Contact Centre Service Manager - Medical
The closing date is 27 November 2025
Job summary
The Medical Service Manager will be responsible for the safe, effective, and efficient running of the LCD contact centre operation, including all services provided by the contact centre team. In addition, the post holder will deputise for the Head of Contact Centre Operations as required, ensuring continuity of leadership and operational oversight during periods of absence.
Main duties of the job
- Drive the delivery and continuous development of the contact centre operation, ensuring alignment with the LCD Operations Plan and organisational objectives.
- Act as deputy for the Head of Contact Centre Operations when required, maintaining continuity of leadership and operational oversight.
- Ensure all contractual, performance, and financial standards are consistently met within agreed frameworks, and that the team operates in full compliance with CQC requirements.
- Identify, evaluate, and recommend service improvements to the Line Manager, including cost-effectiveness, anticipated impact on performance, and risk mitigation.
- Work as part of the wider Operations Management team to support the delivery of end-to-end care pathways and integrated service provision.
- Manage the Duty Management team and maintain a robust shift rota to provide 24/7/365 cover, including stepping in to provide cover when necessary.
- Partner with LCD support services to ensure staffing levels, equipment, and resources are maintained within budgetary constraints.
- Develop, implement, and regularly test business continuity plans for all sites where contact centre activities are carried out.
- Produce agreed performance reports, prepare operational plans, and develop business cases to support service development and strategic objectives.
- Create and promote an inclusive, supportive, and high-performing culture within the contact centre team.
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
- Hybrid Working Available
- 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
14 November 2025
Pay scheme
Other
Salary
£38,840 a year
Contract
Permanent
Working pattern
Full-time
Reference number
B0250-25-0052
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:
