Deputy Head, Client Engagement (Virtual Service Centre)

Role Summary

Virtual Service Centre serves as NHG Health’s single digital front door to connect to our Central-North residents to accessible community health and healthcare services. As the Deputy Head of Client Engagement, you will lead exceptional customer care through our call operations, overseeing teams managing daily calls including appointment scheduling and enquiries. You will shape every customer's telephone experience with our healthcare services while building operational excellence that drives organisational goals and sets the standard for healthcare call centres, directly impacting the experience of those we serve.

Key Responsibilities

• Define strategic direction for Virtual Service Centre operations and establish performance indicators that drive organisational objectives and measurable customer satisfaction outcomes.
• Be an advocator of service excellence by ...