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Job summary

Main area
Administration
Grade
NHS AfC: Band 8b
Contract
12 months (12 month Fixed term contract)
Hours
Full time - 37.5 hours per week
Job ref
391-RFL-7488751-A
Employer
Royal Free London NHS Foundation Trust
Employer type
NHS
Site
Barnet Hospital
Town
Barnet
Salary
£70,396 - £80,837 Per annum inclusive of HCAS
Salary period
Yearly
Closing
08/12/2025 23:59

Employer heading

NHS

Band 8b Business Development & Customer Service Manager

NHS AfC: Band 8b

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

Main duties of the job

  • 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

Essential criteria
  • Demonstrable ability to meet the Trust Values

Qualifications

Essential criteria
  • 1st degree or equivalent experience
  • Management qualification
  • Evidence of continuing personal development
Desirable criteria
  • Post graduate qualification/CMI qualification

Experience

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

skills and Knowledge

Essential criteria
  • 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
Desirable criteria
  • Broad understanding of the NHS and key policy issues

Attitudes and personal characteristics

Essential criteria
  • 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)

Employer certification / accreditation badges

Nursing TimesApprenticeships logoNo smoking policyPositive about disabled peopleDisability confident employerTimewise PartnerCare Quality Commission - Requires improvementEnei MemberArmed Forces Covenant

Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.

Documents to download

Apply online now

Further details / informal visits contact

Name
Eranga Harshika Abeysundera
Job title
Administration Lead – Private Patient Business  Unit
Email address
[email protected]
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