Job summary
(Please note that this advert may close sooner if there are a high number of applicants, and we recommend you apply early so as to not miss out).
JOB SUMMARY
The Contact Centre Manager role sits within the Operations Directorate and contributes to LCWs aim to deliver excellent, responsive patient care to the population we serve.
The role is 37.5 hours per week, to include unsocial working as needed to support the service delivery and on call duties.
On Call allowance to be agreed dependent on frequency.
The potholder will oversee all aspects of call centre activities, including the delivery of the NHS 111 service, ensuring all relevant standards are met and key performance indicators are achieved.
There will be a requirement to work unsocial hours to meet the needs of the business and to work as part of the on-call team on an on-call rota.
This is an exciting time to join LCW UCC, as we mobilise new contracts across our London portfolio. Are you able to maintain a calm considered approach to your work in a pressured environment? Do you want to lead and develop your team to provide the highest quality care to patients? Do you love solving problems and working as part of a high performing team? If so, we are looking for an experienced manager to run our busy contact centre in London and help delivery key contracts for patients across the Northwest and North Central boroughs of London.
For an informal discussion please contact susannah.winter@nhs.net
Main duties of the job
The Contact Centre manager will act as an exemplar to all staff, demonstrating LCWs core values and behaviours in all your transactions. You will be required to make judgments, plan activities including workforce planning, lead your teams development, and represent the organisation externally with key stakeholders.
KEY RELATIONSHIPS
Head of NHS 111, Senior Management Team, Team leaders, NHS 111 Health and Clinical Advisors, Clinical Quality Governance team, Commissioners, London Ambulance Service and other external service providers
About us
LCW is a not for profit social enterprise, commissioned solely by the NHS. Our core work currently has three strands: GP Out of Hours; Urgent Care; and delivery of NHS 111 service across 9 Boroughs across North Central and Northwest London (2.1 million patients).
Details
Date posted
08 September 2023
Pay scheme
Other
Salary
£40,000 to £50,000 a year Depending on experience
Contract
Permanent
Working pattern
Full-time
Reference number
B0441-23-0060
Job locations
St. Charles Hospital
Exmoor Street
London
W10 6DZ
Job description
Job responsibilities
DUTIES AND RESPONSIBILITIES
Management & Leadership
Deputise for the Head of NHS111 as appropriate.
Provide clear, visible leadership and management to the NHS 111 operational team in the successful delivery of NHS 111 services.
Acts as the operational lead in support of with other departments to implement new services and make changes to existing contracts.
Always acts as an ambassador for LCW UCC by promoting its vision values and interests. Act as a role model for all contact centre workforce, promoting a culture of inclusivity and belonging.
Develops and maintains strong working relationships with peers in other stakeholder organisations such as LAS and PPG amongst others.
Support the continuous development of the contact centre team to ensure resilience, including succession planning and talent development.
Provide leadership and direction to the whole of LCW UCC as part of the organisational escalation plans and on-call rota.
Encourages an organisation-wide culture of continuous of learning and improvement.
Service Delivery
Provide the day-to-day management of all contact centre related activities in line with LCW contractual requirements.
Monitor, review and manage all activities to ensure compliance against associated contractual and performance targets.
Support the Efficient Use of Resources to ensure that staff rosters are adequately filled and aligned to budget to support service delivery, minimising overtime and managing staff leave.
Use information to take effective decisions, interpreting and applying performance data to gain a reliable picture of individual and organisational performance.
Oversee the effective management of all related resource to maximise productivity and efficiency.
Address and resolve complex issues escalated by team leaders, and other contact centre staff as necessary.
Ensure equipment and technological resources required for operations are available and in working order.
Carry out performance reviews, capacity planning, and technological evaluation to determine action plan for improved operations.
Prepare and present up to date information and reports to both internal and external parties, providing appropriate narrative to describe trends and theme and associated actions.
Develop, review, and maintain a suite of up-to-date operating procedures to ensure adherence to all internal processes, any necessary license requirements and required legislation.
Provides direct line management to all staff in the contact centre, with devolved responsibility to the Team Leaders, ensuring adherence to all required standards, policies and procedures.
Implements the NHS Career Blueprint across IUC services.
Ensures a robust structure is in place to support the deliver of safe services through suitable staffing and rota arrangements.
In conjunction with other colleagues ensure all business continuity processes, major incident plans and emergency planning processes are robust, reviewed and tested, implementing any changes as necessary to ensure plans remain fit for purpose.
Workforce planning and engagement
Maintain accurate workforce plans in line with contractual income and activity levels, that support safe, high quality service delivery.
Work closely with HR and recruitment colleagues to attract and retain suitable skilled staffing who are motivated to work with LCW in achieving its objectives.
Identify and evaluate forces for change that may impact on the workforce to support the undertaking of appropriate mitigating actions. Analyse the forces for change and how they impact on the strategic planning of the organisation as well as organisational needs.
Recruit, orient, and support the successful training of Health Advisors, displaying LCWs core values to ensure maximum engagement and support retention.
Use key metrics to evaluate the performance of staff to identify the need for additional training and optimise performance.
Encourage the development of staff as part of a career pathway within LCW or the wider health system to promote LCW as an employer of choice and NHS 111 as a recognised career pathway.
Service Development & Improvement
Support the development of new services and the growth of LCW UCC
Take an operational lead role in the implementation of new services and any developments within the contact centre environment, ensuring all changes are assessed for impact on staff, patients and service delivery.
Develop strong relationships with key partners and stakeholders, identifying opportunities as they arise for LCW to support the wider system.
Financial, contracting and information management.
Have a good understanding of budgetary limits, and work within the organisations Standing Financial Instructions.
Ensure all services within remit are maintained in line with budgeted levels, flagging any areas that may not achieve financial compliance early and taking rectifying action as necessary.
Governance
Monitors and maintains systems and processes within the contact centre to ensure compliance with CQC and commissioner requirements.
Report risk and incidents as they arise, providing mitigating actions to reduce and remove risk as much as possible. Provide investigatory input to any incidents and complaints as required to support the governance team in meetings its responsibilities.
Implementing any action necessary to ensure learning from incidents is embedded within the organisation and all staff are aware of their responsibilities.
Self-Management
Take responsibility for own learning and development by recognising and taking advantage of all opportunities to learn, including full participation in appraisal, 1:1s, action learning and by maintaining a professional/personal portfolio of learning throughout the year to inform the appraisal process.
Make use of supervision i.e. participate in regular supervision in line with local guidelines in order to continually improve your performance and gain support following difficult or challenging interaction within your team.
Develop and maintain systems and processes to ensure that learning needs are identified and met, and that all learning is planned, implemented, evaluated, and shared to change and improve services according to changing health care needs.
Manage time in your business requires you to manage competing priorities, assess and implement methods to work more efficiently.
General
Act within the limits of your competence and authority i.e. work within the parameters of your own skills and knowledge, maintaining an awareness of service and practice developments. Adhere to all organisational procedures, protocols and other relevant memoranda as appropriate.
Make sure your actions reduce risks to health and safety by always maintaining a tidy office/call centre, cleaning equipment before use and supporting the maintenance of equipment by reporting any faults as per local procedures. Adhere to health and safety policies and report incidents, risks, complaints and compliments identified through Radar or via line manager.
Comply with legal requirements for maintaining confidentiality by maintaining strict confidentiality to all issues concerned with the service and adhere to requirements of the Data Protection Act 1984, Freedom of Information Act, Information Governance and Caldicott Principles.
Represent your area of responsibility in meetings by ensuring that you are adequately prepared for each meeting by canvassing the opinions of your team to represent their interest. Listen actively and communicate effectively to promote understanding.
Appraise information and knowledge resources in a health context. The appraisal is in connection with the validity, reliability, applicability, timeliness, authority and relevance of these resources. This work could be done in relation to, for example, product evaluation, the critical appraisal of relevant literature, pathways development and service re-design.
Analyse data and information and present outputs in a health context.
You will need to be able to select and use appropriate tools and techniques to analyse data and information. Tools and techniques will vary according to the data and information that is being analysed and your area of work. You will also need to be able to present the outputs of data and information analysis using suitable methods. Presentation methods will depend on the needs of the audience and the type of data and information that is being presented.
Find innovative ways to improve your business to maintain levels of patient satisfaction and to remain competitive.
Job description
Job responsibilities
DUTIES AND RESPONSIBILITIES
Management & Leadership
Deputise for the Head of NHS111 as appropriate.
Provide clear, visible leadership and management to the NHS 111 operational team in the successful delivery of NHS 111 services.
Acts as the operational lead in support of with other departments to implement new services and make changes to existing contracts.
Always acts as an ambassador for LCW UCC by promoting its vision values and interests. Act as a role model for all contact centre workforce, promoting a culture of inclusivity and belonging.
Develops and maintains strong working relationships with peers in other stakeholder organisations such as LAS and PPG amongst others.
Support the continuous development of the contact centre team to ensure resilience, including succession planning and talent development.
Provide leadership and direction to the whole of LCW UCC as part of the organisational escalation plans and on-call rota.
Encourages an organisation-wide culture of continuous of learning and improvement.
Service Delivery
Provide the day-to-day management of all contact centre related activities in line with LCW contractual requirements.
Monitor, review and manage all activities to ensure compliance against associated contractual and performance targets.
Support the Efficient Use of Resources to ensure that staff rosters are adequately filled and aligned to budget to support service delivery, minimising overtime and managing staff leave.
Use information to take effective decisions, interpreting and applying performance data to gain a reliable picture of individual and organisational performance.
Oversee the effective management of all related resource to maximise productivity and efficiency.
Address and resolve complex issues escalated by team leaders, and other contact centre staff as necessary.
Ensure equipment and technological resources required for operations are available and in working order.
Carry out performance reviews, capacity planning, and technological evaluation to determine action plan for improved operations.
Prepare and present up to date information and reports to both internal and external parties, providing appropriate narrative to describe trends and theme and associated actions.
Develop, review, and maintain a suite of up-to-date operating procedures to ensure adherence to all internal processes, any necessary license requirements and required legislation.
Provides direct line management to all staff in the contact centre, with devolved responsibility to the Team Leaders, ensuring adherence to all required standards, policies and procedures.
Implements the NHS Career Blueprint across IUC services.
Ensures a robust structure is in place to support the deliver of safe services through suitable staffing and rota arrangements.
In conjunction with other colleagues ensure all business continuity processes, major incident plans and emergency planning processes are robust, reviewed and tested, implementing any changes as necessary to ensure plans remain fit for purpose.
Workforce planning and engagement
Maintain accurate workforce plans in line with contractual income and activity levels, that support safe, high quality service delivery.
Work closely with HR and recruitment colleagues to attract and retain suitable skilled staffing who are motivated to work with LCW in achieving its objectives.
Identify and evaluate forces for change that may impact on the workforce to support the undertaking of appropriate mitigating actions. Analyse the forces for change and how they impact on the strategic planning of the organisation as well as organisational needs.
Recruit, orient, and support the successful training of Health Advisors, displaying LCWs core values to ensure maximum engagement and support retention.
Use key metrics to evaluate the performance of staff to identify the need for additional training and optimise performance.
Encourage the development of staff as part of a career pathway within LCW or the wider health system to promote LCW as an employer of choice and NHS 111 as a recognised career pathway.
Service Development & Improvement
Support the development of new services and the growth of LCW UCC
Take an operational lead role in the implementation of new services and any developments within the contact centre environment, ensuring all changes are assessed for impact on staff, patients and service delivery.
Develop strong relationships with key partners and stakeholders, identifying opportunities as they arise for LCW to support the wider system.
Financial, contracting and information management.
Have a good understanding of budgetary limits, and work within the organisations Standing Financial Instructions.
Ensure all services within remit are maintained in line with budgeted levels, flagging any areas that may not achieve financial compliance early and taking rectifying action as necessary.
Governance
Monitors and maintains systems and processes within the contact centre to ensure compliance with CQC and commissioner requirements.
Report risk and incidents as they arise, providing mitigating actions to reduce and remove risk as much as possible. Provide investigatory input to any incidents and complaints as required to support the governance team in meetings its responsibilities.
Implementing any action necessary to ensure learning from incidents is embedded within the organisation and all staff are aware of their responsibilities.
Self-Management
Take responsibility for own learning and development by recognising and taking advantage of all opportunities to learn, including full participation in appraisal, 1:1s, action learning and by maintaining a professional/personal portfolio of learning throughout the year to inform the appraisal process.
Make use of supervision i.e. participate in regular supervision in line with local guidelines in order to continually improve your performance and gain support following difficult or challenging interaction within your team.
Develop and maintain systems and processes to ensure that learning needs are identified and met, and that all learning is planned, implemented, evaluated, and shared to change and improve services according to changing health care needs.
Manage time in your business requires you to manage competing priorities, assess and implement methods to work more efficiently.
General
Act within the limits of your competence and authority i.e. work within the parameters of your own skills and knowledge, maintaining an awareness of service and practice developments. Adhere to all organisational procedures, protocols and other relevant memoranda as appropriate.
Make sure your actions reduce risks to health and safety by always maintaining a tidy office/call centre, cleaning equipment before use and supporting the maintenance of equipment by reporting any faults as per local procedures. Adhere to health and safety policies and report incidents, risks, complaints and compliments identified through Radar or via line manager.
Comply with legal requirements for maintaining confidentiality by maintaining strict confidentiality to all issues concerned with the service and adhere to requirements of the Data Protection Act 1984, Freedom of Information Act, Information Governance and Caldicott Principles.
Represent your area of responsibility in meetings by ensuring that you are adequately prepared for each meeting by canvassing the opinions of your team to represent their interest. Listen actively and communicate effectively to promote understanding.
Appraise information and knowledge resources in a health context. The appraisal is in connection with the validity, reliability, applicability, timeliness, authority and relevance of these resources. This work could be done in relation to, for example, product evaluation, the critical appraisal of relevant literature, pathways development and service re-design.
Analyse data and information and present outputs in a health context.
You will need to be able to select and use appropriate tools and techniques to analyse data and information. Tools and techniques will vary according to the data and information that is being analysed and your area of work. You will also need to be able to present the outputs of data and information analysis using suitable methods. Presentation methods will depend on the needs of the audience and the type of data and information that is being presented.
Find innovative ways to improve your business to maintain levels of patient satisfaction and to remain competitive.
Person Specification
Job Circumstances
Essential
- Commitment to role
- Able to work unsocial hours
- Flexibility to meet service/rota needs
- Ability to travel to all sites on request and external meeting locations on request
Qualifications
Essential
- Minimum GCSE level English and Maths or equivalent
- Leadership/management training or qualification
- Functional skills in literacy and numeracy and IT
Desirable
- CDSS coach trained or willingness to undertake relevant training
- Supervision/mentoring training or qualification
Skills & Abilities
Essential
- Ability to engage with people and motivate and support them to work to high standards (e.g. giving constructive performance related feedback in real time)
- Microsoft Office competent: particularly in Excel, Word and PowerPoint
- Able to interpret and apply data from a variety of sources and make meaningful judgements to support performance management.
- Excellent interpersonal/communication skills with a variety of media and all levels of staff
- Able to problem solve
- Ability to contribute to and manage change including others to bring staff with you
Desirable
- Experience of Adastra / Storm / rota master
- Experience of staff rostering
- Data modelling and excel analytical skills
Experience
Essential
- Experience working within a call centre, or other customer services/patient facing environment as a manager
- Previous experience of managing staff
- Experience of workforce planning processes
- Experience of overseeing and input into recruitment processes
- Experience of service development and process improvement
- Experience of risk management processes, and oversight of complaints and incidents
Desirable
- Previous experience working within IUC / NHS 111 call centre or NHS 999
- Knowledge and experience of local community, primary and urgent care services including key stakeholders
Personal Qualities
Essential
- Calm under pressure, able to use initiative and make decisions.
- Organised with effective time management.
- Fair and balanced approach
- Ability to deal sensitively with distressing, emotional situations.
- High ethical values, places emphasis on supporting and developing people
- Demonstrate ability to work in a team
- Conscientious, reliable and resourceful
- Highly motivated
- Professional attitude to employment
General
Essential
- Must be eligible to work in the UK
Person Specification
Job Circumstances
Essential
- Commitment to role
- Able to work unsocial hours
- Flexibility to meet service/rota needs
- Ability to travel to all sites on request and external meeting locations on request
Qualifications
Essential
- Minimum GCSE level English and Maths or equivalent
- Leadership/management training or qualification
- Functional skills in literacy and numeracy and IT
Desirable
- CDSS coach trained or willingness to undertake relevant training
- Supervision/mentoring training or qualification
Skills & Abilities
Essential
- Ability to engage with people and motivate and support them to work to high standards (e.g. giving constructive performance related feedback in real time)
- Microsoft Office competent: particularly in Excel, Word and PowerPoint
- Able to interpret and apply data from a variety of sources and make meaningful judgements to support performance management.
- Excellent interpersonal/communication skills with a variety of media and all levels of staff
- Able to problem solve
- Ability to contribute to and manage change including others to bring staff with you
Desirable
- Experience of Adastra / Storm / rota master
- Experience of staff rostering
- Data modelling and excel analytical skills
Experience
Essential
- Experience working within a call centre, or other customer services/patient facing environment as a manager
- Previous experience of managing staff
- Experience of workforce planning processes
- Experience of overseeing and input into recruitment processes
- Experience of service development and process improvement
- Experience of risk management processes, and oversight of complaints and incidents
Desirable
- Previous experience working within IUC / NHS 111 call centre or NHS 999
- Knowledge and experience of local community, primary and urgent care services including key stakeholders
Personal Qualities
Essential
- Calm under pressure, able to use initiative and make decisions.
- Organised with effective time management.
- Fair and balanced approach
- Ability to deal sensitively with distressing, emotional situations.
- High ethical values, places emphasis on supporting and developing people
- Demonstrate ability to work in a team
- Conscientious, reliable and resourceful
- Highly motivated
- Professional attitude to employment
General
Essential
- Must be eligible to work in the UK
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.
Employer details
Employer name
LCW UCC
Address
St. Charles Hospital
Exmoor Street
London
W10 6DZ
Employer's website
Employer details
Employer name
LCW UCC
Address
St. Charles Hospital
Exmoor Street
London
W10 6DZ
Employer's website
Employer contact details
For questions about the job, contact:
Details
Date posted
08 September 2023
Pay scheme
Other
Salary
£40,000 to £50,000 a year Depending on experience
Contract
Permanent
Working pattern
Full-time
Reference number
B0441-23-0060
Job locations
St. Charles Hospital
Exmoor Street
London
W10 6DZ