About this role
No Healthcare Experience Required! As our Quality & Performance Lead for the Patient Triage team, you’ll be the driving force behind a team that’s the very first point of contact for patients. Every call is an opportunity to make a difference - and you’ll 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 - it’s a leadership position with real impact. You’ll take ownership of service quality, carrying out regular call audits and quality control checks to ensure conversations are safe, compliant, and patient-centred. You’ll 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, you’ll 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, you’ll be the steady hand that keeps operations running smoothly while continuously raising the bar for quality and patient care. 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.