Front of House Manager

Location: KIMS Hospital, Maidstone

Contract: Permanent, 37.5 hours per week

Shifts: Between 06:30 and 20:30, Monday to Sunday

Salary: Up to £30,000 per annum

Are you a confident and inspiring people leader who is passionate about delivering an outstanding patient experience? Do you thrive in a busy, customer-focused environment where no two days are the same? Could you lead a team to deliver exceptional service while driving continuous improvement and operational excellence? If you can answer yes, we would love to hear from you.

KIMS Hospital, Maidstone are looking for an enthusiastic and experienced Front of House Manager to lead our Front of House, Switchboard, Administration and Helpdesk functions at KIMS Hospital.

This is a key leadership role, responsible for ensuring that every patient, visitor, consultant and colleague receives a consistently excellent experience from their first interaction with KIMS. You will be a visible role model for outstanding customer service, creating an environment where your teams feel supported, empowered and motivated to deliver their best.

The successful candidate will be a strong and empathetic leader who can build trust, inspire others and confidently manage change within a fast-paced healthcare environment. You will also play an important role in developing positive relationships with consultants, GPs and medical secretaries, supporting a seamless patient journey and the continued growth of the hospital.

Key Responsibilities

• Lead and develop the Front of House teams, creating a positive, supportive and collaborative environment where colleagues feel valued, empowered and motivated to deliver exceptional customer service.
• Champion the patient experience, ensuring patients, visitors, consultants and colleagues receive a friendly, professional and efficient service at every point of contact.
• Manage operational performance, using measures such as patient satisfaction, telephone statistics and feedback to identify opportunities for improvement and ensure consistently high standards.
• Plan and manage staffing and resources, ensuring rotas, training and team capacity reflect changing business needs while maintaining quality and effective cost management.
• Drive continuous improvement and service excellence, developing processes, encouraging innovation, managing complaints and incidents effectively, and ensuring that learning leads to positive change.
• Deliver a professional, friendly, and efficient reception and administration service, always ensuring an exceptional patient experience.
• Manage patient appointments, including booking, amending, and cancelling appointments across multiple departments, while maintaining accurate patient records.