Patient Triage Call Centre Manager

Job Advert Skip to main content Cookies on NHS Jobs We've put some small files called cookies on your device to help us make improvements to our site. To improve our site we'd also like to use cookies which will send information to Google Analytics. You can read more about our cookies before you choose. Accept analytics cookies Do not accept analytics cookies Jobs Menu Sign in Create an account English Cymraeg Menu Close menu Search Sign in Create an account Display in Welsh (Cymraeg) Search Sign in Create an account Display in Welsh (Cymraeg) BETA Your feedback will help us to improve this service. Penrose Health Patient Triage Call Centre Manager The closing date is 30 November 2026 Apply for this job Job summary The purpose of the role is to lead, develop, and support the Contact Centre Team in delivering a high-quality, patient-focused service within an NHS GP practice setting. The role will oversee day-to-day operations, ensuring staff are appropriately trained, performance standards are consistently monitored, and service levels meet contractual and organisational targets. The post holder will proactively identify and resolve operational challenges, implement process improvements, and maintain a culture of professionalism, accountability, and continuous improvement. Working closely with clinical and operational teams, the Contact Centre Manager will ensure that patient queries are managed safely, sensitively, and efficiently. Main duties of the job Lead and motivate the contact centre team to deliver consistent, patient-focused service. Produce and maintain daily, weekly, monthly, and quarterly performance reports to track call quality, KPI outcomes, and operational trends. 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 . Learn more at penrosehealth.co.uk . Details Date posted 14 October 2026 Pay scheme Other Salary £37,000 to £40,000 a year Contract Permanent Working pattern Full-time Reference number 599282 Job locations 9 Holyrood St London London SE1 2EL United Kingdom Job description Job responsibilities No Healthcare Experience Required! As our Quality & Performance Lead 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 wi