Job summary No Healthcare Experience Required! As our Quality & Performance Lead 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 KPI 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. Job details Posted: 17 March 2026 Salary: £35,000 to £40,000 a year Contract: Permanent Working pattern: Full‑time Reference number: 474734 Location: 9 Holyrood St London SE1 2EL 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. Job responsibilities 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. Person Specification Knowledge Essential

Quality of training Customer Service Conflict resolution Team management Contact/call centre operations experience

Desirable

Healthcare experience

Skills Essential

Auditing and giving feedback Training staff Communication Organisation Performance improvement techniques

Behaviours Essential

Adaptable to changing priorities Approachable Calm Supportive Maintains boundaries Reliable Problem‑solving mindset

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. Employer details Penrose Health 9 Holyrood St London SE1 2EL LONDON London SE1 2EL Website: https://www.penrosehealth.co.uk/ #J-18808-Ljbffr