Patient Access & Call Centre Leader

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

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.