Call Centre Advisors

Call Centre Advisor – Responsibilities

Call Centre Advisors provide a professional, efficient, and courteous first point of contact for patients, carers, and other healthcare professionals.

The role focuses on handling incoming contact, including phone calls, emails, and tasks, to support access to appropriate clinical care and information.

Call Centre Advisors respond to patient enquiries, book appointments, and signpost to services as required, while maintaining high standards of confidentiality, professionalism, and customer service.

They act as the first point of contact for patients, carers, and healthcare professionals, delivering an empathetic service via telephone, email, and other communication channels.

Enquiries are managed by identifying patient needs, providing information, signposting appropriately and escalating urgent issues when required.

Appointments are booked using Systm One and free slot search in line with practice policies and clinical protocols.

Clinical and administrative tasks are prioritised and processed accurately, ensuring requests are directed to the appropriate clinician or team.

Patient records on Systm One are maintained accurately, documenting all interactions in line with confidentiality, data protection, and clinical governance standards.

Collaboration with clinicians and administrative colleagues supports effective patient flow and high‑quality service delivery.

Ongoing training is participated in to keep up to date with practice policies, SOP and system changes.

Flexible administrative support is provided during busy periods, staff absences, and changing service demands, including additional duties to support the smooth running of the practice.

Qualifications & Experience

• Essential: Disclosure and Barring Service (DBS) Check; maintaining confidentiality at all times.
• Desirable: Full UK driving licence.
• 1 year experience in a Customer Service/Reception Environment.
• Previous experience of team working; Previous NHS experience.
• Experience using Systm One (or similar).
• Excellent communication skills, face‑to‑face and on the telephone, including the ability to deal appropriately with difficult communication situations.
• Good interpersonal and organisational skills.
• Ability to translate information and details accurately both verbally and written.
• Understanding and adherence to a strict code of confidentiality.
• Confidence to use own judgement, based on resourcefulness and local knowledge in response to patient queries.
• Good working knowledge of Microsoft Office products and ability to use email/internet.
• Education to GCSE level or equivalent. GCSE Mathematics and English (C or above).
• Ability to maintain confidentiality; able to cope well under pressure; polite and friendly.
• About Lister House Surgery

We are a very friendly GP practice with over 70 years of history, led by a stable forward‑thinking partnership that is ready to embrace the new look of Primary Care.

We have four sites and over 45,000 patients spread across the city of Derby.

We seek someone who is keen to become part of a growing and supportive team and is looking to work in an ambitious practice.

Benefits

In return Lister House Surgery will offer you the following benefits

• Generous holiday entitlement
• NHS Pension Scheme
• Access to a variety of NHS discounts
• Employee EAP wellbeing support
• Employee discounts
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