Job summary
Local Care Direct is a non-profit Social Enterprise operating across 24 hours a day, 7 days a week, 365 days a year, to provide various primary and urgent health care services across West Yorkshire.
We have an exciting new role available in our Bradley based Contact Centre for a Contact Centre Team Leader to join the team working 37.5 hours per week.
This is a supervisory level role working within the contact centre, reporting to the Service Manager within medical services operations. We are looking for someone who has experience of staff supervision including setting performance targets and managing HR related incidents such as sickness absence. A key aspect of the role is to provide support and training for contact centre staff.
Hourly Rate: £14.50 in hours & £15.50 out of hours.
(In Hours = Monday to Friday 08.00 to 18.00 & Out of Hours = Monday to Friday 18.00 to 08.00 and all day Saturday Sunday)
Location: Unit 2, Longbow Close, Bradley, Huddersfield, HD2 1GQ
This is a full-time
role (37.5 hours per week) within a 24/7 operation. While the core hours will
be agreed in advance, flexibility is essential, as shift patterns will be
shaped by the availability and needs of the individuals who need engaging with.
As such, the Team Leader can expect to work predominantly evenings and
weekends.
Main duties of the job
This supervisory role within the contact centre reports to the Service Manager in medical services operations. The postholder must have experience in staff supervision, including setting performance targets and managing HR issues such as sickness absence. A key responsibility is to support and train contact centre staff.
You will supervise Contact Centre Agents and Controllers to ensure contractual and performance standards are consistently met within organisational and financial frameworks. Staff must operate within Care Quality Commission and Local Care Direct standards, promoting continuous improvement. You will deliver annual performance reviews and personal development plans, and take prompt action where performance falls below expected standards, ensuring KPIs are achieved.
In collaboration with the Service Manager, you will maintain and update Standard Operating Procedures (SOPs). You will provide on-the-job training (e.g. SystmOne, call handling, SOPs), ensure scheduled audits of inbound/outbound calls are completed and reported, and conduct timely DATIX investigations with findings shared appropriately.
You will plan and deliver inductions for clinical and non-clinical staff and support the Operations Service Manager as required.
About us
We care about people at Local Care Direct. Together, we act with kindness & respect, fairness & consistency, and honesty & integrity. Every one of our values is essential, but our impact is greater when we use all of them together.
Our purpose is to care for people. Established as a social enterprise in 2004 to deliver health services across West Yorkshire, our aim is to meet the needs and expectations of our patients, and our NHS and social care partners. Over the years, we have developed a broad range of services for patients across Yorkshire and the Humber including: a centralised contact centre, GP out of hours services, Urgent Treatment Centres, walk-in facilities, a dental assessment and booking service, as well as a number of bespoke services for our NHS clients.
Benefits of working for Local Care Direct:
- Employee Assistance Programme
- Comprehensive Staff Training programme
- Modern working environment with a positive atmosphere
- NHS Pensions
- NHS Discounts (Blue light card)
- Various hours available in a 24/7 environment
- Support available 24/7
- Health & Wellbeing group to support staff
- Supportive and Friendly teams
- Annual Awards focused on raising money to support a local charity
Job description
Job responsibilities
Job Purpose
This is a supervisory level role working within the contact centre and reporting to the Service Manager within medical services operations. The postholder must have experience of staff supervision including setting performance targets and managing HR related incidents such as sickness absence. A key aspect of the role is to provide support and training for contact centre staff.
- To supervise a team of Contact Centre Agents and Controllers, to always meet relevant contractual and performance standards, within both organisational and financial frameworks.
- To ensure that all Contact Centre Agents & Controllers always work within the Care Quality Commission framework and Local Care Direct Quality standards, to promote continuous improvement and development.
- To ensure that each Contact Centre Agent and Controller receives an annual performance and development review, incorporating the agreement of a personal development plan.
- To take appropriate and immediate action where work performance falls below the defined standard for the Contact Centre Agent and Controller roles, ensuring that relevant Key Performance Indicators are met wherever possible.
- Together with the Service Manager, to be responsible for maintaining all contact centre Standard Operating Procedures (SOPs) ensuring that these are correct and up to date.
- Training of Contact Centre Agents and Controllers, to include on the job training e.g. Systmone, Call Handling and SOPs.
- In line with the contact centre auditing framework, ensure the auditing schedule for Contact Centre Agent and Controller telephone calls (inbound and outbound), are carried out and reporting of the schedules made available to Service Managers as per the schedule.
- Conduct DATIX investigations in a timely manner reporting findings to both Service Managers and Clinical Governance.
- Plan, prepare and deliver inductions into the contact centre operations for both clinical and non-clinical staff.
- To assist the Operations Service Manager as required.
KEY PRINCIPLES
General:
- To contribute to the development of Local Care Direct and to support managers in the implementation of new or changed services which impact on LCD.
- To work with and support other managers as required e.g. in the testing and delivery of business continuity and contingency plans.
- Responsible for your own and others Health and Safety always. Ensure that Infection Prevention and Control measures are always adhered to.
Team:
- To develop appropriate mechanisms for staff communications plus feedback recognising a 24/7 operational rota.
- To involve members of the medical team in identifying means of improving the service for the benefit of patients and keeping patient care and safety at the forefront of everything you do.
Organisational:
- To uphold and promote Local Care Direct values and ensure these are translated into working practices and service design.
- To maintain the highest standards of conduct and appropriately challenge poor conduct and behaviours of others.
- To contribute to the development of the organisation and ensure it always remains fit for purpose.
COMMUNICATIONS & RELATIONSHIPS
- To ensure agreed lines of communication and reporting are implemented within the team to support all employees understanding LCD business plans, objectives, priorities and changes.
- To promote effective cross-functional working and that the operational team supports the achievement of objectives, standards and protocols of other LCD areas.
- To attend internal and external meetings representing LCD and engaging in discussions appropriate to the role and level of the post.
FINANCIAL RESOURCES
To ensure financial policies and procedures are maintained and the budget is adhered to and that best value for money is achieved.
CONFIDENTIALITY
To operate and ensure the team operates within information governance protocols and that business and patient confidentiality is always maintained.
TRAINING
To complete the defined company induction programme and core training for this role and mandatory refresher training thereafter and ensure that accurate records of training are maintained.
INFECTION PREVENTION AND CONTROL
Healthcare workers have a duty of care to patients and are expected to comply fully with the companies Infection Prevention and Control (IP&C) policies and attend/complete IP&C training, for personal and patient safety and for prevention of healthcare-associated infection (HCAI). Knowledge, skills and behaviour in the workplace should reflect this.
SAFEGUARDING
Individuals have a duty of care to children and vulnerable adults that they encounter whilst at work to safeguard and promote their welfare and to work to prevent, recognise, respond, appropriately refer and record potential neglect or abuse, adhering to the companys Safeguarding Children and Safeguarding Vulnerable Adults policies and procedures.
MANAGING SELF
Ensure that relevant professional practice is evidence based and current.
Ensure that continual professional development is maintained and facilitates the ability to provide care to a high standard in a way that is both safe and cost effective.
Ensure that mandatory training is up to date and participate in training as appropriate.
Effectively utilise time management, organisational, co-ordination and if required - management skills.
Identify own professional development needs through the Personal Development Review process (PDR).
The main duties and responsibilities shown here are not exhaustive and the postholder will be expected to carry out any reasonable activities according to the needs of the business as directed by the line manager.
Job description
Job responsibilities
Job Purpose
This is a supervisory level role working within the contact centre and reporting to the Service Manager within medical services operations. The postholder must have experience of staff supervision including setting performance targets and managing HR related incidents such as sickness absence. A key aspect of the role is to provide support and training for contact centre staff.
- To supervise a team of Contact Centre Agents and Controllers, to always meet relevant contractual and performance standards, within both organisational and financial frameworks.
- To ensure that all Contact Centre Agents & Controllers always work within the Care Quality Commission framework and Local Care Direct Quality standards, to promote continuous improvement and development.
- To ensure that each Contact Centre Agent and Controller receives an annual performance and development review, incorporating the agreement of a personal development plan.
- To take appropriate and immediate action where work performance falls below the defined standard for the Contact Centre Agent and Controller roles, ensuring that relevant Key Performance Indicators are met wherever possible.
- Together with the Service Manager, to be responsible for maintaining all contact centre Standard Operating Procedures (SOPs) ensuring that these are correct and up to date.
- Training of Contact Centre Agents and Controllers, to include on the job training e.g. Systmone, Call Handling and SOPs.
- In line with the contact centre auditing framework, ensure the auditing schedule for Contact Centre Agent and Controller telephone calls (inbound and outbound), are carried out and reporting of the schedules made available to Service Managers as per the schedule.
- Conduct DATIX investigations in a timely manner reporting findings to both Service Managers and Clinical Governance.
- Plan, prepare and deliver inductions into the contact centre operations for both clinical and non-clinical staff.
- To assist the Operations Service Manager as required.
KEY PRINCIPLES
General:
- To contribute to the development of Local Care Direct and to support managers in the implementation of new or changed services which impact on LCD.
- To work with and support other managers as required e.g. in the testing and delivery of business continuity and contingency plans.
- Responsible for your own and others Health and Safety always. Ensure that Infection Prevention and Control measures are always adhered to.
Team:
- To develop appropriate mechanisms for staff communications plus feedback recognising a 24/7 operational rota.
- To involve members of the medical team in identifying means of improving the service for the benefit of patients and keeping patient care and safety at the forefront of everything you do.
Organisational:
- To uphold and promote Local Care Direct values and ensure these are translated into working practices and service design.
- To maintain the highest standards of conduct and appropriately challenge poor conduct and behaviours of others.
- To contribute to the development of the organisation and ensure it always remains fit for purpose.
COMMUNICATIONS & RELATIONSHIPS
- To ensure agreed lines of communication and reporting are implemented within the team to support all employees understanding LCD business plans, objectives, priorities and changes.
- To promote effective cross-functional working and that the operational team supports the achievement of objectives, standards and protocols of other LCD areas.
- To attend internal and external meetings representing LCD and engaging in discussions appropriate to the role and level of the post.
FINANCIAL RESOURCES
To ensure financial policies and procedures are maintained and the budget is adhered to and that best value for money is achieved.
CONFIDENTIALITY
To operate and ensure the team operates within information governance protocols and that business and patient confidentiality is always maintained.
TRAINING
To complete the defined company induction programme and core training for this role and mandatory refresher training thereafter and ensure that accurate records of training are maintained.
INFECTION PREVENTION AND CONTROL
Healthcare workers have a duty of care to patients and are expected to comply fully with the companies Infection Prevention and Control (IP&C) policies and attend/complete IP&C training, for personal and patient safety and for prevention of healthcare-associated infection (HCAI). Knowledge, skills and behaviour in the workplace should reflect this.
SAFEGUARDING
Individuals have a duty of care to children and vulnerable adults that they encounter whilst at work to safeguard and promote their welfare and to work to prevent, recognise, respond, appropriately refer and record potential neglect or abuse, adhering to the companys Safeguarding Children and Safeguarding Vulnerable Adults policies and procedures.
MANAGING SELF
Ensure that relevant professional practice is evidence based and current.
Ensure that continual professional development is maintained and facilitates the ability to provide care to a high standard in a way that is both safe and cost effective.
Ensure that mandatory training is up to date and participate in training as appropriate.
Effectively utilise time management, organisational, co-ordination and if required - management skills.
Identify own professional development needs through the Personal Development Review process (PDR).
The main duties and responsibilities shown here are not exhaustive and the postholder will be expected to carry out any reasonable activities according to the needs of the business as directed by the line manager.
Person Specification
Knowledge
Essential
- Local Care Direct Services.
- Health and Safety principles.
Desirable
- Knowledge of working in a Contact Centre Environment.
- NHS Services.
- Infection Prevention and Control.
Qualifications
Essential
- Good level of English and Maths. GCSE Grade C / 4 and above
Desirable
- Management or Customer Service qualifications.
Skills
Essential
- Team building and development.
- Highly developed communication skills verbal and written.
- Experience in Microsoft packages and good IT skills including knowledge of MS Office.
- Able to develop good relationship with customers both internal and external.
- Fluent in English language.
Desirable
- Report writing.
- Conflict Resolution.
- Negotiation and influencing skills.
Experience
Essential
- Managing or working in a call centre environment or dealing with the public.
- Staff supervisory or management experience including annual performance reviews.
- Proven track record at motivating and leading staff.
- Achievement of KPIs for yourself and others who you supervise/manage.
- Delivery of training to staff.
- Report writing.
Desirable
- Working with core operational systems Systmone/ RotaMaster/ AccuRx.
- Understanding how to use data to manage performance.
- Understanding call flows and telephony systems.
Person Specification
Knowledge
Essential
- Local Care Direct Services.
- Health and Safety principles.
Desirable
- Knowledge of working in a Contact Centre Environment.
- NHS Services.
- Infection Prevention and Control.
Qualifications
Essential
- Good level of English and Maths. GCSE Grade C / 4 and above
Desirable
- Management or Customer Service qualifications.
Skills
Essential
- Team building and development.
- Highly developed communication skills verbal and written.
- Experience in Microsoft packages and good IT skills including knowledge of MS Office.
- Able to develop good relationship with customers both internal and external.
- Fluent in English language.
Desirable
- Report writing.
- Conflict Resolution.
- Negotiation and influencing skills.
Experience
Essential
- Managing or working in a call centre environment or dealing with the public.
- Staff supervisory or management experience including annual performance reviews.
- Proven track record at motivating and leading staff.
- Achievement of KPIs for yourself and others who you supervise/manage.
- Delivery of training to staff.
- Report writing.
Desirable
- Working with core operational systems Systmone/ RotaMaster/ AccuRx.
- Understanding how to use data to manage performance.
- Understanding call flows and telephony systems.
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.
