Job Specification

Reports to: Head of Contact Centre

Location: Main base: London Bridge Office, SE1 2EL

Salary Band: FT Probation salary £25500, after probation £26500

Hours: Full time (37.5 hrs) Part time can be considered

Purpose of the role

To support the delivery of high-quality primary care services by accurately triaging patient queries and requests. The role is central to ensuring patients receive timely and appropriate care through effective communication and coordination with clinical teams.

Key relationships

• Patients – acting as their first point of contact, offering support and guidance with empathy and professionalism.
• Contact Centre Team – collaborating with colleagues to manage patient queries efficiently and maintain service quality.
• Clinical Teams – liaising with GPs, nurses, and other healthcare professionals to ensure patients are triaged appropriately.
• Administrative Staff – supporting practice operations and ensuring smooth communication across departments.

Key responsibilities

• Triage inbound calls and written inquiries (email/website) with precision and empathy.
• Maintain a professional, friendly, and calm telephone manner at all times.