Contact Centre Manager (NHS)
Description No Healthcare Experience Required! Are you ready to take the lead in a role that truly matters? As our Contact Centre Manager for the Patient Triage team, you’ll be the driving force behind a team that’s the very first point of contact for patients. Every call is an opportunity to make a difference - and you’ll 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 - it’s a leadership position with real impact. You’ll take ownership of service quality, carrying out regular call audits and quality control checks to ensure conversations are safe, compliant, and patient-centred. You’ll 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, you’ll 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, you’ll be the steady hand that keeps operations running smoothly while continuously raising the bar for quality and patient care. You’ll be doing things like:
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