Hours: 37.5 hours per week, across 5 days Monday- Friday, (Wednesday’s as non-working day) 8:00-18:00 with a 17:30 finish on Monday's
Living Well Partnership is made up of 8 GP surgeries working innovatively to change the way we deliver great patient care and fast, effective patient communication.
Overall Aim
Provide patients and other callers with a compassionate, professional call handling service, to signpost callers to appropriate services efficiently and positively, in line with set key performance indicators
Key Responsibilities
- Work as part of a busy team to receive a high volume of inbound calls to the practice from patients, relatives, carers and other healthcare providers.
- Achieve and exceed agreed Key Performance Indicators (KPIs), for example call wait times.
- Utilise excellent communication and listening skills to obtain information and accurately assess patients’ needs and expectations.
- Appropriately manage patients’ expectations in a calm and courteous manner.
- Use sound judgement and knowledge of processes and care pathways, to ensure that patients are appropriately signposted, advised or triaged on first contact, helping to reduce call volumes and the need for subsequent contact. This may include directing patients outside of General Practice.
- Treat callers with dignity and respect at all times
- Promptly complete any follow up actions after calls such as seeking clinical advice, sending electronic tasks or liaising with third party providers.
- Sensitively and effectively manage potentially emotionally challenging or complex calls and endeavour to defuse difficult situations where possible.
- Ensure all contacts with patients are clearly and accurately documented on the computer system at the time of contact.
- Support elderly patients and those who do not have access to online services
- Direct and support patients to book appointments online where appropriate.
- Send clear and informative text messages to patients.
- Proactively encourage formal feedback from patients about the service they have received, to enable the Partnership to identify learnings to help improve our services.
What we're looking for!
- Evidence of customer service training or qualification is desirable
- Knowledge using a suite of GP Clinical Systems
- Knowledge of healthcare signposting and care pathways is desirable
- Proven experience as a call handler in a fast-paced environment
- Ability to manage high call volumes without comprising quality
- Strong listening abilities
- Displays willingness to learn
- Strong team spirit
What we can offer you!
- 5 weeks holiday pro rata PLUS bank holidays
- NHS pension scheme membership with a 14.38% employer contribution rate
- Employee Wellbeing initiatives
- Employee Assistance Programme
- Cycle to work scheme
- Monthly employee award
- Investment in developing your skills and progression opportunities, across the Partnership
To apply:
- Please email your up to date CV and covering letter to [email protected]
- Closing Date: 14th June 2026
- Proposed interviews: 23rd/24th June 2026
- Please note that this role requires candidates to have the legal right to work in the UK
- Please be aware that all employees of the Partnership will be DBS (Disclosure and Barring Service) check.
- We encourage new applicants who have not previously applied for this role
Job Types: Full-time, Permanent
Pay: From £12.71 per hour
Benefits:
- Additional leave
- Company pension
- Cycle to work scheme
- Employee discount
- Free parking
- Health & wellbeing programme
- On-site parking
- Sick pay
Work Location: In person
