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.

What We’re Looking For

Essential Criteria

Previous experience in a similar customer-facing reception, administration or client service management role, ideally within a private healthcare or high-quality customer service environment.

Proven experience as an inspiring and successful leader, with the ability to motivate teams, manage change and build strong working relationships.

Excellent communication, interpersonal and organisational skills, with the ability to work effectively under pressure, meet deadlines and maintain a strong focus on customer care.

Desirable Criteria

Understanding of quality management systems and customer care within a healthcare environment.

A Level or NVQ Level 3 in Customer Service, or equivalent qualification.

IT literacy and the ability to use technology effectively are also important to the role.

Why Join KIMS Hospital?

You’ll join a collaborative one-team environment, working alongside colleagues across the hospital to achieve shared goals. We value integrity, honesty, respect and a calm, constructive approach, while encouraging our people to develop their knowledge, make decisions and continually look for better ways of working.

KIMS Hospital employees enjoy the following benefits:

Competitive Salary

Free Secure Staff Parking

Pension Scheme

Private Health Insurance

33 Days annual leave plus extra time off for your birthday

Life Assurance

Annual Flu Vaccination

Free Eye Test