# Patient Triage Call Centre Manager

**Company**: Penrose Health
**Location**: London
**Salary**: £37,000 to £40,000 a year
**Category**: Healthcare
**Industry**: Healthcare

**Apply**: https://www.jobs.nhs.uk/candidate/jobadvert/A5321-26-0063?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_ca0bfb3e-576

## Description

The purpose of the role is 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.

**Main duties of the job:**

- 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.

**Benefits:**

- Permanent contract

- Full-time working pattern

- Salary: £37,000 to £40,000 a year

## Skills

### Required
- Quality of training
- Customer Service
- Conflict resolution
- Team management
- Contact/call centre operations experience
- Auditing and giving feedback
- Coaching staff
- Communication
- Organisation
- Performance improvement techniques

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Source: [Apply at jobs.nhs.uk](https://www.jobs.nhs.uk/candidate/jobadvert/A5321-26-0063?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)