About this role
Job summary
Do you understand the importance of delivering excellent customer service, have a naturally curious mindset and thrive in a fast-paced environment where no two days are the same?
If you're energised by improving services, developing people and helping patients access the care they need, we'd love to hear from you.
Main duties of the job
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.
About us
Portsdown Group Practice covers the 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.
Job description
Job responsibilities
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.
Key Accountabilities and Responsibilities
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.
Person Specification
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
Essential
- Minimum 2 years work experience in a customer focussed role in a supervisory/lead capacity
- Demonstratable experience of supervising a complex and diverse team
- Experience of recording and presenting data in relation to Key Performance Indicators (KPIs)
Desirable
- Previous history of working in an inbound call centre
- Experience of complaints management
Skills
Essential
- Ability to use initiative to proactively improve processes
- High attention to detail and accuracy
- Ability to work under pressure
- Excellent verbal and written communication skills
- Adaptability and resistance
- Able to firmly but constructively challenge poor practices or behaviours among peers
Other
Essential
- Are you able to work the hours as set out in the Vacancy Pack? Mon 0730 to 1500, Tues 0730 to 1500, Weds 0730 to 1330, Thurs 0730 to 1330 and Fri 0730 to 1330?
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
Employer details
Employer name
Portsdown Group Practice
Address
Portsdown Group Practice
Cosham Park Avenue
Portsmouth
PO6 3BG
United Kingdom
Employer's website
https://www.portsdowngrouppractice.co.uk/ (Opens in a new tab)