Contact Centre Lead

NHS Jobs; Portsmouth; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Generous annual leave

EAP access

Mauve Academy

Training allowance

Hybrid working

Home setup allowance

Optical benefits

Travel opportunities

Job summary

NHS Jobs is seeking an experienced Practice Contact Centre lead to ensure staffing levels meet business needs and that inbound calls are answered promptly and professionally. You will work with the Surgery Team Manager and Operations Manager to drive continuous improvement across a wide range of activities.

Responsibilities include monitoring queues, maximizing access by scrutinising appointments, attending Surgery Lead Meetings, and providing induction training plus ongoing staff records

Qualifications

• Provide adequate levels of staffing to meet Practice business needs - ensure cover and contingency plans for all leave.
• Monitor queues and track inbound calls.
• Attend Surgery Lead Meetings and communicate actions with Management Team.
• Provide induction training and update staff training records.

Responsibilities

• Monitor and prioritise resource for inbound calls to be answered promptly and professionally.
• Ensure Digital Access is administered within the designated timescale.
• Support Surgery Team Leaders at other sites as required.

Job description

To lead the Practice Contact Centre; ensuring resource is appropriately monitored and prioritised for all inbound calls to be answered promptly and professionally. To also ensure Digital Access is administered within the designated timescale. The post holder will work closely with (and under the direction of) the Surgery Team Manager and Operations Manager to provide the continual improvement of standards across a wide range of activities. Key Accountabilities and Responsibilities Provide adequate levels of staffing to meet Practice business needs - ensuring cover and suitable contingency plans are in place for all leave, including unforeseen absence, within site allocations and / or Operations Managers authorisation Monitor queues and track inbound calls Maximise access by scrutinising booked appointments and navigating appropriately Attend and participate in Surgery Lead Meetings and work with the Management Team in communicating and implementing actions. Support and provide resilience for Surgery Team Leaders at other sites as and when required Provide induction training, ongoing reviews and update staff training records as appropriate Please see our comprehensive vacancy pack attached to this ad, for the full job description, as well as hours.

Perks and Benefits Generous annual leave, plus public holidays based on location. Extra annual leave for your birthday or an alternative celebration day. Access to an Employee Assistance Programme (EAP) Pension plan with contributions from Mauve Group (where applicable). Opportunities for professional growth via Mauve Academy – our learning portal. Annual training allowance for career development. Hybrid working environment, with home setup allowance (where applicable). Optical benefits (£155/€180 toward eye tests, glasses, and lenses). Exciting opportunities, including domestic/international travel, team meet-ups, and company-wide events.