The purpose of the role is to lead, develop, and support the Contact Centre Team in delivering a high-quality, patient-focused service within an NHS GP practice setting. The role will oversee day-to-day operations, ensuring staff are appropriately trained, performance standards are consistently monitored, and service levels meet contractual and organisational targets. The post holder will proactively identify and resolve operational challenges, implement process improvements, and maintain a culture of professionalism, accountability, and continuous improvement. Working closely with clinical and operational teams, the Contact Centre Manager will ensure that patient queries are managed safely, sensitively, and efficiently.
- Lead and motivate the contact centre team to deliver consistent, patient-focused service.
- Produce and maintain daily, weekly, monthly, and quarterly performance reports to track call quality, KPI outcomes, and operational trends.
- Foster a positive, accountable culture where staff feel confident and supported.
- Train new starters and upskill existing staff on systems, processes, and patient communication.
- Audit calls and booking workflows to ensure accuracy, compliance, and high-quality interactions.
- Provide coaching and feedback to improve individual and team performance.
- Monitor KPIs such as call handling times, abandonment rates, booking accuracy, and patient satisfaction.
- Identify trends and implement improvements to workflows and service delivery.
- Resolve complex patient queries and complaints efficiently and professionally.,
- Support staff under pressure, troubleshooting issues with clinical teams and management.
- Collaborate with clinical and operational teams to maintain smooth communication and processes.
- Promote continuous improvement and ensure compliance with NHS standards and safeguarding policies.Penrose Health is on a mission to deliver outstanding healthcare to every patient we serve.
We care for 75,000+ people across 9 sites in South East London, supported by a team of 200+ clinicians and staff. Our model is built on permanent, diverse teams, strong governance, and a clear focus on continuity, quality, and access. We work closely with NHS partners to deliver a full range of services from routine checks to complex, long-term care backed by robust systems and a culture of continuous improvement.
We’re proud to hold a CQC “Good” rating and consistently receive strong feedback from patients.
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