Shift Lead - Contact Centre


Company:	NHS Jobs
Salary:	£13.50
Hours:	Full-time
Location:	Derby, DE23 3TX
Job type:	Permanent
Posting date:	22 Aug 2026
Closing date:	6 Sept 2026

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Summary

Shift Lead - Contact Centre - Job Description Job Purpose The Shift Lead will provide day-to-day supervision, guidance and support to the Contact Centre team, shift-based between the hours of 07:30 and 18:40 Monday - Friday. The post holder will coordinate staff workloads, monitor telephone and digital demand and ensure patient contacts are managed effectively and within agreed timescales. The Shift Lead will act as the first point of contact for staff queries and escalated patient concerns. They will oversee key patient contact channels, including, telephone calls, Rapid Health, website enquiries and shared practice email inboxes, while supporting service quality, staff performance and continuous improvement. Key Responsibilities Team Leadership & Supervision Provide day-to-day supervision, guidance and support to Patient Services Advisors during the shift. Coordinate and prioritise staff workloads across telephone and digital patient-access channels. Adjust the allocation of work according to staffing levels, demand and service priorities. Manage staff breaks and shift cover to maintain appropriate service levels. Act as the first point of contact for staff requiring guidance or support with complex queries. Provide constructive feedback and coaching to support staff performance and development. Identify training or development needs and raise these with the Patient Services Manager. Support the induction and training of new and existing team members. Promote a professional, supportive and patient-focused working environment. Operational Management Monitor telephone queues, digital demand and outstanding workloads throughout the shift. Oversee and support Patient Services Advisors to complete Rapid Health requests on behalf of patients, ensuring information is accurately recorded before clinical triage by a GP. Monitor and coordinate responses to queries received through the practice website, ensuring they are handled accurately and within agreed timescales. Oversee and coordinate the management of shared practice email inboxes, allocating work appropriately and ensuring correspondence is actioned, responded to or escalated within agreed timescales. Ensure staff maintain accurate records of patient contacts and actions taken on the relevant clinical systems. Ensure outstanding work, staffing concerns and significant issues are included in an effective end-of-shift handover. Patient Support and Escalations Act as the first point of escalation for patients, carers or representatives when an enquiry cannot be resolved by a Patient Services Advisor. Manage challenging or sensitive conversations calmly, professionally and respectfully. Resolve concerns within the scope of the role and escalate complaints, patient-safety concerns or clinical matters through the appropriate process. Support staff when managing distressed, anxious or frustrated patients. Ensure urgent concerns are identified and escalated in accordance with practice procedures. Quality & Compliance Monitor adherence to safeguarding, confidentiality, and data protection policies. Identify and escalate issues impacting service quality or patient safety. Support training and development by identifying team training needs and facilitating learning opportunities. Communication & Reporting Serve as the main point of contact during the shift for team members and other departments. Keep the Patient Services Manager informed of significant staffing, performance or service-delivery concerns. Provide clear and timely information about telephone demand, digital workloads and outstanding work. Maintain appropriate records of significant shift issues, incidents and actions taken. Participate in team meetings and contribute to service-development and improvement initiatives. Communicate changes to processes and procedures clearly and consistently to the team. Confidentiality In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately. Post-holders must adhere to the following principles: In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential. Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with Aspiro policies and procedures relating to confidentiality and the protection of personal and sensitive data. Health & Safety The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the Aspiro health & safety policy, the health & safety manual, and the Aspiro infection control policy and published procedures. This will include: Using personal security systems within the workplace according to Aspiro guidelines Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks; Making effective use of training to update knowledge and skills; Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards; Active reporting of health and safety hazards and infection hazards immediately when recognised; Keeping own work areas generally clean and overseeing Site Managers in the maintenance of general standards of cleanliness consistent with the scope of their role Undertaking periodic infection control training (minimum annually); Reporting potential risks identified to the Aspiro Management Equality & Diversity The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include: Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with Aspiro procedures and policies, and current legislation; Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues; Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights. Job Description Reviews This job description is intended to provide an outline of the key tasks and responsibilities only, the list is non-exhaustive. There may be other duties required of the post holder commensurate with their position. This description will be open to regular review and may be amended in the light of developing or changing services, or as part of an individual performance review process. All members of staff should be prepared to take on additional duties or relinquish existing duties in order to maintain the efficient running of Aspiro.

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