Duty Shift Leader

Reports to: Operations Lead

Hours of Operation: The Operational team reflects the hours of operations for our clients, and we therefore need Duty Shift Leaders in place from 7:30am and 6:45pm. A handover from running real time operations will take place mid-shift.

Working Hours: 30-37.5 hours per week, between 10.45am-18:45pm, Monday to Friday.

Salary: £12.50 per hour

About Us

LineIn provides remote call handling and triage services to a large number of GP practices across the UK.

We are growing rapidly, and despite the challenges of remote working, we are a well supported, diverse and vibrant team.

Our main aim is to support GP practices with the unprecedented demand in healthcare and to give patients greater access to their healthcare.

Overview

We are recruiting for a new role as a Duty Shift Leader within the Live operational team as part of our restructure. The Operational Lead oversees the frontline arm of our remote call handling services, and they have direct line management of the Duty Shift Leader and oversight of the wider First Contact Advisor team.

The Duty Shift Leader is responsible for providing support to our First Contact Advisor team by conducting quarterly 1:1’s, regular performance reviews, return to work reviews, as well supporting with a variety of task including management of the Team Leaders email, monitoring of Google Spaces, manning of Escalations and Advice and Guidance channels and any other administrative tasks required by the Operational Lead team.

Key Responsibilities

• Oversee FCA team and ensure all are staff supported whilst on and off shift.
• Ensure all staff are present and correct in line with scheduled shifts.
• Monitor attendance, punctuality, and team performance throughout the day.
• Respond to questions and provide support to the team relating to site procedures, including maintenance of site handbooks and workflows.
• Upkeep of Team Leads email account daily.
• Ensure application of all LineIn policy across the First Contact Advisor team.
• Identify, document, and provide feedback to the Operational Team on issues that are observed as having an impact on both operations and employees.
• Maintenance of performance and quality reviews for all First Contact Advisors.
• To conduct and schedule quarterly 1:1s, Performance Reviews and Return to Works when required.
• Action feedback or ad-hoc training as an outcome from Complaints tracker
• To perform duties as and when required in line with the smooth running of the Operations team.

SKills & Experience

Qualifications and Experience:

Possess relevant qualifications or equivalent experience in line with the job description.

Team Management:

Proven track record in effectively supporting staff and managing a remote team of staff

Problem-Solving and Decision-Making:

Experience in dealing with live situations and able to prioritise tasks to ensure operational excellence.

Communication Skills:

Strong communication and interpersonal abilities with experience in the digital landscape of remote management preferred.

Technical Proficiency:

Proficiency in use of relevant software/tools.

Remote Working:

Confidence and experience to support over 100 staff on a daily basis.

Job Types: Full-time, Part-time

Salary: £12.50 per hour

Expected hours: 30 – 37.5 per week

Benefits:

• Work from home

Schedule:

• Monday to Friday

Work Location: Remote