We have 2 vacancies in our fast‑paced Contact Centre team, based in Cosham. Positions available for 23 or 21 hours a week.
Main duties of the job
You will be the first point of contact for patients, handling inbound calls, answering queries promptly and accurately, ensuring smooth practice operation and high‑quality service delivery. You will assist with the completion of admin forms and navigate callers to appropriate alternatives.
About us
Portsdown Group Practice covers the whole of Portsmouth from postcodes PO1 to PO7. We operate from six surgeries: Cosham Park House (PO6 3BG), Crookhorn Lane (PO7 5XP), Heyward Road (PO4 0DY), Kingston Crescent (PO2 8AL), Paulsgrove (PO6 4HJ), and Somerstown (PO5 4EZ). We are our own Primary Care Network (PCN). We have Clinical Partners, salaried GPs and a comprehensive nursing and extended clinical team overseen by a Clinical Team Manager. The team consists of Nurse / Paramedic Practitioners, registered nurses, HCAs, MSK physiotherapists, podiatrists, social prescribers and care coordinators. The pharmacy team consists of clinical pharmacists and pharmacy technicians. The practice is well established, financially secure and successful.
Job responsibilities
Handle inbound calls for queries to the practice, dealing with them promptly and accurately to ensure the smooth running of the practice and the delivery of a high‑quality service to patients. Assist with the completion of admin forms where needed and navigate to appropriate alternatives.
Person Specification
Knowledge
* Knowledge of customer service principles and practices
* Excellent telephone manner
* Knowledge of call centre telephony and technology
* Knowledge of administrative processes
Qualifications
* Customer service NVQ or equivalent
* IT qualification or equivalent
Experience
* Work experience in a customer facing role
* Previous history of working in an inbound call centre
Skills
* High attention to detail and accuracy
* Ability to work under pressure
* Ability to use initiative to improve processes
* Excellent verbal and written communication skills
* Resilience
Other Requirements
* Self‑motivated
* Interested in the 23 or 21 hours per week working pattern
* Right to work within the UK without sponsorship from Portsdown Group Practice
* Provide details on any gaps in employment
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