It starts with you, Head Office

Working with an amazing team

Meet Gemma Favier, Contact Centre Team Leader at our Head Office, Epsom. Gemma joined us as a Co-Ordinator within the hospital team, and after excelling in her role, was offered admin-based role, where she successfully progressed into her team leader role, supporting others with coaching and development.

Tell us about the team you work in?

I work within the Contact Centre for the Hospital team, so my team supports our beneficiaries to effectively co-ordinate their appointments in a seamless process, I support the agents to provide excellent customer services and live by our care values.

Why did you choose to work at Nuffield Health?

I enjoy working within a premium brand that I want to feel proud to work for. I love the whole journey Nuffield can offer someone with a complete A to Z wellbeing care package. We can see patients through their whole journey and it is so rewarding knowing we have made a difference.

What’s your favourite thing about working at Nuffield Health?

The team I work with are amazing, we all hold different strengths that are carefully fitted together so that our team and beneficiaries benefit in watertight service. Our voices are heard which is priceless in any job role.

What is your career highlight/s?

When I started Nuffield Health, I was part time working mum, I was given the support to really push my ideas and plans with coaching and development within my direct team which then resulted in a promotion to team leader, where I can now daily support each team member with their own performance journey and growth.

Tell us about your career progression at Nuffield Health?

I started as a Co- Ordinator within the hospital team, after showing good behaviours and smashing targets, I was offered admin-based role, where I then presented a coaching and development plan within my direct team this naturally grew into applying for a team leader role and now I support others to do the coaching and development side.

How do you use your employee benefits?  

I use all my benefits, I think they are fantastic, the private health care, the health assessment and gym usage allow me to look after my own wellbeing as well as she what service we offer our beneficiaries and understanding our products to be able to offer the correct service for patients. The financial sector (pension) keeps my wellbeing going even longer and I know that I am setting myself up for live. Although I am thankful, I have not had to use all the benefits we have as part of our role I have close colleagues that have and for them with certain life events has been life changing and I am thankful that we have our mental health team as part of out employee benefits.

What does the Equity Forum at Nuffield Health mean to you?

To be a charity that is cost-conscious with the beneficiary’s journey as the main focus. Providing the best skills for our teams to be able to deliver our goals.

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Meet Tim Elsey, Service centre Team Leader in the Hospital bookings team at our Head Office in Epsom. Tim joined us as a bookings agent on the Referral Support team back in 2017, 8 months later becoming team leader, then progressing to team leader of a hospitals team a year later.

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Head Office

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Meet Jay Ali, Head of Regional Technology Service Delivery.

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We put the customer at the heart of everything we do

We caught up with Lucia Farrance, our Senior Customer Experience Strategy Manager, to learn more about her role and the Voice of the Customer (VOC) programme. 

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Meet Rebecca Isherwood, Lead Enterprise Architect. We asked Rebecca about her career at Nuffield Health to date, and why she decided to join us 6 and a half years ago.

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