Reservations Manager
Location: KIMS Hospital, Maidstone
Contract: Permanent Full Time (40 Hours Per Week)
Shifts: Monday – Saturday 8am – 8pm Monday – Thursday, Friday 8am – 6pm, Saturdays 8am – 4pm.
Salary: £32,000 – £35,000 per annum
Are you an experienced leader in customer service or healthcare administration?Do you thrive in a fast-paced environment where patient experience is the top priority? Can you inspire and develop a team to consistently deliver outstanding service? If so, we’d love to hear from you.
KIMS Hospital is seeking a dynamic and motivated Reservations Manager to lead our Reservations Team, incorporating Inpatient, Outpatient and PMI bookings. This is a pivotal role where you will drive service excellence, optimise operational processes, and ensure every patient interaction reflects our commitment to outstanding care.
This role is a 40 hour per week role working 5 days per week including 1 Saturday in 8.
About the Role
Reporting to the Head of Customer Services, you will be responsible for the effective day-to-day management of the Reservations team. You will ensure that all administrative pathways are clear, efficient, and patient-focused, while fostering a culture of exceptional customer care.
You will act as a role model for the organisation, ensuring every stakeholder—patients, consultants, GPs, and colleagues—receives a first-class experience.
Key Responsibilities
- Lead and manage the Reservations team to deliver exceptional patient and customer experiences.
- Monitor call volumes and performance against KPIs, ensuring high service standards are met.
- Manage staffing levels and daily departmental activity to meet business needs.
- Support hospital growth through effective waiting list management and patient pathways.
- Ensure compliance with Health & Safety and governance standards.
About You
At KIMS Hospital, our people are our greatest asset. We are committed to making sure our colleagues feel valued, supported, and happy both in and out of the workplace. Our benefits package is designed to support your wellbeing and includes:
Essential:
- Proven management experience within an administrative or customer-facing environment
- Strong understanding of customer care and quality standards in a regulated environment.
- Strong commercial acumen, with the ability to understand business drivers, optimise performance, and identify opportunities to support service growth and efficiency.
- Excellent communication, organisational, and interpersonal skills.
- Ability to lead, motivate, and implement change.
Desirable:
- A Level or NVQ Level 3 in Customer Service (or equivalent)
KIMS Benefits
At KIMS Hospital, we value our people and offer a comprehensive benefits package, including:
- Competitive salary
- Private healthcare scheme
- 33 days annual leave including bank holidays, increasing with length of service
- Free secure staff parking
- Pension scheme
- Life assurance
- Employee Assistance Programme
- Free eye tests
- Flexible working opportunities (where applicable)
- Ongoing training and development opportunities
Apply online today. If you have any queries regarding this vacancy, Diane would be happy to help. Please give her a call on 01622 237634 or email[email removed]
At KIMS Hospital we are committed to building a diverse and inclusive working environment. We strive to create a workforce that reflects the communities we serve and are proud to be an equal opportunities and disability confident employer.
Any offers of employment made by KIMS Hospital for this/these position(s) will be subject to proof of eligibility to work in the UK and receipt of a satisfactory DBS Certificate from the Disclosure & Barring Service. Information about the DBS checks can be found at[link removed]
