Contact Centre Manager

We are seeking an experienced and motivated Contact Centre Manager (Fixed Term) to join our forward-thinking Primary Care Network (PCN).

We are a single-practice PCN based across Plympton and Ivybridge, Devon, serving a patient population of approximately 43,000. Our size and structure allow us to recognise the skills and expertise within our organisation and continually expand our team to deliver high-quality, patient-centred care.

Are you a dynamic, energetic, and positive leader with a passion for customer service and the future of patient care? Do you thrive in a fast-paced environment and enjoy leading teams through change and innovation?

Main duties of the job The successful candidate will demonstrate:

• A flexible, proactive, can-do approach
• Excellent communication and interpersonal skills
• Strong attention to detail
• A genuine commitment to putting patients first

This is an exciting and challenging role, pivotal to shaping and supporting the future delivery of patient access and care within our PCN.

If you have the drive, ambition, and energy to make a real difference, we would love to hear from you.

The working pattern for this 34.5 hour week role will be: Monday: 09:00 - 15:30, Tuesday: 09:00 - 16:30, Wednesday 09:00 - 17:30, Thursday: 09:00 - 15:30, Friday 09:00 - 16:00

Please ensure that your application is entirely your own original work. Applications found to be generated by artificial intelligence (AI) will not be considered.

Interviews will be held during w/c 16th March with a potential start date of 27th May 2026.

For further information about this opportunity, please email

About us Beacon Medical Group Practice is a single practice, Primary Care Network (PCN), providing care to 43,000 patients across Plympton and the South Hams. We are a team of Partners, Salaried GPs, Paramedics, Clinical Pharmacists, Pharmacy Technicians, Practice and specialist Nurses, HCAs, Phlebotomists, First Contact Physios, Social Prescribers, Advanced Clinical Practitioners, Clinical Practitioners and Administrative support staff. Our mission is to give all our patients the right care, at the right time, in the right place. We are a forward thinking partnership always looking for opportunities to improve services for our patients. We have a good reputation for delivering good healthcare, leading at scale and innovating primary care services. This is a really exciting time to be joining us as we diversify our teams, our partnership and services.

If you join our team; you will receive support, opportunities to grow in your role, training, and work with colleagues who care about you.

Job responsibilities Key Responsibilities:

Tocoordinate 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 knowledgeably 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.
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