Contact Centre Manager
| Posting date: | 09 February 2026 |
|---|---|
| Salary: | £17.45 per hour |
| Additional salary information: | £17.45 an hour |
| Hours: | Full time |
| Closing date: | 03 March 2026 |
| Location: | Plymouth, PL7 4DR |
| Company: | NHS Jobs |
| Job type: | Contract |
| Job reference: | A1739-26-0003 |
Summary
Key Responsibilities: To coordinate the real-time call centre operational shift delivery under the guidance of the Operations Manager in a proactive manner. To monitor, manage, lead and coach the teams within the Phone Hub to ensure provision of an efficient, high quality and safe service at all times. Ensure adherence to National Quality Requirements and organisational Key Performance Indicators through proactive and innovative management and ensure adherence with all contract requirements. Work online to a safe and effective standard maintaining own skills and competence. To liaise with key stakeholders and represent Beacon Medical Group in a timely and professional manner as and when required. To be responsible for your own continuing self-development, undertaking training as appropriate. To undertake other duties appropriate to the grading of the post as required. Must be able to work flexible hours. Key Success Measures: Caring & Compassion - We will actively listen to understand and empathise with others, with a desire support both patients and colleagues. Always Professional - We will be accountable for consistently delivering high quality healthcare for our patients. Respect & Dignity - We will actively listen to each other and our patients to answer their concerns or questions. We will maintain and respect patients dignity and must ensure it is never compromised. Everyone Matters - We will actively encourage feedback from both patients and colleagues to continually improve our service, ensure everyone has an opportunity to have their voice heard, and everyone has an opportunity to further develop their skills and competencies. Key Areas of Responsibility & Accountability: Hold responsibility for management of the overall Phone Hub performance ensuring pro-active delivery against agreed Key Performance Indicators. Provide an exception summary of times when performance levels are not achieved. Escalate issues and concerns to the Operations Manager promptly or, in their absence, another member of the Operations Management team. Monitor the telephony answering performance and take immediate corrective action when required in a professional manner. Ensure effective and efficient resource management and productivity at all times. Provide real-time proactive performance management to support to call centre staff on shift. Assist call taking staff when requested or through proactively identifying staff on shift that may need support. Be proficient in interpreting and applying performance data to gain a reliable picture of individual and organisational performance and take proactive action to address any performance issues in real-time. Ensure adherence to the Key Performance Indicators relative to the service whilst leading the shift. Support management of complaints and compliments received on shift in a timely and professional manner when required. Maintain own call taking proficiency demonstrating in-depth knowledge of SystmOne. Contribute proactively to continuous quality improvement through own practice and through support to others. Demonstrate knowledge of how to resolve problems that may arise during the shift i.e smartcard management, telephony systems and log in problems. Provide professional, proactive leadership to the Phone Hub to ensure robust clinical governance. Liaise with and maintain professional working relationships with support services reporting any issues to a line manager. Ensure that effective contingency plans are applied in the Phone Hub to meet unexpected increases in demand and that any performance alerts are escalated in an appropriate and timely manner. Follow correct contingency processes for all planned and unplanned downtime ensuring any paper records are inputted in a timely manner once systems are restored. Within the remit of the operational shift lead role, liaise professionally and knowledgably with external stakeholders. Utilise interpersonal and managerial skills to motivate and engage staff with delivering a high-quality service to patients. Ensure provision of floor walking support when needed and ensure operational shift leads are floor walking to support staff at the site they are currently working on all shifts. Maintain up to date knowledge of processes and procedures including for HR issues where individual staff may need support. Raise any issues identified on shift with the team leads to ensure ongoing and consistent support is provided. Instigate and facilitate reflection and/or debriefing of challenging calls when necessary. Ensure the general appearance of the Phone Hub is tidy at all times. Ensure relevant and timely information is available to staff on noticeboards or via other communication channels. Demonstrate professionalism and service knowledge when participating in stakeholder engagement and liaison. Maintain own competence through continuing development. Seek feedback on own performance from direct reports and line managers. Participate in the provision of coaching, mentorship, training and the continuing development of call taking staff. Offer appropriate advice on care practices, delivery and service development within the parameters of own role. Participate in the ongoing individual and own personal development within the organisation ensuring maintenance and review of own personal development plan. Attend training and meetings as and when required to do so by Senior Management. Maintain strict confidentiality in relation to all issues concerned within the service and adhere to Beacon Medical group policy ensuring staff are aware of their obligations under the Freedom of Information Act, Information Governance and the Data Protection Act. Notify the appropriate senior manager immediately of any circumstances which may affect the provision of a high-quality service. Organise and prioritise effectively own work schedule and work schedule of immediate reports, to ensure operational excellence with minimum supervision. Any other reasonable duties as required from time to time. Training: Plan and execute staff training sessions as relevant to role, including one to one training and group training. Lead change management with the team by updating guidance as processes change within the organisation, providing training and coaching sessions to staff for successful implementation. Evaluate, organise and oversee staff induction and training and ensure that all staff are adequately trained to fulfil their role. Arrange specialist training where appropriate as agreed with the Head of Operations. Arrange with HR appropriate staff training to ensure staff are compliant with current guidance and legislation. Facilitating protected time to allow staff to attend scheduled training sessions or engaging in appropriate e-learning modules. Ensure staff compliance with training provided by the Group. Support and mentor staff, both as individuals and team members. Patient and Stakeholder Liaison: Create a culture of excellent standards of patient (customer) care. Deal with patient queries that the team have been unable to address. Ensure that all tasks are carried out in accordance with practice protocol and published guidance by the team. Encourage a proactive approach to patient engagement and empower staff to utilise the opportunity for patient engagement. Deal with verbal complaints relating to staff and the general day to day running of the practice; identify recurring issues and change procedures where required. Information Management and Technology: Ensure computer and telephone system faults are reported in a timely manner and that remedial action is followed up. Provide advice and guidance to members of the team on information governance and confidentiality. Keep up to date with latest Data Protection legislation and provide guidance and training to staff. Maintain an up-to-date directory of services to promote care navigation and signposting of services to patients. Quality: The postholder will strive to maintain quality within the practice, and will: Alert other team members to issues of quality and risk. Assess own performance and take accountability for own actions. Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance. Effectively manage own time, workload and resources. Health and Safety: Ensure all members of staff comply with the Groups health and safety policy. Carry out risk assessments to comply with current Health and Safety legislation. Ensure any health and safety concerns are reported to the Operations Manager. Be aware of and adhere to applicable practice rules, regulations, legislation and procedures, national legislation (Health and Safety, COSHH, Data Protection). Equality and Diversity: The post-holder will support the equality, diversity and rights of patients, carers and colleagues. Act in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with group processes and policies and current legislation. Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues. Behaving in a manner that is welcoming, non-judgemental and respects the individuals circumstances, feelings, priorities and rights. The details contained in this job description are not exhaustive and may change as the post develops. Governance: Identify and record risks and issues, developing contingency plans with service and contract leads. Ensure the PCN is compliant with health and safety policies and procedures to reflect current best practice. Ensure that the PCN board and Clinical director adhere to the governance structure as set out in the network agreement. Confidentiality: To maintain confidentiality of information acquired in the course of undertaking duties for the practice.