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Badger Group

Team Leader

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This job is now closed

Job summary

As an out of hours and urgent care provider, we are seeking Team Leaders to work in our 24/7 operation based in Birmingham. Team Leaders are responsible for supervising the operational staff based at our Call Centre and Treatment Centres across Birmingham and Solihull. In addition, you will undertake management responsibility of the call handlers. As a Team Leader you will be an integral part of our frontline services team consisting of Clinicians, CCO and Receptionists.

You will be experienced in running a busy shift and supervising your colleagues to deliver a quality service to our patients. We are looking for Team Leaders who have a drive and passion to make a difference to peoples lives, to be able to work well as part of a team and have good problem solving and excellent interpersonal skills with an empathetic nature.

You will be a highly motivated individual with a flexible and positive approach to work. You can make an invaluable difference every day to patients by providing help and support to people at their time of need.

You will possess excellent organisational, influencing, and problem-solving skills and be able to act on your own initiative. You must have excellent communication skills as a large part of the role involves working closely with both clinical and non-clinical support staff.

Main duties of the job

  • The Team Leader is responsible for running and supervising the operations based at the ABR Call Centre and the remote Urgent Treatment Centre sites [UTC], providing support for the Badger Out of Hours service. The Team Leader is an integral part of the front-line services team consisting of Call Handlers, Receptionists, Clinical Receptionist/ HCSW, CCO, FSO and Clinicians at the Call Centre and UTCs.

  • You will ensure that all incoming calls are answered and resolved within agreed time scales in line with National Quality Requirements [NQR], in an appropriate and professional manner.

  • You will liaise with NHS 111 and other care providers who supply services across the West Midlands area.

  • You will be required to co-ordinate and motivate call centre and UTC staff and keep morale high. During busy periods you may be required to undertake the roles of call handler, dispatcher and receptionist.

  • The post holder will supervise and provide daily leadership within the Call Centre based at our Bourne Road site; some travelling may be required. The postholder will support the Operations Manager, ensuring key objectives are met and highlight areas of non-compliance within service delivery.

About us

Badger Group is a social enterprise that works with key stakeholders including NHS Trusts, local authorities, local Councillors & MPs and GPs to deliver best patient care.

Details

Date posted

22 November 2024

Pay scheme

Other

Salary

£15.67 to £18.03 an hour

Contract

Bank

Working pattern

Part-time, Flexible working

Reference number

B0581-24-0024

Job locations

1-2

Bourne Road

Birmingham

B6 7RD


Job description

Job responsibilities

  • To supervise all aspects of Operational Delivery on your shifts.

  • To effectively run the shift and resources in line with Badger policies and procedures.

  • To be compliant with Badger policies and procedures, including Health and Safety and GDPR.

  • To support the implementation of staff training programmes.

  • To demonstrate an accurate and professional attitude at all times.

  • To liaise with the On-Call Management Team should any issues arise on shift.

  • To attend meetings and training as and when required, supporting any changes to systems and processes.

  • To ensure all work is carried out to a high level of accuracy and to always ensure compliance with all company and other relevant standards/regulations and procedures

  • To participate in duties as designated by management.

  • To ensure that all Primary Care Centres are open on time and adequately staffed.

  • To ensure that workload for the Primary Care Centres and visiting teams are evenly balanced to prevent unnecessary delays in patient care

  • To ensure comfort calls to patients are carried out at busy times

  • Monitor incoming telephone call traffic and make interventions to ensure staffing and service levels are maintained at all times

  • To ensure all calls are cleared from the system at the end of each shift

  • To arrange for medical equipment/supplies to be sent to PCC centres as required

  • To ensure accurate recording of hours for all duty staff, arranging cover for sickness and absence

  • To ensure that all duty staff swipe in and out at the start and finish of a shift

  • To ensure that at the end of shift all working areas are left clean and tidy

  • To submit a Shift Report for every shift.

  • Any other duties as and when required (Adhoc)

Additional key accountabilities

  • Work on your own initiative with minimal daily supervision and oversee the daily management of the Call Centre.

  • Application of Human Resources policies for staff within the team including recruitment, induction, performance management, disciplinary and sickness absence monitoring taking appropriate action as required in accordance with Badger policies.

  • Proactive management of changing priorities to include coordinating daily cover across the Call Centre, maintaining service levels.

  • To be first point of contact when dealing with concerns, queries and complaints in regard to operational service delivery.

  • In conjunction with the Head of Operations ensure that demand and capacity of the Call Centre are revised in accordance with the agreed processes.

  • Development of excellent working relationships with key stakeholders such as Heads of Departments, GPs, HR and colleagues.

  • Involved in the planning and implementation of the organisational strategic plan and contribute towards ongoing service improvement.

  • Undertake an active role in projects relating to the development and evolution of services ensuring relevant SOPs are implemented in line with service developments and redesign.

  • Investigate any incidents relating to administrative functions within the Call Centre.

  • Undertake quality audits of call handling and administrative work of Call Handlers within a team setting.

  • Develop and empower all members of your team to undertake the roles to the highest standards.

  • Ensure that a supportive team management style is in place and carry out monthly personal development reviews for direct reports. Ensure all direct reports receive an annual PDR which outlines key objectives and training outcomes.

  • Develop team knowledge and skills which promote equality and diversity and address inequalities through respectful practice.

  • Conduct 1:1 meeting, performance management and line management duties.

  • Providing best practice to operational team and to assigned team members.

  • Development of excellent working relationships with key business partners and stakeholders such as Heads of Service, Clinicians, students, Informatics along with colleagues in other Specialty Management Groups.

Job description

Job responsibilities

  • To supervise all aspects of Operational Delivery on your shifts.

  • To effectively run the shift and resources in line with Badger policies and procedures.

  • To be compliant with Badger policies and procedures, including Health and Safety and GDPR.

  • To support the implementation of staff training programmes.

  • To demonstrate an accurate and professional attitude at all times.

  • To liaise with the On-Call Management Team should any issues arise on shift.

  • To attend meetings and training as and when required, supporting any changes to systems and processes.

  • To ensure all work is carried out to a high level of accuracy and to always ensure compliance with all company and other relevant standards/regulations and procedures

  • To participate in duties as designated by management.

  • To ensure that all Primary Care Centres are open on time and adequately staffed.

  • To ensure that workload for the Primary Care Centres and visiting teams are evenly balanced to prevent unnecessary delays in patient care

  • To ensure comfort calls to patients are carried out at busy times

  • Monitor incoming telephone call traffic and make interventions to ensure staffing and service levels are maintained at all times

  • To ensure all calls are cleared from the system at the end of each shift

  • To arrange for medical equipment/supplies to be sent to PCC centres as required

  • To ensure accurate recording of hours for all duty staff, arranging cover for sickness and absence

  • To ensure that all duty staff swipe in and out at the start and finish of a shift

  • To ensure that at the end of shift all working areas are left clean and tidy

  • To submit a Shift Report for every shift.

  • Any other duties as and when required (Adhoc)

Additional key accountabilities

  • Work on your own initiative with minimal daily supervision and oversee the daily management of the Call Centre.

  • Application of Human Resources policies for staff within the team including recruitment, induction, performance management, disciplinary and sickness absence monitoring taking appropriate action as required in accordance with Badger policies.

  • Proactive management of changing priorities to include coordinating daily cover across the Call Centre, maintaining service levels.

  • To be first point of contact when dealing with concerns, queries and complaints in regard to operational service delivery.

  • In conjunction with the Head of Operations ensure that demand and capacity of the Call Centre are revised in accordance with the agreed processes.

  • Development of excellent working relationships with key stakeholders such as Heads of Departments, GPs, HR and colleagues.

  • Involved in the planning and implementation of the organisational strategic plan and contribute towards ongoing service improvement.

  • Undertake an active role in projects relating to the development and evolution of services ensuring relevant SOPs are implemented in line with service developments and redesign.

  • Investigate any incidents relating to administrative functions within the Call Centre.

  • Undertake quality audits of call handling and administrative work of Call Handlers within a team setting.

  • Develop and empower all members of your team to undertake the roles to the highest standards.

  • Ensure that a supportive team management style is in place and carry out monthly personal development reviews for direct reports. Ensure all direct reports receive an annual PDR which outlines key objectives and training outcomes.

  • Develop team knowledge and skills which promote equality and diversity and address inequalities through respectful practice.

  • Conduct 1:1 meeting, performance management and line management duties.

  • Providing best practice to operational team and to assigned team members.

  • Development of excellent working relationships with key business partners and stakeholders such as Heads of Service, Clinicians, students, Informatics along with colleagues in other Specialty Management Groups.

Person Specification

Experience

Essential

  • Ability to develop a fair and equitable working environment.
  • A minimum of 2 years' experience in supervising an effective team.

Qualifications

Essential

  • GCSE English and Maths A-C grade or equivalent.
  • Able to work towards a Team Leading qualification.
Person Specification

Experience

Essential

  • Ability to develop a fair and equitable working environment.
  • A minimum of 2 years' experience in supervising an effective team.

Qualifications

Essential

  • GCSE English and Maths A-C grade or equivalent.
  • Able to work towards a Team Leading qualification.

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

Badger Group

Address

1-2

Bourne Road

Birmingham

B6 7RD


Employer's website

https://www.badger-group.com/ (Opens in a new tab)

Employer details

Employer name

Badger Group

Address

1-2

Bourne Road

Birmingham

B6 7RD


Employer's website

https://www.badger-group.com/ (Opens in a new tab)

Employer contact details

For questions about the job, contact:

Recruitment Team

recruitment@badger.nhs.uk

Details

Date posted

22 November 2024

Pay scheme

Other

Salary

£15.67 to £18.03 an hour

Contract

Bank

Working pattern

Part-time, Flexible working

Reference number

B0581-24-0024

Job locations

1-2

Bourne Road

Birmingham

B6 7RD


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