Address
Form of work
SalaryWe have a new and exciting opportunity to join our NHS 111Mental Health First Responder Service as a Team Leader.
Within the service you will provide effective leadership, people management and expert knowledge to the 111 Mental Health Advisor team.
You will also work closely with the Service Manager in the operational delivery of the service ensuring it meets national guidance and local key performance indicators
The working hours will be mainly Mon-Fri, 9 – 5, however there will be some requirement to provide support out of hours, evenings, weekends across the 24/7 period.
About the role
Manage a team of 111 Mental Health Advisors (including recruitment, resourcing and planning) within the 111 MHFRS Contact Centre providing a single high quality point of access to the Mental Health First Response Service.
Provide Facilitation, and coordination of the MHFRS pathway and efficiently processing enquiries from patients, carers and external agencies in relation to process and general enquiries to support the service.
Support the Service Manager with reviews of administration systems and processes to ensure quality, adapt and implement changes and updates where needed to meet a variety of needs, coordinating with clinical and administrative staff to establish and streamline administrative processes across all pathways identified.
Support the Service Manager to embed expected patient care standards ensuring they are achieved and maintained in all aspects of administration work and communications to support the patient.
Provide a point of contact for patient complaints/incidents, reviewing and actively seeking to resolve, escalating to the Service Manager as required.
Support with the ongoing training and development needs within the 111 Mental Health Advisor Teams, with the ability to complete 121s, Appraisals, Probation Reviews and Absence Management meetings.
Undertake any reasonable duties/responsibilities to meet the needs of the organisation.
About you
Demonstrable experience of managing teams and associated HR processes
Demonstrable experience of meeting agreed performance targets
Demonstrable experience of working in a multidisciplined department with responsibility for managing projects and day-to-day activities
Demonstrable experience gained in an administrative or contact centre setting
Significant experience gained in a customer service setting
Demonstrable experience of complaints management
Understanding of NHS 111
Understanding of Mental Health Crisis Services
Awareness of care pathways
Understanding of GDPR
Developed communication skills, orally and in writing
Developed relationship building skills
Developed interpersonal skills
Developed presentational skills
Developed IT skills including Office 365
What we offer in return
We are proud to have been recognised and certified as a Great Place to Work, which speaks volumes on how much we value our staff members. In return for the hard work and dedication from our teams, we offer the following benefits:
30 days annual leave plus bank holidays (rising to 32 days at 5 years’ service) and the option to purchase or sell day
Enhanced pension
Wagestream - ability to release earnings, giving you instant access to your pay
Vitality Wellbeing Programme including Employee Assistant Programme, GP and priority physiotherapy access and shopping discounts with the opportunity to sign up for a Blue Light Card
Enhanced life assurance scheme, payment being three times your annual salary
Plus, many more great benefits on offer
Here at Everyturn Mental Health we champion equality, diversity and inclusion within the organisation by ensuring our opportunities are open to all and our approach is inclusive. We positively encourage applications from candidates regardless of sex, race, disability, age, sexual orientation, gender identity, religion/belief, marital status, or pregnancy/maternity.
We welcome you to be yourself at work and have a range of Colleague Networks for members and allies of the LGBTQ+; Black, Asian and minority ethnic; menopause and neurodivergent communities.
We particularly encourage applicants from ethnic minority backgrounds, as we strive to ensure our service reflects the diversity within our locality.
In order to streamline our recruitment process, once we have received a sufficient number of applications, we reserve the right to expire vacancies, so please submit your application as soon as possible.
