Job Title:
Call Handling Team Lead
Status: Permanent
Salary: £25,419 – £27,375 PA
FTE: Full time – 37.5 hours over 4 days per week
 Location: Practices of Living Well PCN Southampton  – primarily St Lukes
 Accountable to: Deputy Patient Services Manager
 Supervision exercised: Call Handlers 7-10 FTE

For more information on the role, please read our Call Handling Team Lead – Recruitment pack 

Our Reception teams are undergoing huge changes in preparing to become the most effective, quality, service-driven teams they have ever been. As part of this mission, we’re now looking to recruit a motivated Team Lead for our call handling function.

Our call handling team is a busy, multifaceted team answering calls to our 38,000+ patients every day. Your team will be the first port of call for answering patient queries and successfully signposting patients to online services. Our call handlers are administrators for appointment bookings, maintaining accurate patient records, and actioning daily tasks on our clinical systems. Working to call and waiting time targets, you’ll be the driver of KPI delivery in a team who have evolved from front desk, administration and generalist backgrounds.

Change management, process implementation and service improvement will all be evidenced in your experience and background. You’ll be an energised people manager; ready to face the daily challenges arising in your diverse team. You’ll love to coach and train new employees, adopting the strategies implemented by our Patient Services Management team, whilst developing new ideas of your own.

You should have at least 3 years’ experience in a supervisory or managerial role within a call centre, or dedicated call handling team, with prior experience of working as a Call Handler yourself. You’ll be comfortable working with data, collating information, analysis, and compiling reports. Managing Key Performance Indicators will be familiar to you and you’ll know how to motivate your team to achieve the best results.

This is a full-time role, worked across 4 days with Wednesday as a non-working day. You’ll predominantly be based at St Lukes Surgery but there will be some requirement to travel across sites for management meetings, training, and absence cover.

Our Call Handling team is an integral function within the Partnership. You should be ready to hit the ground running and work with your team to drive quality and results from day one. If this is you, we would really like to meet.

Please let us know how you meet our criteria in your cover letter, addressed to Gina Rouse, Operations & Patient Services Manager.

Please note that interviews will be taking place on Thursday 19th December

To apply

  • Provide an up to date CV and a supporting cover letter detailing how you meet the requirements of the role
  • Indicate your availability for interview on the Thursday 19th December
  • Applications are to be e-mailed to
  • Applications must be received by 09.00 am Thursday 9th December

Thank you for your interest and we look forward to hearing from you.

Dave Barclay

Managing Partner (Non-clinical)