Are you a dynamic leader with a passion for delivering exceptional customer service and driving operational excellence? Join us at Benenden Hospital as our new Head of Customer Operations - a pivotal role where your leadership will shape and elevate patient experience, support business growth and champion digital transformation across our hospital services.
This is a senior strategic role where your leadership will directly influence patient satisfaction, operational efficiency, and commercial success.
You will lead a large directorate of administrative services across patient-facing services, working collaboratively across multidisciplinary teams to deliver seamless, high-quality interactions at every touchpoint. Your focus will be on ensuring that every patient and customer receives outstanding service - while aligning operations with broader business development goals.
From managing complex complaints to driving digital transformation, you’ll champion a culture of service excellence, continuous improvement, and financial sustainability.
If you’re ready to inspire change, lead with purpose, and make a lasting impact on the customer journey, we would like to hear from you
Applicants must be able to evidence in their application
- Proven strategic leadership in customer service within a healthcare setting
- Experience leading large, multidisciplinary teams - including call centres
- Strong commercial acumen with a track record of driving revenue through service excellence
- Expertise in digital transformation and system ownership
- Skilled in data analysis and performance reporting
- Exceptional communication and stakeholder management skills
- Demonstrated ability to lead change, improve processes, and inspire teams
About us
At Benenden Hospital we put patients at the heart of everything we do. We attract kind, compassionate, and talented people to our ultra-modern private hospital, which opened in 1907 and has been rated as Outstanding by the CQC. We hold JAG accreditation for Endoscopy and have a beautiful setting in the middle of the Kent countryside.
Benenden Hospital offers excellent working conditions and facilities. We promote flexible working and a healthy work/life balance. We are committed to professional development and have excellent training and education facilities. We work hard to make sure that everyone at Benenden Hospital feels involved and shares our values and vision for the future.
About the role
- Lead customer service operations to align with business goals, enhancing revenue and brand loyalty
- Champion high levels of patient satisfaction and manage complex complaints with care and professionalism
- Provide visible, proactive leadership across all patient administrative functions
- Analyse performance data to drive continuous improvement and operational excellence
- Collaborate with Commercial Services, Marketing, and commissioners to identify growth opportunities
- Monitor key performance metrics including call resolution, cost efficiency, and ROI
- Coach and mentor teams to support engagement, development, and a customer-first mindset
- Build strong stakeholder relationships to ensure seamless service delivery
- Implement robust governance systems and controls
Skills and experience required
- Management qualification or relevant experience.
- Previous experience of operational management of teams in the healthcare sector
- Demonstrable experience of managing complaints.
- Demonstrate experience of using data and data analysis to present and inform decision making and continuous improvement.
- Demonstrable performance improvement skills
- Experience of preparing board level reports and managing commissioner requirements.
- Experience of service improvement/redesign
- Experience of stakeholder management
- Ability to deliver presentations at every level within the organisation.
- Effective interpersonal skills
- Excellent organisational skills
Benefits include
- Competitive salaries
- 27 days Annual Leave plus Bank Holidays
- Defined contribution pension scheme with employer contribution up to 10%
- Membership to Benenden Health which offers a wide range of benefits, discounts and activities
- Excellent Life Assurance benefit
- Free parking
- Subsidised eye tests
- Free Flu vaccinations
- Subsidised on site Restaurant
“I love working at Benenden Hospital, it’s a beautiful location in the countryside”, “the whole organisation is supportive”, “it’s the team, the team are amazing”, “Benenden is a bit like a family”, “the whole atmosphere is brilliant”
These are just some of the reasons why more than 400 people work at Benenden Hospital which has a long history of caring since it was founded in 1907.
How to apply
You’ll be part of a forward-thinking team that’s committed to improving healthcare services and outcomes. If you’re ready to make a difference and grow with us, we’d love to hear from you.
If you wish to apply for this position, please complete and submit our application form with your CV attached.
If you have any questions or face any difficulties, then please email kentcareers@benenden.org.uk
Closing Date: 9th November 2025
Please note this vacancy may close prior to the closing date without notice, If a sufficient number of applications are received
Claire Mansfield – Resourcing Officer will then be in touch to discuss further.
Together, we work hard to maintain a safe, comfortable, patient-focused environment for the people in our care.
All our vacancies are therefore subject to either a Standard or an Enhanced Disclosure Application to the Disclosure and Barring Service as well as satisfactory reference checks. These procedures need to be completed before all new member of staff can join the hospital.
Full right to work in the UK is required as we do not offer sponsorship as an organisation
In accordance with the General Data Protection Regulation (GDPR), we have implemented a Privacy Notice to inform you, as prospective employees of Benenden Hospital Trust, of the types of data we process about you. Please visit our Careers page to read our Privacy Notice