Aftercare Operations Coordinator - 36 hours

Job summary

Are you a highly organised and proactive professional with a passion for supporting healthcare services?

BPAS are looking for an Operations Coordinator to join the Aftercare team on a permanent basis. This role involves managing a team of Aftercare Call Handlers, delivering comprehensive and efficient assistance to the Aftercare Manager and team, handling administrative tasks, and providing problem-solving support as needed. Additionally, you will assist with workforce planning for Aftercare resources and deputise for the Aftercare Manager during their absence.

You will be working remotely from home, for 36 hours per week. Flexibility is required as you'll work across shifts in a service that operates 24/7, including evenings and weekends. More information regarding shift patterns and salary can be found below.

About you:

The successful candidate will have proven experience in managing people, excellent communication skills, and the ability to stay calm under pressure. You should have prior experience in telephone work, as well as significant experience providing administrative support. Proficiency in inputting data and using basic reporting and formulas in MS Excel is required.

Main duties of the job

• To ensure adequate Call Handler staffing levels with the necessary skills to meet service needs, participating in the recruitment, induction, and training of staff as necessary.
• To implement BPAS Policies and Procedures as a Line Manager, in accordance with authority limits, for example the Disciplinary Procedure, Sickness Absence Procedure and Performance Management Procedure.
• To undertake effective monitoring of employee performance against agreed quality standards and carry out regular one to ones.
• To receive contact from clients/others to the 24/7, 365 days a year Aftercare Helpline, providing a client-centred service which promotes confidence.
• To accurately document the relevant information and ensure appropriate and timely onward referral to, for example, the Aftercare Nurse, BPAS Unit or emergency services.
• To follow the appropriate policies, procedures and algorithms in relation to initial assessment of the urgency of the situation and advise the caller accordingly and appropriately.
• To assist in the implementation of procedures to meet Health Care Commission requirements for audit and record keeping and monitor administrative compliance highlighting areas of non-compliance to the Aftercare Manager.

About us

British Pregnancy Advisory Service (BPAS) is the UK's largest independent women's reproductive healthcare charity. We work mainly on behalf of the NHS across the country providing abortion, contraception, STI testing & treatment. We specialise in evidence-based, not-for-profit care reproductive healthcare.

Working with us:

Alongside a supportive and friendly working environment, BPAS has generous benefits:

• Life assurance cover at 3 times salary
• 34 days annual leave per year
• A defined contribution pension scheme.
• You will have access to our employee benefits programme through BHSF which includes special health & wellbeing services & lifestyle offers for you & your family. This includes various salary sacrifice schemes, counselling services & free private GP appointments.

BPAS is committed to safeguarding & promoting the welfare of vulnerable adults, children & young people through a safer recruitment framework. This includes a thorough selection process & a number of pre-employment checks.