Team Leader

HUC

This job is now closed

Job summary

We are looking for Team Leaders who will operationally support a busy team across the South West Contact Centre including services from Somerset IUCS (Integrated Urgent Care Service) and Cornwall 111.

Main duties of the job

The role is to provide leadership when working on shift within the call Centre, line management and development to all staff. They will provide real time support and encouragement for their team member colleagues including appraisals, regular 1:1 meetings, performance management including absence management (where necessary) plus visible and accessible leadership for staff whilst on shift. You will also be responsible for ensuring we are managing the service to the best of our ability when on shift with ensuring the service delivery is at the highest standard.

Does this sound interesting to you? If so, we are looking for people who have

English and Maths to GCSE level 4 (Grade C) or equivalent

Knowledge of the NHS111 service*

Trained in de-briefing skills*

Excellent communication skills both verbal and written

Organised with good time keeping

Excellent role model

Able to work flexibly during the out of hours period to include weekends and evenings

Previous experience within a management role

Experience of line management

About us

HUC is at the forefront of change and innovation in the health sector. Were passionate about patient care and we have established a strong track record in delivering pioneering services.

Date posted

01 September 2023

Pay scheme

Other

Salary

£28,325 a year

Contract

Permanent

Working pattern

Full-time

Reference number

B0168-23-0160

Job locations

HUC

Ashford Court, Blackbrook Park Avenue

Taunton

TA1 2PX

Job description

Job responsibilities

Principle Responsibilities will Include:

To act as the first point of contact for team members, offering support and guidance in their

day-to-day activities.

To promote staff excellence and best practice paying attention to the delivery of a high-quality patient care.

To support staff within their roles across the Somerset IUCS and Cornwall 111.

Ensure contact with new team members at the earliest opportunity to support them in their role and deal with queries.

Ensure new starters have appropriate guidance through their probationary period and ensure

objectives are met prior to sign off probationary period.

Develop and sustain productive working relationships with colleagues in order to support real time management in your team, ensuring safe effective working.

Job Title: South West Team Leader

Principle Responsibilities Continued: Manage a busy shift for the IUCS ensuring the staff performance is met at all times to deliver the best patient care. Escalate to the on-call team when the need to escalate is required.

Work closely with the Head of IUCS and 111 Operations Lead to deliver the service in the most efficient way.

Conduct regular 1-2-1 meetings and appraisals for the staff and develop performance development plans as appropriate and facilitate achievement of objectives.

Hold regular team meetings and shift briefings, cascading information and escalating concerns as required.

Monitor annual leave to ensure team members are requesting and taking leave in a measured and timely manner.

Support team members whilst absent from work through sickness, maternity leave etc, support the return-to-work programme including return to work interviews.

Facilitate feedback to team members following audit, acknowledging achievements and supporting any areas of development identified.

Use data analysis to discuss performance achievements or concerns with staff. Set appropriate performance improvement plans. Ensure any performance concerns are addressed in real time, clearly documented and escalated to the Contact Centre Manager as appropriate.

Act as a point of escalation for the audit team for ongoing audit concerns.

Attend monthly Team Leader team meetings to share learnings and ensure continuous improvement.

By contributing to continuous quality improvements through own practice and through support of others, demonstrate and contribute to embedding organisational vision and values.

Keep up to date with your own training ensuring you are compliant at all times.