Location
9 Holyrood St, London

Hours
Full Time (hours to be confirmed)

Salary
£37,000 per annum

About the Role
No Healthcare Experience Required! As our Quality & Performance Lead for the Patient Triage team, you will be the driving force behind a team that is the very first point of contact for patients. Every call is an opportunity to make a difference - and you will make sure those moments count. Your mission is to ensure patients get the right help, at the right time, delivered with empathy, accuracy, and efficiency. This is more than a typical Contact Centre role - it is a leadership position with real impact. You will take ownership of service quality, carrying out regular call audits and quality control checks to ensure conversations are safe, compliant, and patient-centred. You will monitor team and individual KPIs such as call response times, booking accuracy, productivity, and patient feedback, using data to drive continuous improvement and maintain high performance standards. Using your experience in KPI management and coaching, you will create a supportive, accountable culture where staff feel confident, well-trained, and motivated to deliver excellent service. From onboarding and developing new starters, to addressing performance concerns and resolving complex or escalated queries, you will be the steady hand that keeps operations running smoothly while continuously raising the bar for quality and patient care.

Experience
Previous experience in KPI management, team leadership, or quality assurance is essential. Experience in a contact centre or healthcare environment is advantageous but not required.

About you
You are a confident and empathetic leader with excellent communication and coaching skills. You are motivated to drive high standards of service and quality, able to manage multiple priorities and support your team effectively. You have a strong attention to detail and a passion for delivering patient-centred care.

Qualifications
No specific qualifications are required for this role, but relevant management or quality assurance certifications will be beneficial.