Job Description

Phone hub team lead

The closing date is 28 August 2025

Job summary

An exciting opportunity has arisen for an experienced Team Lead to join the Beacon Medical group phone hub team. This role is to support our patients with their medical queries and ensure that they are signposted to the correct care first time.

This role is for 34.75 hours per week

Monday 08:00-18:30 (1-hour unpaid lunch)

Tuesday 13:15-18:30

Wednesday 07:45-13:00

Thursday 07:45-18:15 (1-hour unpaid lunch)

Friday 13:15-18:30

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

Your role as a Team lead will be to support the Contact Centre Manager with the day-to-day supervision of all Phone hub staff and their associated activities, including supporting the team to hit their KPIs as well as deliver excellent customer service to our patients, through regular 1:1s, observations, quality assurance audits and coaching.

The phone hub is open Monday to Friday between 08:00 and 18:30, where we operate a morning and an afternoon shift between 08:00 to 13:15 and 13:15 to 18:30.The Phone Hub are part of the unseen hard-working team behind Beacon.

Our focus is on improving services and providing high quality care to our patients whilst supporting the local health system to build sustainable integrated services to meet the current and future health and wellbeing needs of the communities we serve.

Our offer:

Induction programme

Protected learning time

Cross site practice meetings

Practice internal training events

Opportunity for CPD Regular reviews

Staff communications group

Other Benefits:

NHS Discounts

Access to NHS Staff wellbeing services

Main duties of the job

The successful applicant will help provide support to our patients using their excellent customer service skills and ensure that accurate data inputting and general note keeping information into our clinical system is maintained at all times. Our patients have multiple means of contact into our service, and you will be expected to support them over the phone, face to face and via digital format. The right candidate will preferably have experience in these areas, but full training will be provided. Following GDPR guidance, Work with a fast pace to a high quality, in all areas of our phone hub role. Knowledge of medical reception work is preferable, being able to follow all practice guidelines, policies & procedures is essential. The role is varied and will keep any candidate interested day to day. The ideal candidate must have a flexible can do attitude with a passion for excellence and an ability to work well within a team.

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 description

Key Responsibilities:

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.

Lead:

Assist the Contact Centre Managers to oversee the routine daily activities of all Phone hub staff and ensure individuals are employed to best advantage

Supporting the team in delivery of operational results

Assist the Contact Centre Managers to monitor absence and approve leave requests for all members of the Phone hub team

Responsible for preparing Phone hub rotas for at least 6 weeks in advance

Arrange additional staff cover during leave or sick leave periods to ensure that key staff functions are performed

Ensure that personnel are available to provide sufficient provision for dealing with incoming and outgoing telephone calls

Assist the Contact Centre Managers with 1:1s for all members of the Phone team

Assist the Contact Centre Managers with reviewing training and learning needs for all members of the Phone hub team and update the training matrix

Training:

Assist to identify, through 1:1s and observation, the training needs of Phone hub team members

Assist the Contact Centre Managers to plan and execute staff training sessions as relevant to role, including one to one training and group training

Update guidance as processes change within the organisation and assist to provide training sessions to staff

Support and mentor PAs, both as individuals and team members

Be available as the first point of support for PAs

Report any concerns to the Contact centre managers

Provide coaching and feedback

Appointments Management:

Co-ordinate the cancellations of clinics and rearranging of clinics

Patient and Stakeholder Liaison:

Assist the Contact Centre Managers to deal with patient queries that Phone hub staff have been unable to address

Ensure that online registrations are processed in accordance with practice protocol and published guidance

Assist the Phone hub Mangers to ensure that public areas, including waiting rooms and notice boards, are kept tidy and up to date and that leaflet dispensers are kept stocked with relevant information

Ensure the Groups suggestions and complaints procedure is followed

Assist the Contact Centre Managers to develop and maintain effective communications within the Phone hub team, the Practice, the Group, the Patient Participation Group and with relevant outside agencies

Buildings Management:

Ensure repair and maintenance issues are referred to the appropriate individual in a timely manner

Assist the Contact Centre Managers to allocate staff to stock GP rooms and complete weekly checks of expiry dates for all items within clinical rooms

Information Management and Technology:

Ensure computer and telephone system faults are escalated to the IT lead

Assist the Contact Centre Managers to maintain an up-to-date directory of services to promote care navigation and signposting of services to patients

Organisation and Improvement:

Assist the Contact Centre Managers to identify process improvements and support them to implement change and drive efficiency within the team

Use own initiative in highlighting gaps in processes and implementing changes, where appropriate, to ensure a smooth running of the Phone hub team

Quality:

The postholder will strive to maintain quality within the practice, and will:

Alert other team members to issues of quality and risk

Assess own performance and take accountability for own actions

Contribute to the effectiveness of the team by reflecting on own and team activities and

making suggestions on ways to improve and enhance the teams performance

Effectively manage own time, workload, and resources

Health and Safety:

Ensure all members of staff comply with the Groups health and safety policy

Carry out risk assessments to comply with current Health and Safety legislation

Ensure any health and safety concerns are reported to the Operations Manager

To be aware of and adhere to applicable practice rules, regulations, legislation and procedures, national legislation (Health and Safety, COSHH, Data Protection).

Equality and Diversity:

The post-holder will support the equality, diversity and rights of patients, carers, and colleagues

Act in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with group processes and policies and current legislation

Respecting the privacy, dignity, needs and beliefs of patients, carers, and colleagues

Behaving in a manner that is welcoming, non-judgemental and respects the individuals circumstances, feelings, priorities, and rights

The details contained in this job description are not exhaustive and may change as the post develops.

Governance:

Identify and record risks and issues, developing contingency plans with service and contract leads

Ensure the PCN is compliant with health and safety policies and procedures to reflect current best practice

Ensure that the PCN board and Clinical director adhere to the governance structure as set out in the network agreement

Confidentiality:

To maintain confidentiality of information acquired in the course of undertaking duties for the practice.

Person Specification

Qualifications

Essential

Experience of working within General Practice A minimum of 1 year experience working in a high call volume setting Considerable experience of delivering an excellent customer service
Desirable

Experience of managing staff rotas ensuring staffing levels are safe to provide adequate cover for the continuation of Services Able to recognise staff training needs and deliver training tailored to individual learner and group learning Ability to manage staff individual performance through the one-to-one process
The Groups Values

Essential

The candidate must demonstrate an understanding of our values.
Experience

Essential

Robust organisational skills Excellent IT skills. Good numeracy skills Excellent communication skills Able to take a welcoming, sympathetic, and patient approach with all patients, visitors and callers Able to problem solve and take initiative Able to build supportive and productive working relationships across a team Self-motivated, reliable, and dedicated Able to manage conflict Flexible working attitude
Desirable

Leadership skills across sites Able to build supportive working relationships across the group, supporting teamwork between interdepending teams Can do attitude and forward thinker demonstrating a range on innovation or improvements to practice
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.

Beacon Medical Group

Mudge Way

Plymouth

PL7 1AD

Employer's website

https://www.beaconmedicalgroup.nhs.uk/

Job Type: Part-time

Pay: 23,147.67 per year

Expected hours: 34.75 per week

Application question(s):

Please demonstrate how you meet the essential knowledge and experience for this role. Please demonstrate how you meet the essential skills for this role. Please demonstrate your understanding of Beacon Medical Group's values.
Work authorisation:

United Kingdom (required)
Work Location: In person

Application deadline: 28/08/2025