The posting itself says it can't offer visa sponsorship. The employer holds a live Home Office sponsor licence, but this role is advertised for people who already have the right to work in the UK.
Salary for this role£16 a year
Health and Care route minimum£25,000 a year
Pay basisNational pay scales (NHS bands)
NHS roles fall under the Health and Care Worker route. Salaries set by national pay scales (NHS bands) at or above the relevant band rate typically meet the occupation's requirement.
Individual eligibility depends on personal circumstances. These figures are public reference information, not advice or a verdict on this job.
Role description
Job summary
Do you understand the importance of delivering excellent customer service, have a naturally curious mindset and thrive in a fast-paced environment where no two days are the same?
If you're energised by improving services, developing people
and helping patients access the care they need, we'd love to hear from you.
Main duties of the job
You'll lead a busy and dedicated team responsible for the
virtual front door to one of the largest GP practices in the South East. You'll
use data, performance metrics, patient feedback and operational insight to
maintain excellent standards while continually looking for ways to improve how
our services are delivered.
About us
Portsdown Group Practice covers the
whole of Portsmouth from postcodes PO1 to PO7.
We operate from 6 surgeries: Cosham Park House (PO6 3BG), Crookhorn Lane
(PO7 5XP, Heyward Road (PO4 0DY), Kingston Crescent (PO2 8AL), Paulsgrove (PO6
4HJ), and Somerstown (PO5 4EZ).
We are our own Primary Care Network
(PCN). We have Clinical Partners, Salaried GPs and a comprehensive Nursing and
extended clinical team overseen by our Clinical Team Manager. The team consists of Nurse / Paramedic Practitioners,
Registered Nurses, HCAs, MSK Physiotherapists, Podiatrist, Social
Prescribers and Care Co-ordinators. The Pharmacy team consists of Clinical
Pharmacists and Pharmacy Technicians.
The Practice is well established,
financially secure and successful.
Details
Date posted
27 October 2026
Pay scheme
Other
Salary
£16.30 an hour
FTE of £31,361
Contract
Permanent
Working pattern
Part-time
Reference number
A2111-26-0036
Job locations
Portsdown Group Practice
Cosham Park Avenue
Portsmouth
PO6 3BG
United Kingdom
Job description
Job responsibilities
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.
Person Specification
Knowledge
Essential
Knowledge of customer service principles and practices
Excellent telephone manner
Knowledge of KPIs
Conversant in Microsoft Excel
Desirable
Knowledge of call centre telephony and technology
Knowledge of online consultations in Primary Care
Qualifications
Essential
Customer service NVQ or equivalent
Desirable
Managerial or leadership qualification
Experience
Essential
Minimum 2 years work experience in a customer focussed role in a supervisory/lead capacity
Demonstratable experience of supervising a complex and diverse team
Experience of recording and presenting data in relation to Key Performance Indicators (KPIs)
Desirable
Previous history of working in an inbound call centre
Experience of complaints management
Skills
Essential
Ability to use initiative to proactively improve processes
High attention to detail and accuracy
Ability to work under pressure
Excellent verbal and written communication skills
Adaptability and resistance
Able to firmly but constructively challenge poor practices or behaviours among peers
Other
Essential
Are you able to work the hours as set out in the Vacancy Pack? Mon 0730 to 1500, Tues 0730 to 1500, Weds 0730 to 1330, Thurs 0730 to 1330 and Fri 0730 to 1330?
Other
Essential
This role is not eligible for sponsorship now or at any time. Do you hold the open-ended independent right to work in the UK?
