Overview
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Job Summary
An exciting opportunity has arisen for a Team Lead Development role to join the Beacon Medical Group Phone Hub team. This role is to support our patients with their medical queries and ensure that they are signposted to the correct care first time.
As a Team Lead, you will support the Contact Centre Manager with the day-to-day supervision of all Phone Hub staff and their activities, help the team hit KPIs, and deliver excellent customer service to patients through regular coaching, observations, quality assurance audits, and 1:1s.
This position is designed with professional growth in mind. During the first six months, you will be supported through a tailored development plan and will gradually take on the full scope of responsibilities.
The Phone Hub operates Monday to Friday between 08:00 and 18:30 with morning and afternoon shifts. This is a full-time position (34.75 hours per week).
Please ensure that your application is entirely your own original work. Applications found to be generated by artificial intelligence (AI) will not be considered.
Responsibilities
* Provide support to patients and ensure accurate data input and note keeping in the clinical system.
* Interact with patients via phone, face-to-face, and digital formats; maintain high-quality service.
* Work to GDPR guidelines and maintain high standards of accuracy and speed.
* Lead and support the Phone Hub team to achieve operational results, including rota planning and cover arrangements.
* Conduct 1:1s, coaching, and training needs analysis; maintain and update the training matrix.
* Coordinate clinic cancellations and rebooking; manage patient appointments.
* Assist to develop effective communications within the Phone Hub team, Practice, Group, and external stakeholders.
* Ensure health and safety, information management, and governance requirements are met.
Qualifications and Skills
* Essential
o Experience of working within General Practice
o A minimum of 1 year experience in a high call volume setting
o Considerable experience delivering excellent customer service
o Robust organisational skills; excellent IT and numeracy skills
o Excellent communication skills and the ability to be welcoming and patient with patients, visitors, and callers
o Problem solving, initiative, and the ability to build productive team relationships
o Self-motivated, reliable, and capable of managing conflicts
o Flexible working attitude
* Desirable
o Leadership skills across multiple sites
o Experience in staff rotas and training delivery
o Ability to manage staff performance through one-to-one processes
Details
* Pay: £12.60 to £12.81 per hour (£12.81 once signed off competent)
* Contract: Permanent
* Working pattern: Full-time
* Location: Mudge Way, Plymouth, PL7 1AD
* Employer: Beacon Medical Group
* Posted: 20 October 2025
About Us
Beacon Medical Group Practice is a single practice, Primary Care Network (PCN), providing care to 43,000 patients across Plympton and the South Hams. We are a team of Partners, Salaried GPs, Paramedics, Clinical Pharmacists, Pharmacy Technicians, Practice and specialist Nurses, HCAs, Phlebotomists, First Contact Physios, Social Prescribers, Advanced Clinical Practitioners, Clinical Practitioners and Administrative support staff. Our mission is to give all our patients the right care, at the right time, in the right place.
This is a forward-thinking partnership always looking for opportunities to improve services for our patients. We offer opportunities to grow in your role, training, and collaboration with colleagues who care about you.
Governance and Confidentiality
* Disclosures: This post is subject to DBS check where applicable.
* Confidentiality: Maintain confidentiality of information obtained in the course of duties.
* Equality and Diversity: Support the rights of patients, carers, and colleagues and adhere to group policies and current legislation.
Note: The details contained in this job description are not exhaustive and may change as the post develops.
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