Job overview

This is an exciting opportunity to join our brand-new Cancer Contact Centre, a centralised, telephone-based hub supporting patients from their first suspected-cancer referral through to diagnosis, treatment and follow-up.

As a Cancer Navigator Team Leader, you will supervise and motivate a team of Navigators who provide the first point of contact for patients and families. You will ensure that every call is handled with compassion, accuracy and professionalism, helping patients feel informed and supported at one of the most anxious times of their lives.

You will coordinate daily workflow, monitor performance and quality standards, and work closely with the Macmillan Support Service Supervisor, Diagnostic Nurse Practitioners and wider clinical teams to resolve queries, escalate risks and continuously improve the patient experience.

We are looking for organised, empathetic and proactive individuals with experience in a healthcare or contact-centre environment, strong communication and leadership skills, and a genuine passion for delivering person-centred care.

This is a telephone-based service with some remote working. Join us at Imperial College Healthcare NHS Trust to help build a modern, inclusive service that ensures every patient on a cancer pathway has clear guidance, timely information and compassionate support.

Main duties of the job

• Lead and support a team of Cancer Navigators within the Cancer Contact Centre, ensuring high-quality, efficient and empathetic service delivery.
• Oversee call-handling performance, monitor workloads, manage rotas and coordinate workflow to meet agreed standards and cancer-waiting-time targets.
• Act as the first point of escalation for complex or distressed patient calls, providing calm, professional guidance and signposting to appropriate clinical or wellbeing support.
• Foster teamwork and development through regular one-to-one supervision, appraisals, coaching and training.
• Collaborate with the Macmillan Patient Support Service Supervisor, Diagnostic Nurse Practitioners, CNSs and MDT teams to ensure timely communication of diagnostic results, appointments and pathway updates.
• Maintain accurate records and support validation of cancer-pathway databases to uphold data quality and governance.
• Contribute to service improvement initiatives, audits and feedback processes to continually enhance patient experience and operational effectiveness.
• Model the Trust’s Kind, Collaborative, Expert and Aspirational values in every interaction.

Working for our organisation

At Imperial College Healthcare you can achieve extraordinary things with extraordinary people, working with leading clinicians pushing boundaries in patient care.  

Become part of a vibrant team living our values - expert, kind, collaborative and aspirational. You’ll get an experience like no other and will fast forward your career.

Benefits include career development, flexible working and wellbeing, staff recognition scheme.  Make use of optional benefits including Cycle to Work, car lease schemes, season ticket loan or membership options for onsite leisure facilities. 

We are committed to equal opportunities and improving the working lives of our staff and will consider applications to work flexibly,  part time or job share.  Please talk to us at interview.