Private Care Contact Centre Manager | The Royal Marsden NHS Foundation Trust
| Posting date: | 03 February 2026 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £44,485 - £52,521 per annum |
| Hours: | Full time |
| Closing date: | 05 March 2026 |
| Location: | Sutton, SM2 5PT |
| Company: | The Royal Marsden NHS Foundation Trust |
| Job type: | Permanent |
| Job reference: | 7780259/282-P1216 |
Summary
The Private Care Contact Centre Team provides a single point of enquiry and access to prospective private patients seeking advice and information regarding private treatment at the Royal Marsden NHS Foundation Trust. The team deals with many patients’ first point of contact with the Trust and it is important that this contact sets the high standards of customer service that the patient would expect from private care. In addition, the team process referrals for all private patients and take payments for initial consultations.
The postholder will play a pivotal role in working closely with clinicians to ensure the seamless delivery of care for private patients. In addition, they will collaborate with the Assistant Service Manager, Marketing and Communications Team, Accounts Team, International team, support staff, and key administrators to maintain an effectively supervised service pathway. The postholder will also take responsibility for all key administrative processes and standards relevant to Private Care, ensuring the efficient management of each patient’s experience during their visit to the Marsden.
The Royal Marsden NHS Foundation Trust is a world-leading cancer centre. Our role is to offer our patients the best cancer care available anywhere in the world, and to continue to make a global contribution to finding better ways of diagnosing and treating cancer. We employ over 4,500 staff in a diverse range of careers including nursing, medical, science, radiography, pharmacy, occupational therapy, finance and administrative services. We have two hospitals – one in Chelsea, London, and one in Sutton, Surrey – as well as a Medical Daycare Unit in Kingston Hospital.
At The Royal Marsden, we deal with cancer every day, so we understand how valuable life is. When people entrust their lives to us, they have the right to demand the very best. That's why the pursuit of excellence lies at the heart of everything we do.
At the heart of the hospital is our dedicated team. We offer a stimulating and dynamic working environment, a wide range of staff benefits, learning and development opportunities and clear career pathways. There are opportunities to work flexibly across a range of areas and specialities and we welcome flexible working requests from point of hire to support employees work life balance. We are looking for employees who aspire to excellence, share our values and can play a crucial role in our on-going achievements.
For further information please refer to the Job Description & Person Specification
• To ensure the establishment and maintenance of good relationships and communication throughout the Division, with the wider Trust, and externally with Patients and Insurers, promoting a culture where staff are actively involved in decisions on how services are provided and targets delivered.
• Lead on the strategic development and operational delivery of services within the Private Care Contact Centre. Drive innovation and improvement initiatives to enhance and patient experience, ensuring alignment with organisational objectives, clinical governance standards and financial targets. Collaborate with multidisciplinary teams to design, implement and evaluate service models that optimise efficiency and patient experience.
• Have a good understanding of the private care referral pathway and competitive offerings within the private healthcare market.
• Day-to-day management of the Private Care Contact Centre Team, ensuring that staffing matches demand.
• To act as the first point of contact for complex queries and to provide the relevant information, support and advice to new and prospective patients and sponsors which promotes the Trust’s mission, services, cancer treatment and care and provides guidance as to the specialism of consultants within the Trust.
• Provide expert guidance to consultants on the direct booking service and take ownership of its ongoing enhancement, driving innovation and efficiency to improve patient access and experience.
This advert closes on Monday 16 Feb 2026
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