GP Practice Contact Centre Lead

Portsdown Group Practice; Portsmouth; Presencial; GBP 26 000 - 38 000; Tempo integral

Resumo da oferta

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.

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

Customer service

Telephone etiquette

KPIs

Excel

Call centre tech

Online consultations

Formação académica

Customer service NVQ or equivalent

Managerial or leadership qualification

Ferramentas

Call centre telephony

Descrição da oferta de emprego

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.