About this role
Job summary
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.
Main duties of the job
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.
About us
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.
Learn more at penrosehealth.co.uk.
Job description Job responsibilities
No Healthcare Experience Required!
As our Quality & Performance Lead for the Patient Triage team, youll be the driving force behind a team thats the very first point of contact for patients. Every call is an opportunity to make a difference - and youll make sure those moments count. Your mission? To ensure patients get the right help, at the right time, delivered with empathy, accuracy, and efficiency.
This is more than a typical Contact Centre role - its a leadership position with real impact. Youll take ownership of service quality, carrying out regular call audits and quality control checks to ensure conversations are safe, compliant, and patient-centred. Youll monitor team and individual KPIs such as call response times, booking accuracy, productivity, and patient feedback, using data to drive continuous improvement and maintain high performance standards.
Using your experience in KPI management and coaching, youll create a supportive, accountable culture where staff feel confident, well-trained, and motivated to deliver excellent service. From onboarding and developing new starters, to addressing performance concerns and resolving complex or escalated queries, youll be the steady hand that keeps operations running smoothly while continuously raising the bar for quality and patient care.
Person Specification
Knowledge Essential
Quality of training Customer Service Conflict resolution Team management Contact/call centre operations experience
Skills Essential
Auditing and giving feedback Coaching staff Communication Organisation Performance improvement techniques
Behaviours Essential
Adaptable to change Approachable Calm Supportive Maintains boundaries Reliable Problem-solving mindset
Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details Employer name Penrose Health
Address 9 Holyrood St
London
London
SE1 2EL
United Kingdom
Employer's website https://www.penrosehealth.co.uk/ (Opens in a new tab)