Job Specification

Reports to: Service Manager

Location: Main base: London Bridge, with occasional travel to surgeries across South East London

Salary Band: £35,000 - £40,000 per annum

Hours: Full time

Purpose of the role

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.

Key relationships

• Contact Centre Service Manager
• Patient Triage team members
• Clinical staff and on-site line managers
• Senior management
• GP Practice Patients

Key responsibilities

• Lead induction and ongoing training for the Patient triage team, ensuring strong knowledge of systems, processes, and patient communication standards.
• Carry out regular quality audits of calls, appointment booking, and triage processes, providing structured feedback and coaching to improve performance and patient experience.
• Monitor individual and team KPIs (e.g., call response times, abandonment rates, booking accuracy, productivity and patient feedback) and implement improvement plans where required.