Contact Centre Team Leader bei Penrose Health
Penrose Health · London, Vereinigtes Königreich · Onsite
- Professional
- Optionales Büro in London
Location: London Bridge (on-site, with some travel to other sites)
Contract: Full-time, permanent
Salary: c. £30,000 – £33,000 per annum (depending on experience)
Help us make a difference for thousands of patients by supporting and developing our contact centre team. This is a unique role with a clear purpose — making sure patients get the right help at the right time.
You don’t need a healthcare background to apply. If you’ve led teams, trained staff, or audited performance in a contact centre or customer service environment, your skills can make a real difference here. We’ll give you the tools and training to apply your experience in healthcare.
Every day, our contact centre is the first point of contact for patients. We’re looking for a Contact Centre Team Leader who can support our team to provide excellent service — training staff, auditing performance, and helping resolve challenges as they arise.
Contract: Full-time, permanent
Salary: c. £30,000 – £33,000 per annum (depending on experience)
Help us make a difference for thousands of patients by supporting and developing our contact centre team. This is a unique role with a clear purpose — making sure patients get the right help at the right time.
You don’t need a healthcare background to apply. If you’ve led teams, trained staff, or audited performance in a contact centre or customer service environment, your skills can make a real difference here. We’ll give you the tools and training to apply your experience in healthcare.
Every day, our contact centre is the first point of contact for patients. We’re looking for a Contact Centre Team Leader who can support our team to provide excellent service — training staff, auditing performance, and helping resolve challenges as they arise.
Key Responsibilities
What you’ll be doing
- Supporting the Contact Centre Manager in the daily running of the team.
- Training new and existing staff on processes, systems, and patient communication.
- Auditing call handling and booking workflows, giving constructive feedback to staff.
- Troubleshooting issues with clinical staff and line managers on-site.
- Helping to resolve escalated queries or complex patient situations.
- Supporting with rota cover and day-to-day performance monitoring.
Skills, Knowledge and Expertise
About you
- Experience working in a busy contact/call centre (healthcare experience helpful but not essential).
- Comfortable auditing others’ work and giving feedback in a fair, professional, and practical way.
- Approachable, calm, and supportive — but able to keep clear boundaries with colleagues.
- Organised, reliable, and able to balance training, performance monitoring, and problem-solving.
- Good communicator, confident working with both frontline staff and senior management.
Benefits
What we offer
- A friendly, supportive workplace where you can develop your skills.
- Opportunity to shape how our contact centre staff are trained and supported.
- Workplace pension, staff wellbeing support, and training opportunities.
- Retail discount card
- Birthday off in addition to standard annual leave
- No weekend shifts / no evening / no bank holidays
