Head of Contact Centre Operations Join to apply for the Head of Contact Centre Operations role at Clinical Partners This range is provided by Clinical Partners. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. At Clinical Partners, we’re dedicated to providing accessible, high‑quality mental health care to thousands of people across the UK. As our organisation continues to grow, we’re looking for an experienced and purpose‑driven Head of Contact Centre to lead our inbound operations across phone, email, and chat — serving as the first point of contact for our patients. You will experience purposeful work that allows you to make a meaningful difference at every stage of a patient’s journey. Clinical Partners is a growth‑focused environment within an ambitious organisation shaping what comes next. We are building an innovation‑driven culture where you can help redefine how patients experience contacting a healthcare provider, and supportive leadership from an Operations team committed to your success and long‑term impact. If you’re passionate about enhancing patient experience and ready to lead a high‑performing, mission‑driven contact centre, we’d love to hear from you. This primarily home‑based role requires occasional travel to London for meetings and team collaboration. Key Responsibilities

Lead a large team of agents and team leads, fostering a culture of high performance, accountability, and continuous development. Manage daily performance against SLAs and KPIs, ensuring prompt, empathetic, and accurate handling of all inbound contacts. Oversee the development and optimisation of phone, email, and chat channels. Leverage Salesforce Service Cloud, automation, and AI tools to drive efficiency, responsiveness, and scalability. Act as the owner of first impressions, championing tone, consistency, and quality in all patient interactions. Monitor contact volumes, satisfaction scores, resolution times, and other key metrics to support workforce planning, training needs, and continuous process improvement. Ensure all contact centre activities meet regulatory, safeguarding, and data protection standards. Partner with Clinical, IT, and Operations teams to strengthen escalation pathways and ensure aligned, joined‑up communication across the organisation.

Requirements

Proven Contact Centre Experience — Leading inbound operations at scale, ideally in healthcare, mental health, or other regulated sectors. Performance Management Expertise — Skilled in managing SLAs, service levels, and quality assurance across multi‑channel environments. A Tech‑Savvy Mindset — Comfortable using CRM/contact systems (especially Salesforce Service Cloud) and deploying automation and digital tools. Empathetic Leadership — Able to motivate, develop, and support teams while balancing efficiency with warmth and compassion. Strong Process Improvement Approach — Experienced in enhancing customer experience while streamlining internal processes. Resilience & Adaptability — Calm, confident, and clear‑headed under pressure and during change. A Growth Mindset — Thrives in a fast‑changing, scaling environment where structure is still being built.

Remuneration and Benefits

Competitive 25 days paid holiday (increasing with service to 28 days) plus bank holidays. A day off for your birthday. Benefits Platform Life Assurance Flexible working opportunities to suit your personal needs Opportunities to take part in charitable events Access to a Wellbeing portal and Employee Assistance Programme (EAP)

At Clinical Partners we are committed to creating an inclusive and diverse workplace. We believe that everyone deserves an equal opportunity to succeed, regardless of their background, race, gender, age, disability, sexual orientation, or any other characteristic. We welcome applications from all qualified candidates and strive to provide a supportive and respectful environment for all employees. DBS Check Requirement Please note that this position requires a Disclosure and Barring Service (DBS) check as part of our commitment to safeguarding and ensuring the safety of our clients and staff. The successful candidate will be required to undergo a DBS check before commencing employment. Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Management

Industries

Mental Health Care and Telephone Call Centers

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