Contact Centre Team Leader

Penrose Health; London; On-site; GBP 30,000 - 33,000; Full time

Job summary

A healthcare organization in London is seeking a Contact Centre Team Leader to support and develop their team. The role involves training staff, auditing performance, and providing excellent service. Experience in a contact centre is advantageous but not essential. The organization offers a supportive workplace with various benefits including a pension, training opportunities, and no evening or weekend shifts.

Benefits

Workplace pension

Staff wellbeing support

Training opportunities

Retail discount card

Birthday off

No weekend shifts

No evening work

No bank holidays

Qualifications

• Experience working in a busy contact/call centre, healthcare experience helpful but not essential.
• Comfortable auditing others’ work and giving feedback in a fair, professional manner.
• Approachable, calm, and supportive with clear boundaries.

Responsibilities

• Support the Contact Centre Manager in daily operations.
• Train new and existing staff on processes and patient communication.
• Audit call handling workflows and provide constructive feedback.

Skills

Experience in contact/call centre

Auditing and feedback skills

Organizational skills

Good communication

Job description

Contact Centre Team Leader

Department: Patient Triage

Employment Type: Full Time

Location: London Bridge

Compensation: £30,000 - £33,000 / year

Description

Location: London Bridge (on-site, with some travel to other sites)

Contract: Full-time, permanent

Salary: c. £30,000 – £33,000 per annum (depending on experience)

Help us make a difference for thousands of patients by supporting and developing our contact centre team. This is a unique role with a clear purpose — making sure patients get the right help at the right time.

You don’t need a healthcare background to apply. If you’ve led teams, trained staff, or audited performance in a contact centre or customer service environment, your skills can make a real difference here. We’ll give you the tools and training to apply your experience in healthcare.

Every day, our contact centre is the first point of contact for patients. We’re looking for a Contact Centre Team Leader who can support our team to provide excellent service — training staff, auditing performance, and helping resolve challenges as they arise.

Key Responsibilities

• Supporting the Contact Centre Manager in the daily running of the team.
• Training new and existing staff on processes, systems, and patient communication.
• Auditing call handling and booking workflows, giving constructive feedback to staff.
• Troubleshooting issues with clinical staff and line managers on-site.
• Helping to resolve escalated queries or complex patient situations.
• Supporting with rota cover and day-to-day performance monitoring.

Skills, Knowledge and Expertise

About you

• Experience working in a busy contact/call centre (healthcare experience helpful but not essential).
• Comfortable auditing others’ work and giving feedback in a fair, professional, and practical way.
• Approachable, calm, and supportive — but able to keep clear boundaries with colleagues.
• Organised, reliable, and able to balance training, performance monitoring, and problem-solving.
• Good communicator, confident working with both frontline staff and senior management.

Benefits

What we offer

• A friendly, supportive workplace where you can develop your skills.
• Opportunity to shape how our contact centre staff are trained and supported.
• Workplace pension, staff wellbeing support, and training opportunities.
• Retail discount card
• Birthday off in addition to standard annual leave
• No weekend shifts / no evening / no bank holidays