Contact Centre Lead

To lead the Practice Contact Centre; ensuring resource is appropriately monitored and prioritised for all inbound calls to be answered promptly and professionally. To also ensure Digital Access is administered within the designated timescale. The post holder will work closely with (and under the direction of) the Surgery Team Manager and Operations Manager to provide the continual improvement of standards across a wide range of activities. Key Accountabilities and Responsibilities Provide adequate levels of staffing to meet Practice business needs - ensuring cover and suitable contingency plans are in place for all leave, including unforeseen absence, within site allocations and / or Operations Managers authorisation Monitor queues and track inbound calls Maximise access by scrutinising booked appointments and navigating appropriately Attend and participate in Surgery Lead Meetings and work with the Management Team in communicating and implementing actions. Support and provide resilience for Surgery Team Leaders at other sites as and when required Provide induction training, ongoing reviews and update staff training records as appropriate Please see our comprehensive vacancy pack attached to this ad, for the full job description, as well as hours.