Contact Centre Lead

The Methodist Church in Britain; Sunderland; On-site; GBP 38,000 - 46,000; Full time

Job summary

Portsdown Group Practice is seeking a Practice Contact Centre Lead to manage a busy team across six surgeries. You will plan staffing, monitor queues, and ensure timely Digital Access delivery, while using KPIs and patient feedback to raise standards.

The role requires open-ended right to work in the UK, no sponsorship, and willingness to work from 07:30 to 13:30 or 15:00 on weekdays within a fast-paced primary care setting.

Qualifications

• Customer service NVQ or equivalent
• At least 2 years in a customer-focused supervisory or lead role
• Demonstrable experience supervising a complex and diverse team
• Experience recording and presenting data against KPIs

Responsibilities

• Lead the Practice Contact Centre team handling inbound calls
• Ensure inbound calls are answered promptly and professionally
• Plan staffing and contingency cover for all leave, including unforeseen absence
• Monitor queues and track inbound call volumes
• Ensure Digital Access is administered within the designated timescale
• Maximise patient access by scrutinising booked appointments and directing them appropriately
• Use data, KPIs, patient feedback and operational insight to maintain and improve standards
• Attend Surgery Lead Meetings and help implement agreed actions with the Management Team
• Provide resilience for Surgery Team Leaders at other sites when required
• Deliver induction training, ongoing reviews and keep staff training records up to date
• Work closely with the Surgery Team Manager and Operations Manager

Skills

Customer service principles

Telephone etiquette

Knowledge of KPIs

Microsoft Excel

Process improvement

Attention to detail

Education

Customer service NVQ or equivalent

Managerial or leadership qualification

Tools

Call centre telephony

Job description

This role leads the Practice Contact Centre, which handles inbound patient calls and online access for Portsdown Group Practice, a self-run primary care network with six surgeries across Portsmouth. The post holder sets staffing and cover, monitors call queues, manages Digital Access within set timescales and uses performance data to raise standards. It is a busy, fast-paced setting with weekday hours from early morning to mid-afternoon, and the post supports team leaders at other sites. Sponsorship is not available, so applicants need open-ended right to work in the UK.

What the job involves

• Lead the Practice Contact Centre team handling inbound calls
• Ensure inbound calls are answered promptly and professionally
• Plan staffing and contingency cover for all leave, including unforeseen absence
• Monitor queues and track inbound call volumes
• Ensure Digital Access is administered within the designated timescale
• Maximise patient access by scrutinising booked appointments and directing them appropriately
• Use data, KPIs, patient feedback and operational insight to maintain and improve standards
• Attend Surgery Lead Meetings and help implement agreed actions with the Management Team
• Provide resilience for Surgery Team Leaders at other sites when required
• Deliver induction training, ongoing reviews and keep staff training records up to date
• Work closely with the Surgery Team Manager and Operations Manager

Qualifications

• Customer service NVQ or equivalent

Experience

• At least 2 years in a customer-focused supervisory or lead role
• Demonstrable experience supervising a complex and diverse team
• Experience recording and presenting data against KPIs

Skills & knowledge

• Knowledge of customer service principles and practices
• Excellent telephone manner
• Knowledge of KPIs
• Conversant in Microsoft Excel
• Ability to use initiative to proactively improve processes
• High attention to detail and accuracy

Checks & eligibility

• Open-ended independent right to work in the UK

Other

• Excellent verbal and written communication skills
• Ability to work under pressure
• Adaptability
• Able to challenge poor practice or behaviour constructively among peers
• Able to work the hours set out in the vacancy pack, Monday to Friday, starting at 0730 and finishing at 1330 or 1500

Nice to have

• Knowledge of call centre telephony and technology
• Knowledge of online consultations in primary care
• Managerial or leadership qualification
• Previous experience in an inbound call centre
• Experience of complaints management
• Details of any gaps in employment