AddressAbout The Role
Are you ready to lead a new team to excellence, ensuring every call is not just answered, but exceeded?
This role is to provide line management to call handlers within the 111 call centre and to provide training, coaching and mentoring of call handlers to ensure their competencies are maintained in line with the defined competency frameworks. The successful candidate will support the national team as required, ensuring attainment of all required key performance indicators (KPIs) and performance metrics and maintaining all patient safety standards.
This is a position of key responsibility for the effective delivery of Practice Plus Group`s NHS 111 services.
We are offering a contract of 37.5 hours per week, working days, nights & weekends.
- A salary from £28,507.50 per annum
- 25 days holiday per annum, increasing with service up to 28 days per year.
- Great job security and support.
- Practice Plus Group benefits including company pension scheme, 'Cycle 2 Work' scheme, life assurance, cycle to work scheme, retail discounts, Blue Light Card eligibility and an employee assistance programme for you and your family.
- Integrated Urgent Care team benefits that range from Healthcare Hero Awards and recognition prizes to themed occasions, charity days, and a fantastic range of social events.
What you'll be doing
Main Responsibilities and Duties:
- Provide training for call handlers in the use of NHS Pathways or other clinical decisions support systems and maintain communication link between different operational staff and other managers/supervisors.
- Create and maintain full training records for all call handlers
- To provide coaching as defined within the NHS Pathways role
- To conduct audits in the line with NQR and NHS Pathways CQI requirements
- Performance manage call centre staff to support the achievement of NQR and other service requirements of KPIs
- To participate with investigation of complaints as requested by Operations Manager and General Manager
- Undertake regular one to one reviews and staff meetings
- Ensure overnight health assessments are monitored
- Manage the rota to ensure the call centre is appropriately staffed at all times
- Monitor sickness, annual leave and staff attendance
- Participate in on call commitment with other Managers/Supervisors
What we’ll look for in you
The successful candidate will have the following skills and experience:
- Good general education.
- Ability to prioritize workload and work effectively under pressure.
- Call Centre Supervisory and organisational skills.
- IT Skills - Word, Excel and IT background of implementation.
- Effective communication skills.
- Ability to negotiate, influence and persuade as appropriate.
- Mature outlook with positive and professional attitude.
- Should be flexible in approach to ever changing demands.
