As a not-for-profit organisation with a legal mandate from the Competition & Markets Authority (CMA), we produce and publish information on the safety, quality and costs of private healthcare services. We also provide data and insights back to the sector that help drive improvement, and act as a positive voice for system change, influencing how data is collected and used for the benefit of patients. Our ambition is that all patients considering private healthcare have access to comprehensive, trustworthy information on quality and price.

Our main products are two websites, one public-facing and one oriented toward the industry for data quality assurance. We process data on around 1 million hospital admissions each year, received directly from the hospitals and other sources. We maintain thousands of stakeholder relationships and high standards of governance in all respects, including ISO 27001:2013 accreditation.

PHIN has a high-profile and important role, but remains a small team where everybody’s personal contribution is visible and matters.

PHIN's Consultant Services Manager

The role of the Consultant Services Manager is vital to driving excellence in ensuring the interaction between PHIN and consultants is effective, both in the delivery of the CMA Order and beyond. This includes ensuring that consultants reach and maintain compliance with their obligations and are supportive of our strategic initiatives after 2026. The Consultant Services Manager also ensures that the needs of consultants are ‘heard’ and PHIN increasingly provides value in our services and digital products.

Guided by PHIN’s strategic objectives, the Consultant Services Manager sets the operational plan of the Consultants Engagement Team and oversees the implementation of a range of initiatives and optimises their impact and value to consultants.

The Private Healthcare Information Network (PHIN) is committed to protecting and respecting your privacy. For more information, please see PHIN's Privacy Policy.

About the role

• Job title: Consultant Services Manager
• Location: 11 Cavendish Square, London, W1G 0AN
• Reports to: Director of Engagement
• Appointment type: Full Time, Permanent
• Responsible for: Engagement Lead and Engagement Executives (x3)
• Job description last updated: April 2025

Overall purpose of the role

The Consultant Services Manager is responsible for ensuring PHIN maintains supportive working relationships with consultants engaged in private practice and we continue to provide valued services.

Key to the role is leading the Consultant Services Team, including recruitment, 1-2-1 objective setting and performance management, as well as supporting a positive team culture and environment.

High-level objectives and key performance indicators will be established by the Board & Leadership Team and the Consultant Services Manager is responsible for translating those into engagement plans for consultants, agreeing the priorities and developing an effective engagement programme.

The CMA Order provides the core scope of our engagement, which includes working with consultants to participate in and implement and maintain the systems and processes required to collect and submit data to PHIN.

However, the successful implementation of the wider PHIN strategy will require the Consultant Services Manager to help shape the design and delivery of a range of value adding initiatives as they relate and have an impact on consultants. This includes seeking the views and understanding the needs of consultants and translating those into proposals for service enhancements, and product improvements, such as to the PHIN portal. This includes testing new information and innovations early and getting valuable feedback before launching more widely.

The Consultant Services Manager will also work with external partners and PHIN colleagues to regularly review and improve the effectiveness of the systems and processes that support our service delivery.

Armed with a broad understanding of PHIN’s ambitions, processes and ways of working, engagement may take the form of face-to-face meetings, attending meetings organised by hospitals, consultant groups or professional associations and working with various stakeholders through expert reference groups.

The Consultant Services Manager will also develop a trusted network of consultant contacts so that PHIN has insights that enables the organisation to respond to changes and influences in the sector or represent commercial opportunities.

Practical, success in the role will require excellent relations with all our stakeholder audiences and PHIN teams, as well as the ability to prioritise, resource and monitor progress to ensure delivery of projects to deadlines. In addition, bringing fresh ideas and innovative thinking to PHIN’s services and commercial ambitions.

Specific responsibilities

Objectives include: 

• Lead the Consultant Services Team, and all its functions from recruitment and performance monitoring to individual and team development.
• Work with the Director of Engagement and the leadership team to produce annual engagement plans with delivery milestones to support PHIN’s strategic objectives and operational initiatives.
• Develop relationships with key opinion leaders (including detractors) to drive use, adoption and advocacy of our data and digital platforms, as well as raise wider awareness of PHIN, its services and capabilities.
• Oversee the day-to-day engagement with consultants to allow all them to fulfil all aspects of Articles 21 and 22 of the CMA Order.
• Champion the voice of consultants within PHIN, including highlighting dependencies and risks associated with proposals and initiatives and respectfully challenge where needed.
• Identify new opportunities for adding value to consultants through service and product enhancements.
• Facilitate wider PHIN teams having access to consultants to review data methodologies and product enhancements or testing to identify and mitigate risks with any proposed approaches.

Key accountabilities

• Overseeing management of the Consultant Services Team
• Ensuring that the team is working to an agreed plan that is aligned with PHIN’s strategy and objectives, whilst being achievable for members of the team.
• Ensuring that the service provided to hospitals and consultants is delivered to a professional standard and agreed SLAs.
• Building capability and skills within the team, including professional development of all Consultant Engagement Team members.
• Building PHIN’s reputation through liaison with industry stakeholders, including representative organisations, consultant professional bodies and key industry influencers.
• Maximising consultant participation and compliance with Articles 21 and 22 of the CMA Order, whilst ensuring that they are implemented in a fair and reasonable way.
• Working with the Communications Manager to ensure our range of resources for consultants (including regular newsletters, mailings and reports) are fit for purpose and foster support for our work.
• Working with the DPO to ensure that all communication comply with Data Protection Legislation
• Conducting regular reviews and analysis of consultant opinion to inform service and product improvements, and increase quality standards.
• Resolving consultant questions and complaints when escalated to a senior level.
• Ensuring that accurate records are kept of discussions or correspondence with consultants in PHIN’s CRM system.
• Overseeing the evolution of PHIN’s Learning Academy and tutorials for consultants and their delegates.
• Utilising PHIN’s data and other intelligence sources (eg: journal, meetings and conferences) to identify trends in consultant activity in the private healthcare market so that PHIN can consider the implications of these changes.

Person specification

This role is suited to someone who has extensive knowledge of the private healthcare sector, hospitals and consultants. 

You will have a deep understanding of developing customer relationships and delivering valued services as well as previous experience as a relationship manager or client-side account manager in the healthcare sector. 

You will enjoy working in a smaller organisation and have experience of managing a service team – you will have 4 direct reports in this role.

Applications

A full job description will be provided during the recruitment process

Closing date for applications: 23:59 on Sunday 25 May 2025

If you would like to apply for this role, please send your CV to recruitment@phin.org.uk or simply let us know if you have any questions.

Note for recruitment agencies

To control our costs, PHIN directly recruits candidates wherever possible. We work with selected agency partners for some hard to fill roles and we value these relationships. You are welcome to send the details of your areas of specialisation to us at recruitment@phin.org.uk for future reference.

Due to our ISO 27001 obligations, it is strictly against policy to email candidate details to anyone in PHIN unless explicitly asked to do so by HR. We can only work with agencies that understand and respect these obligations.