Shift Lead - Contact Centre

Are you an experienced team leader who thrives in a fast-paced environment and is passionate about delivering excellent patient care? Aspiro Healthcare is looking for an enthusiastic and motivated Shift Lead to join our friendly and supportive team within the Contact Centre. Working shifts between Monday and Friday, 7:30am to 6:40pm, you will provide day-to-day leadership, guidance and support to our Patient Services Advisors, ensuring patients receive a professional, compassionate and efficient service through our telephone and digital access channels. Interviews week commencing of 7th December 2026. This is a rewarding leadership role where you will play a key part in supporting staff, managing operational demand and helping to ensure patients access the right care at the right time. Every day is different. You'll be coordinating workloads, overseeing patient enquiries, supporting service delivery and acting as the first point of escalation for complex patient concerns., As a Shift Lead, you'll play a vital role in supporting the day-to-day running of the Contact Centre by:

• Providing leadership, guidance and support to Patient Services Advisors during your shift
• Monitoring telephone demand, digital patient requests and operational workloads
• Allocating and prioritising work to ensure service standards are maintained
• Managing staff breaks and coordinating shift cover arrangements
• Overseeing online consultation requests, website enquiries and shared inboxes
• Acting as the first point of escalation for patient concerns and complex enquiries
• Supporting staff with challenging conversations and providing coaching when needed
• Ensuring accurate recording of patient information and actions on clinical systems
• Identifying and escalating patient safety, service quality or operational concerns
• Supporting the induction, training and development of team members
• Contributing to service improvements and promoting a positive team culture
  
  We're seeking someone who can lead by example, remain calm under pressure and support colleagues to deliver outstanding patient service., If you're passionate about leading people, enjoy working in a fast-paced environment and want to play an important role in delivering exceptional patient care, we'd love to hear from you.
  
  Why join Aspiro Healthcare?
At Aspiro Healthcare, our patients are at the heart of everything we do. We pride ourselves on creating a positive working environment where colleagues are supported, valued and encouraged to develop their skills., Join Aspiro Healthcare and help us deliver outstanding care and access for our patients every day.


• A supportive and welcoming team culture
• Opportunities for leadership development and career progression
• A varied and rewarding role
• The chance to make a real difference to patient care and service delivery
• Modern systems and innovative ways of working
• The opportunity to help shape and improve patient access services