Operational Delivery Manager - Welwyn Garden City

HUC

This job is now closed

Job summary

"Are you a dynamic leader with a passion for operational excellence? We're seeking a skilled Operational Delivery Manager to oversee high-demand service operations and drive exceptional quality, performance, and efficiency. As a first point of contact during real-time operations, you'll ensure seamless, responsive, and high-performing service delivery 24/7.

Why Join Us?As an Operational Delivery Manager, you'll have the unique opportunity to:o Lead a multidisciplinary team: Manage and support a dedicated team of frontline staff, ensuring consistent service delivery in a high-pressure environment.o Take ownership in real-time: Oversee operations, manage workloads, and address challenges proactively, from IT issues to safety concerns.o Drive operational excellence: Collaborate with teams to maintain high standards of efficiency, safety, and effectiveness.o Foster teamwork: Work closely with colleagues and leadership to meet performance targets and maintain service consistency across multiple sites

Main duties of the job

Key Responsibilities:

Serve as the primary leader for staff, providing real-time support, troubleshooting, and escalation as necessary.
Drive performance: Monitor operational metrics and make critical decisions to achieve Key Performance Indicators (KPIs).
Ensure safety and continuity: Oversee health and safety, act as Fire Marshal, and ensure readiness for emergency response needs.
Manage and resolve issues: Handle and log service-related complaints, liaise with external partners, and coordinate with internal teams to deliver effective outcomes.

What You'll Bring:

Proven experience in managing high-demand service environments, with a strong understanding of compliance and operational processes.
Exceptional leadership: The ability to inspire, manage, and motivate a diverse team while making swift, effective decisions.
Excellent communication skills: Ability to engage effectively with staff, stakeholders, and professional groups across all levels.
Technical proficiency: Strong knowledge of operational IT systems and tools, with the ability to adapt to new platforms.
Flexibility and adaptability: Willingness to work in a dynamic, 24/7 operational environment, including out-of-hours shifts.

About us

Why Work With Us?We are committed to fostering an inclusive, diverse workplace where everyone can thrive. Join a team where your leadership will make a real impact.

NHS Pension Scheme
Travel and expenses scheme
Career opportunities
Training and development opportunities
Access to employee perks and discounts, through NHS schemes and our own HUC Heroes benefit & wellbeing site
Employee Assistance Programme

We are an equal-opportunity employer and a Disability Confident Employer. If you are applying under the Guaranteed Interview Scheme, please inform our recruitment team.

We reserve the right to close this vacancy early, should we receive sufficient applications.

Date posted

19 December 2024

Pay scheme

Other

Salary

£31,000 to £33,000 a year Pro Rata regular overnight rotas will attract the higher salary

Contract

Permanent

Working pattern

Part-time

Reference number

4265-6885997-WGC

Job locations

Old Ambulance HQ

Ascots Lane

Welwyn Garden City

AL7 4HL

Job description

Job responsibilities

Please see attached documentation, for a complete job description and a detailed person specification.

Job description

Job responsibilities

Please see attached documentation, for a complete job description and a detailed person specification.

Person Specification

Knowledge and Experience

Essential

English and Maths to GCSE level 4 (Grade C) or equivalent
Developed IT and keyboard skills, confident with packages such as Word and Excel
Experience in a customer service role
Previous experience in a call centre environment and ability to manage and motivate people at various levels in the organisation
Developed communication (particularly persuasion, motivation and explaining) skills both verbal and written, such as management reports
Able to communicate effectively with a variety of staff and professional groups both internal and external to HUC
Strong organisational and delegation skills. The confidence to take appropriate leadership decisions
A flexible approach with willingness to undertake the full range of call centre roles when necessary
Able to work on own initiative with minimal supervision
Problem solving skills and comfortable making decisions.
Excellent role model and team player
Able to plan and organize work for self and as part of a team in the Contact Centre
Able to prioritise, adjusting plans where necessary to meet the needs of the service

Desirable

Knowledge of the NHS111 service with at least one year service
Pathways & Associated Systems working knowledge
Knowledge of Storm and Adastra software packages
Previous experience of working in a healthcare provider organisation ideally in the Out of Hours environment

Person Specification

Knowledge and Experience

Essential

English and Maths to GCSE level 4 (Grade C) or equivalent
Developed IT and keyboard skills, confident with packages such as Word and Excel
Experience in a customer service role
Previous experience in a call centre environment and ability to manage and motivate people at various levels in the organisation
Developed communication (particularly persuasion, motivation and explaining) skills both verbal and written, such as management reports
Able to communicate effectively with a variety of staff and professional groups both internal and external to HUC
Strong organisational and delegation skills. The confidence to take appropriate leadership decisions
A flexible approach with willingness to undertake the full range of call centre roles when necessary
Able to work on own initiative with minimal supervision
Problem solving skills and comfortable making decisions.
Excellent role model and team player
Able to plan and organize work for self and as part of a team in the Contact Centre
Able to prioritise, adjusting plans where necessary to meet the needs of the service

Desirable

Knowledge of the NHS111 service with at least one year service
Pathways & Associated Systems working knowledge
Knowledge of Storm and Adastra software packages
Previous experience of working in a healthcare provider organisation ideally in the Out of Hours environment

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.