Contact Centre Lead

Portsdown Group Practice; Portsmouth; On-site; GBP 26,000 - 38,000; Full time

Job summary

Portsdown Group Practice in Portsmouth seeks a proactive head of the Practice Contact Centre to oversee the digital entrance to one of the region’s largest GP practices. You will use data, patient feedback and operational insight to sustain high standards and continuously improve service delivery.

You will supervise a diverse team, align with the Surgery Team Manager and Operations Manager, and ensure resources and training support excellent patient care and timely access across multiple sites.

Qualifications

• Knowledge of customer service principles and practices.
• Excellent telephone manner.
• Knowledge of KPIs and data reporting.
• Conversant in Microsoft Excel.
• Knowledge of call centre telephony and technology.
• Knowledge of online consultations in Primary Care.

Responsibilities

• Lead the Practice Contact Centre to ensure inbound calls are answered promptly and professionally.
• Oversee Digital Access within designated timescales.
• Work with Surgery Team Manager and Operations Manager to drive continual improvement of standards.
• Provide staffing levels and contingency plans to meet business needs.
• Monitor queues and track inbound calls; maximize appointment access.
• Attend Surgery Lead Meetings and communicate actions across the team.
• Support and provide resilience for Surgery Team Leaders at other sites.

Skills

Customer service

Telephone etiquette

KPIs

Excel

Call centre tech

Online consultations

Education

Customer service NVQ or equivalent

Managerial or leadership qualification

Tools

Call centre telephony

Job description

Do you understand the importance of delivering excellent customer service, have a naturally curious mindset and thrive in a fast-paced environment where no two days are the same?

If you're energised by improving services, developing peopleand helping patients access the care they need, we'd love to hear from you.

Main duties of the job

You'll lead a busy and dedicated team responsible for thevirtual front door to one of the largest GP practices in the South East. You'lluse data, performance metrics, patient feedback and operational insight tomaintain excellent standards while continually looking for ways to improve howour services are delivered.

About us

Portsdown Group Practice covers thewhole of Portsmouth from postcodes PO1 to PO7.We operate from 6 surgeries: Cosham Park House (PO6 3BG), Crookhorn Lane(PO7 5XP, Heyward Road (PO4 0DY), Kingston Crescent (PO2 8AL), Paulsgrove (PO64HJ), and Somerstown (PO5 4EZ).

We are our own Primary Care Network(PCN). We have Clinical Partners, Salaried GPs and a comprehensive Nursing andextended clinical team overseen by our Clinical Team Manager. The team consists of Nurse / Paramedic Practitioners,Registered Nurses, HCAs, MSK Physiotherapists, Podiatrist, SocialPrescribers and Care Co-ordinators. The Pharmacy team consists of ClinicalPharmacists and Pharmacy Technicians.

The Practice is well established,financially secure and successful.

Job responsibilities

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.

Person Specification

Knowledge

• Knowledge of customer service principles and practices
• Excellent telephone manner
• Knowledge of KPIs
• Conversant in Microsoft Excel
• Knowledge of call centre telephony and technology
• Knowledge of online consultations in Primary Care

Qualifications

• Customer service NVQ or equivalent
• Managerial or leadership qualification

Experience

• Minimum 2 years work experience in a customer focussed role in a supervisory/lead capacity
• Demonstratable experience of supervising a complex and diverse team
• Experience of recording and presenting data in relation to Key Performance Indicators (KPIs)
• Previous history of working in an inbound call centre
• Experience of complaints management

Skills

• Ability to use initiative to proactively improve processes
• High attention to detail and accuracy
• Ability to work under pressure
• Excellent verbal and written communication skills
• Adaptability and resistance
• Able to firmly but constructively challenge poor practices or behaviours among peers

Other

• Are you able to work the hours as set out in the Vacancy Pack? Mon 0730 to 1500, Tues 0730 to 1500, Weds 0730 to 1330, Thurs 0730 to 1330 and Fri 0730 to 1330?

Other

• This role is not eligible for sponsorship now or at any time. Do you hold the open-ended independent right to work in the UK?
• Please provide details on any gaps in employment