Band 8b Business Development & Customer Service Manager

Our trust has over 17,000 staff serving 2 million patients every year. It comprises Barnet Hospital, Chase Farm Hospital, the Royal Free Hospital, North Middlesex University Hospital and more than 30 services in the community. This larger scale organisation provides an unprecedented opportunity for us to continue our pioneering work, particularly in finding ways to deliver even better care to our patients.

Our mission is to deliver world class care and expertise in our clinical services, underpinned by world class teaching and research and we will continue to measure our progress against our five governing objectives: excellent outcomes, excellent patient and staff experience, excellent value for taxpayers’ money, being safe and meeting our external duties, and building a strong organisation.

Everyone is welcome at Royal Free London NHS Foundation Trust. We're proud of our diversity and we continue to undertake new initiatives to advance equality for LGBT+, BME, gender equality, staff carers and people with disabilities and lived experiences to promote good relations and understanding between our staff.

Click here to view our video Welcome to the Royal Free

Job overview

The role covers a large geography and a substantial client base to match. This post is responsible for the management of business development, sales, marketing and customer service with a specific focus on significantly increasing business across the northern geography of Barnet, Enfield and Edgware; key growth area.

The post holder is responsible for securing new business channels across all hospital sites as directed, but specifically focusing on those in the northern geography (i.e. Barnet Hospital, Chase Farm Hospital, North Middlesex Hospital, Hadley Wood Hospital and Edgware Hospital) growing new business, and retaining key revenue streams.

The postholder is the main PPU point of contact for all private medical insurance referrers and providers and is responsible for all aspects of the PMI client relationship management.

This role requires close working with clinical leaders and managers to deliver business growth, staff management and support. The post holder will be responsible for the delivery of revenue/profitability, activity and conversion targets. The post holder will work with the Associate Director of Operations to ensure

• Manage and lead all business development, sales, and marketing functions and teams.
• Serve as the main PMI client relationship manager and primary point of contact for all referrers.
• Be accountable for financial and business performance, monitoring progress and reporting to the divisional board.
• Support the directorate's contribution to broader divisional and Trust goals.
• Promote a patient-centered culture of safety, quality, and teamwork.
• Develop staff appraisal and performance plans, ensuring compliance with mandatory training.
• Create data-driven business plans with clear KPIs and strategic campaigns to grow the business.
• Focus on referrer engagement, setting targets and action plans to increase activity.
• Manage sales accounts and opportunities, including market analysis.
• Proactively manage relationships with key stakeholders and GPs.
• Perform other duties as assigned by the line manager.

Working for our organisation

The Royal Free London NHS Foundation Trust is one of the UK’s biggest and most innovative trusts. Across three main hospitals, our dedicated army of staff care for over 1.6million patients, treat more than 200,000 in A&E, deliver over 8,000 babies and carry out more than 17million tests.

Our size, scale and influence offer you unrivalled career opportunities and a forward-thinking approach to working that works around your lifestyle. From flexible hours and generous benefits, to next level training, we make it easier to take your career to the top

For more information please follow link https://www.royalfreelondonjobs.co.uk/

Detailed job description and main responsibilities

Please see attached job description for more information about this role and working at Royal Free London NHS Foundation Trust.

Person specification

Royal Free World Class values

• Demonstrable ability to meet the Trust Values

Qualifications

• 1st degree or equivalent experience
• Management qualification
• Evidence of continuing personal development

• Post graduate qualification/CMI qualification

Experience

• Evidence of leading change projects
• Business planning and project management
• Managing large and complex budgets
• Business Development, Marketing & Sales experience in healthcare, medical device/pharmaceuticals, or consumer service sectors
• Staff management
• Leading and managing change within a complex environment
• Track record in managing third party providers to deliver software supply, support and solutions
• Able to shape team to maximise delivery and develop potential
• Experience delivering customer care programmes
• An understanding of regulatory healthcare environments and the potential of associated risks
• Independent authoring and leadership of successful complex business cases, i.e. requiring minimal senior direction or input
• Experience developing sales, marketing and business development plans
• Evidence of delivering sales, activity and profit (KPIs) against forecast plans and targets

• Experience working in the NHS
• Exposure/knowledge of Compucare, Cerner & EPR systems

skills and Knowledge

• Leadership of a team able to adhere to strict deadlines and within resources
• Management of a team
• Excellent communication skills including ability to succinctly convey information
• Business writing (incl. brevity)
• Able to devise and justify a marketing strategy with sound evidence
• Service planning and project management
• Budget management and knowledge of financial planning
• Ability to achieve effective team-working within the unit and across barriers
• Knowledge of commercial markets including ability to describe brand positioning
• Influencing and negotiation skills rather than control
• Able to effectively prioritise and execute tasks without direction
• Numerate, literate, analytical and able to use business intelligence effectively
• Understanding of governance and risk management
• Detailed understanding of ROI
• Able to assimilate business information quickly and translate that into logical, evidence-based service plans and delivery

• Broad understanding of the NHS and key policy issues

Attitudes and personal characteristics

• Ability to work under pressure and prioritise flexibly in a dynamic environment
• Diplomatic style
• Ability to provide and accept constructive feedback
• Organised
• Compassionate management style
• Proactive with limited input required regarding direction
• Attention to detail, especially regarding external communications
• Resilient
• Optimistic and positive - 'can do' attitude
• Self-aware & reflective
• Expert listener who is always consciously present
• Customer-focused with a compassionate approach to decision-making
• Excellent role model for leadership (incl. healthy work/life balance)
• AT* - Apprenticeship Training. Where AT* is entered next to the job title indicates that this vacancy is for an apprenticeship role.
• By applying for this role, you accept if successful, that your personal data may be transferred from the Trust to another NHS organisation where your employment transfers within the NHS. This is in accordance with the streamlining programme which aims at saving you time and improving efficiencies within the NHS when your employment transfers. Therefore we require you to complete your stat and Man e-learning modules prior to joining our organisation.
• If you are an EU/EEA citizen who does not have EU Settlement or Pre-Settled status, you will require a visa to work in the UK.
• You must be eligible to work in the United Kingdom or meet the criteria for sponsorship under the Skilled Worker visa route. We welcome applications from candidates who require visa sponsorship, and these will be considered alongside all other applications. Before applying, please ensure that both you and the role meet the eligibility requirements under the UK Visas and Immigration (UKVI) points-based system to avoid disappointment. You can view this here
• If you are offered a role with one of the NLPSS partner trusts, as part of pre-employment checks your identity and right to work documentation will be verified remotely (in most circumstances), using a certified identity verification service provider TrustID. You will be asked to capture an image of the relevant documents as well as a “selfie” using your smartphone/tablet (if available) for facial matching. TrustID will also perform a digital address check using Trunarrative and Equifax, which is a soft check and does not leave a footprint on your credit rating. For more information, visit www.trustid.co.uk
• The Trust uses electronic new starter forms on Trac to collect personal details. Information collected is securely stored and used to set up the employee record on the ESR HR system.
• The Trust will request a DBS (CRB) if post involves regulated activities. The Trust is compliant with the Disclosure and Barring Service Codes of practice and the Rehabilitation of offenders act.
• By applying for this post you are agreeing to Royal Free London NHS Foundation Trust transferring the information contained in this application to its preferred applicant management system. If you are offered a job, information will also be transferred into the national NHS Electronic Staff Records system.
• Please be aware of scams – unless specified above, we will only communicate with you via @recruit.trac.jobs or nhs.net e-mails and we will never ask you for any payments.

For further support on submitting an application please refer to the NLPSS Applicant Toolkit: https://royalfree.pagetiger.com/cuuomnr/1