Contact Centre LeadNHS

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.

Job description

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.

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.