Are you ready to take the lead in a role that truly matters?
As our Contact Centre Manager for the Patient Triage team, youll be the driving force behind a team thats the very first point of contact for patients. Every call is an opportunity to make a difference - and youll make sure those moments count. Your mission? To ensure patients get the right help, at the right time, delivered with empathy, accuracy, and efficiency.
This is more than a typical Contact Centre role - its a leadership position with real impact. Youll take ownership of service quality, carrying out regular call audits and quality control checks to ensure conversations are safe, compliant, and patient-centred. Youll monitor team and individual KPIs such as call response times, booking accuracy, productivity, and patient feedback, using data to drive continuous improvement and maintain high performance standards.
Using your experience in team management and coaching, youll create a supportive, accountable culture where staff feel confident, well-trained, and motivated to deliver excellent service. From onboarding and developing new starters, to addressing performance concerns and resolving complex or escalated queries, youll be the steady hand that keeps operations running smoothly while continuously raising the bar for quality and patient care.
Main duties of the job
Youll be doing things like:
* Lead and motivate the contact centre team to deliver consistent, patient-focused service.
* 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.
About us
Penrose Health is on a mission to deliver outstanding healthcare to every patient we serve.
We care for 75,000+ people across 9 sites in South East London, supported by a team of 200+ clinicians and staff. Our model is built on permanent, diverse teams, strong governance, and a clear focus on continuity, quality, and access.
We work closely with NHS partners to deliver a full range of services from routine checks to complex, long-term care backed by robust systems and a culture of continuous improvement.
We're proud to hold a CQC "Good" rating and consistently receive strong feedback from patients.
Job responsibilities
Youll thrive here if you:
* Have Leadership experience in a call centre, recruitment agency or another fast paced, performance driven environment.
* Enjoy leading and motivating teams, creating a positive and supportive culture.
* Take pride in delivering excellent patient service and improving the patient experience.
* Are confident in coaching, training, and developing staff to achieve their best.
* Have a keen eye for quality control, call auditing, and ensuring compliance with NHS standards.
* Are comfortable monitoring performance and KPIs, using data to drive improvements.
* Can troubleshoot complex queries and resolve escalated patient issues efficiently.
* Work well with clinical and operational teams, building strong relationships and collaborating across departments.
* Thrive in a fast-paced, dynamic environment where priorities can change quickly.
* Are proactive in identifying process improvements and implementing practical solutions.
* Take accountability for team performance, patient safety, and consistent service delivery.
Person Specification
Knowledge
* Quality & KPI monitoring
* Customer Service
* Team management
* Contact/call centre operations experience
Skills
* Auditing and giving feedback
* Training staff
* Communication
* Organisation
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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