Contact Centre Lead

You'll lead a busy and dedicated team responsible for the

virtual front door to one of the largest GP practices in the South East. You'll

use data, performance metrics, patient feedback and operational insight to

maintain excellent standards while continually looking for ways to improve how

our services are delivered.

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.

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.

whole 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 (PO6

4HJ), and Somerstown (PO5 4EZ).

We are our own Primary Care Network

(PCN). We have Clinical Partners, Salaried GPs and a comprehensive Nursing and

extended clinical team overseen by our Clinical Team Manager. The team consists of Nurse / Paramedic Practitioners,

Registered Nurses, HCAs, MSK Physiotherapists, Podiatrist, Social

Prescribers and Care Co-ordinators. The Pharmacy team consists of Clinical

Pharmacists and Pharmacy Technicians.

The Practice is well established,

financially secure and successful.

Knowledge

Essential: - Knowledge of customer service principles and practices; - Excellent telephone manner; - Knowledge of KPIs; - Conversant in Microsoft Excel

Desirable: - Knowledge of call centre telephony and technology; - Knowledge of online consultations in Primary Care

Qualifications

Essential: - Customer service NVQ or equivalent

Desirable: - Managerial or leadership qualification

Experience

Desirable: - Previous history of working in an inbound call centre; - Experience of complaints management

Skills

Other

Other

Essential: - 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?

Desirable: - Please provide details on any gaps in employment