services through the development and monitoring of KPIs, analysis of operational data and patient feedback, implementation of improvement plans, effective communication of performance outcomes, and the optimisation of processes, resources and service delivery standards. Embed and champion the hospitals core values of Caring, Collaborative, Transparent, Sustainable and Efficient, ensuring they are reflected in leadership behaviours, decision-making, service delivery and the patient experience. 1. Leadership and Management Lead and manage the department, providing guidance and support to the staff and ensure a collaborative approach to working across areas. Foster a culture of openness and transparency, promoting individual and collective accountability and responsibility, innovation and excellence, continuous improvement and sharing learning and contributing to strategic planning and decision-making. Responsible for supporting the Executive Team to deliver strategic and professional services for the hospital, playing a key role in supporting management and delivery and the service transformation agenda. Lead and Manage teams in accordance with the National Minimum Standards for Independent Health Care Services in Wales (HIW 2011). 2. Governance, Compliance and Quality Provide robust evidence and assurance of governance and compliance, ensuring teams comply with HIW standards/national guidelines and ensure departments are inspection ready at all times. Proactively work with internal and external stakeholders to secure improvements in governance. Responsible for continuous audit ensuring high standards of services and maximising patient outcomes. Review and establish current trends to introduce and embed innovation and excellent in practice. Ensure clinical teams deliver effective and evidence-based patient care. Drive governance initiatives, ensuring compliance with local and national regulations. Responsible for continuous monitoring and review of departmental risk registers. Monitor key performance indicators (KPIs). Lead and manage projects to develop the department. Prepare and present reports related to the department, outcomes and trends on a quarterly or annual basis. 3. Analytical and Judgement Skills Be competent in analysing and interpreting complex information, facts and figures and situations to make informed decisions. Exercise specialist knowledge across a range of managerial work procedures and practices by having current theoretical knowledge and practical experience. Interpret data from various sources to feed into departmental services, delivery and strategy. To plan and prioritise ones own work, to ensure effective support to all areas and delivery of key performance indicators and objectives. To regularly monitor and review plans and adjust for changes in local need and in response to changes in national policy guidance. 4. Human Resources To work with the HR department to ensure that robust HR policies and processes are in place in all areas of operational responsibility. Responsible for ensuring HR policies for performance management, sickness absence management, probationary reviews and appraisals are adhered to, staff, including active succession and workforce planning. 5. Education and Training Conduct a learning needs analysis annually to identify clinical training needs for the department. Identify, and where appropriate, design and deliver training programs to educate staff on an annual basis. Support continuous professional development, ensuring staff are equipped with up-to-date knowledge and skills through effective competency frameworks. 6. Financial and Physical Resources Manage budgets and resources effectively and appropriately escalating issues concerning which impact on financial performance. Responsible for achieving as a minimum a balanced budget within areas of responsibility, ensuring that any cost improvement programmes are delivered. Annually review staffing establishments to account for changes in workload, dependency, services and demographics. Responsible for annual review and recommendations for responsible departments Capital Expenditure (CaPex) requirements. Working in conjunction with Estates and Avensys, effective management and upkeep of all equipment resources for the department.

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