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
Details
Date posted
16 September 2025
Pay scheme
Other
Salary
£14.50 an hour working in hours (£15.50 an hour working out of hours)
Contract
Fixed term
Duration
3 months
Working pattern
Full-time
Reference number
B0250-25-0041
Job locations
Local Care Direct
Longbow Close
Bradley
Huddersfield
HD2 1GQ
Employer details
Employer name
Local Care Direct
Address
Local Care Direct
Longbow Close
Bradley
Huddersfield
HD2 1GQ
Employer's website
https://www.localcaredirect.org/ (Opens in a new tab)
Employer contact details
For questions about the job, contact:
