Practice Plus Group
Call Center Manager
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Location: Exeter
As the Call Centre Manager, you will play a critical role in leading the operational performance of our NHS 111 and Integrated Urgent Care contact centre. Reporting to the Head of IUH Contact, you will be responsible for ensuring the service delivers an exceptional patient experience while consistently achieving key performance targets, quality standards, and contractual requirements.
This is a highly visible leadership role that requires a balance of strategic thinking and hands-on operational management. You will work closely with managers, clinical teams, and stakeholders to drive service improvements, enhance performance, and create an environment where colleagues feel supported, engaged, and empowered to succeed.
You'll be joining a fast-paced and rewarding service that supports patients when they need healthcare advice and support most. Your leadership will be instrumental in ensuring that our teams deliver a caring, efficient, and high-quality service every day.
What you'll be doing:
As Call Centre Manager, you'll be responsible for the day-to-day leadership and management of the contact centre operation, ensuring the service runs efficiently and effectively while delivering the highest standards of patient care.
This role is Monday-Friday however you will be doing the occasional weekend work if business dictates as there will be silver on-call duty as part of this role.
Key Responsibilities:
- Lead and motivate managers and frontline teams to deliver an outstanding patient experience.
- Manage operational performance, service levels, quality standards, and KPIs.
- Support recruitment, onboarding, colleague development, and retention.
- Analyse performance data to identify trends and drive continuous improvement.
- Handle complaints and escalations, ensuring timely resolution and service enhancement.
- Oversee workforce planning to maintain appropriate staffing levels and mitigate risks.
- Contribute to operational improvements, policies, and procedures.
- Manage budgets and resources effectively to ensure high-quality service delivery.
- Build strong stakeholder relationships and represent the organisation at key meetings.
- Participate in the senior management on-call rota as required.
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What we’ll look for in you:
We're looking for an experienced operational leader who thrives in a fast-paced contact centre environment and has a genuine passion for delivering excellent customer and patient experiences. You'll be someone who can motivate teams, drive performance, and lead with confidence while maintaining a people-focused approach.
We're looking for an experienced and motivated leader who thrives in a fast-paced contact centre environment and is passionate about delivering excellent service. You'll be confident in managing teams, driving performance, and creating a positive culture where colleagues can succeed.
You will have:
- Previous experience in a Call Centre, Contact Centre, or Operational Management role.
- Strong leadership skills with the ability to coach, develop, and motivate teams.
- Experience managing performance against KPIs, service levels, and quality standards.
- A good understanding of workforce planning, resource management, and contact centre metrics.
- Excellent communication, problem-solving, and stakeholder management skills.
- Experience using contact centre technology, telephony systems, and performance reporting tools.
- A proactive approach, with a focus on continuous improvement and delivering outstanding patient and customer experiences.
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A good standard of education is required, with a degree-level qualification desirable but not essential.
At Practice Plus Group, we’re proud to be one of England’s leading independent NHS providers, revolutionising Integrated Urgent Care (IUC) with a fresh, innovative approach. We bring together NHS 111 call centres, clinical assessment services, and urgent care to ensure patients get the right care at the right time, in the right place. We treat everyone, patients and colleagues alike, how we’d want to be treated, and we are always striving to do things better, together. We embrace diversity and work as one big team to create a high-quality, caring experience for all.
Please note, candidates are required to have full eligibility and unrestricted right to work in the UK. We are unable to offer sponsorship for this position. All offers of employment are contingent upon the receipt of satisfactory references and a DBS check.
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