Customer Service Manager
Customer Service Manager
420
Hyderabad
Job Views:
Created Date: 2026-01-27
End Date: 2026-03-28
Experience: 5 - 10 years
Salary: 70000
Industry: IT
Openings: 1
Primary Responsibilities :
Area of Accountability
/Responsibility
•Maximising Lead Conversion
Oversee NHS diary management to ensure optimal revenue-generating appointment occupancy.
Ensure all leads are tracked using CRM and that teams are actively engaged in the process.
Collaborate with Marketing and IT teams to ensure systems are in place for effective lead tracking.
• Optimising Customer Service
Ensure service users experience excellent customer service response times, improved waiting times, and closely monitor abandonment rates.
Ensure customers receive prompt alerts (emails/SMS), appointment information, and confirmation calls to reduce DNA rates.
Measure customer satisfaction by ensuring patients receive quality service and feedback questionnaires.
Act as an escalation point for patient complaints across NHS services, resolving service-related issues with professionalism and empathy
•Team Management
Monitor the day-to-day performance of the NHS administrative team against KPIs and objectives.
Allocate team resources effectively to ensure optimum capacity and maintain high levels of customer service.
Conduct regular team meetings to review diary management and service delivery.
Manage leave schedules, remote training, recruitment, and development for administrative teams.
Provide regular performance feedback and implement improvement plans.
•Reporting & Data Management systems
Provide reports on lead sources and the number of leads booked to the Marketing and Senior Management teams.
Monitor lead bookings and identify trends or concerns that could affect future appointments.
Escalate performance-related issues for field staff and the NHS team to direct line managers.
Manage patient management systems and oversee their integration, including platforms such as e-RS, Auditdata, LEPGone systems, HubSpot, and live chat tools.
Collaborate with IT and senior management to ensure the customer journey is accurately mapped and maintained across all systems.
Identify, report, and escalate system issues and suggest enhancements to improve functionality and user experience.
Experience Requirements:
5+ years’ experience in a senior customer service leadership role, managing teams of 10+ representatives.
Healthcare industry experience within an English-speaking market.
Proven ability in operational oversight, diary management, and service coordination.
Strong experience in complaint handling and conflict resolution.
Excellent communication skills and confidence using digital systems and customer service platforms.
Self-motivated, able to work independently, and take initiative.
