Job summary
Call Centre Manager Integrated Urgent Care (111) at Yorkshire Ambulance Service (YAS)
Help us to deliver the best possible care to our patients
As an Integrated Urgent Care (IUC) Call Centre Manager (CCM), you will be responsible for providing senior leadership in the IUC call centres, nurturing a culture of openness which supports individuals to deliver a high quality service for patients across Yorkshire and Humber.
The attitudes and behaviours demonstrated and lived within the role will be as important as results. It is essential for the Call Centre Manager to be flexible in their approach to managing the day to day running of busy call centres, ensuring that the service is best set to meet the needs of patients. This will need to be underpinned by strong, person-centred management, and the ability to inspire, guide and support staff and their personal well-being in this challenging environment.
Main duties of the job
Working closely with the IUC Workforce and Performance Manager, you will be responsible for the allocation of resources within the call centres, ensuring there are sufficient staff, clinical support, equipment, training, and development within a working environment that is conducive to effective operational delivery. This will be underpinned by use of Call Centre Industry best practice i.e., 'capacity planning cycle' where you will continually review the staffing numbers, budget, recruitment, and training plans to ensure capacity matches patient demand.
You will inspire, motivate and engage staff to ensure the delivery of the key performance indicators (KPIs) for the service ensuring effective and efficient quality of care is provided 24 x 7 x 365.
As a Call Centre Manager, you will provide leadership across the service; within the centres and directly to the Operational Service Managers (OSMs); working closely with the other Call Centre Manager to interpret national guidance, ensure consistency in approach, sharing of best practice and underpinning continuous improvement.
About us
WHO WE ARE
Yorkshire Ambulance Service (YAS) serves over 5 million people in the Yorkshire region covering an urban and rural area of almost 6,000 square miles and operates over vastly differing terrain ranging from isolated moors and dales to city centers, large urban areas and coastal stretches. YAS provides 24 hour urgent and emergency healthcare services through ourIUC and Emergency Call Centres.
Please read all the information in this advert and the supporting informationbefore submitting your application.
Job description
Job responsibilities
WHAT WERE LOOKING FOR
Full time (37.5 hours per week) based at our Wakefield Call Centre (Wakefield 41 Business Park)
As an experienced senior manager, you will have at least six months recent experience working in a managerial role within a call centre environment. You will be able to identify early and resolve disagreements and conflict, ensure staff are updated on service changes and communicate their suggestions to a broad range of colleagues. You will be able to quickly establish and develop good working relationships at all levels and in all disciplines throughout the Trust.
You will be committed to your own development and have the flexibility to meet the needs of the service, requiring availability to work a rota pattern which includes evenings, weekends, and public holidays. You will also take part in an on-call rota.In addition to the competitive salary, we offerunsocial payments for working in the Out of Hours periods and on call payments in line with NHS Agenda for Change.
You will have the flexibility to travel across our two both sites in Rotherham (Wath-upon-Dearne) and Wakefield, as well as the wider Trust when necessary.
Your values will align to those of the Trust.
If successful at the shortlisting stage, you will be invited to an assessment centre and interviewon 5 September 2023
Integrated Urgent Care leaders will shortly start to implement the outcomes of a wide ranging service review. Whilst this role may be impacted by the review, we expect it to remain within the structure and it will play an instrumental role in the delivery of the key objectives of that organisational change process.
For further details contact: Karen Cooper, Project Manager (karen.cooper15@nhs.net)
Informal discussions are welcomed and encouraged - to arrange a discussion please contact karen.cooper15@nhs.net
Closing date: Midnight on Wednesday 16 August 2023
Job description
Job responsibilities
WHAT WERE LOOKING FOR
Full time (37.5 hours per week) based at our Wakefield Call Centre (Wakefield 41 Business Park)
As an experienced senior manager, you will have at least six months recent experience working in a managerial role within a call centre environment. You will be able to identify early and resolve disagreements and conflict, ensure staff are updated on service changes and communicate their suggestions to a broad range of colleagues. You will be able to quickly establish and develop good working relationships at all levels and in all disciplines throughout the Trust.
You will be committed to your own development and have the flexibility to meet the needs of the service, requiring availability to work a rota pattern which includes evenings, weekends, and public holidays. You will also take part in an on-call rota.In addition to the competitive salary, we offerunsocial payments for working in the Out of Hours periods and on call payments in line with NHS Agenda for Change.
You will have the flexibility to travel across our two both sites in Rotherham (Wath-upon-Dearne) and Wakefield, as well as the wider Trust when necessary.
Your values will align to those of the Trust.
If successful at the shortlisting stage, you will be invited to an assessment centre and interviewon 5 September 2023
Integrated Urgent Care leaders will shortly start to implement the outcomes of a wide ranging service review. Whilst this role may be impacted by the review, we expect it to remain within the structure and it will play an instrumental role in the delivery of the key objectives of that organisational change process.
For further details contact: Karen Cooper, Project Manager (karen.cooper15@nhs.net)
Informal discussions are welcomed and encouraged - to arrange a discussion please contact karen.cooper15@nhs.net
Closing date: Midnight on Wednesday 16 August 2023
Person Specification
Skills/Competencies
Essential
- Proven leadership and team management skills with the ability to set clear standards, empower and delegate
- Ability to make sense of conflicting priorities and reach effective and timely solutions
- Understands the concepts of negotiation, and can apply tactics to negotiations in order to achieve satisfactory outcomes
- Able to distinguish between short term efficiency and longer term effectiveness, the need to deliver and the need to develop
Qualifications/Knowledge
Essential
- Educated to masters level or equivalent level of experience and knowledge working within a call centre management role
- Call Centre Management qualification or equivalent knowledge in call centre management
Experience
Essential
- Extensive knowledge of call centre environments with a track record of achievement in operational delivery through planning and resource allocations skills
- Senior leadership and management experience, preferably within a multi-site, 24 x 7 call centre operation
- Experience in developing a culture of staff engagement, inclusion and support in order to ensure an effective working environment
- Significant union/ partnership/ employee relationships experience
- Leading on developing major change programmes to improve service performance and / or staff wellbeing within the call centres
Personal/Other
Essential
- Positive attitude to changes in working practice.
- Demonstrates self -awareness which includes awareness of impact on others
- Ability to work flexibly to meet the changing needs of the service
- Able to demonstrate a commitment to achieving professional standards and quality care
- Work effectively as part of a team
Person Specification
Skills/Competencies
Essential
- Proven leadership and team management skills with the ability to set clear standards, empower and delegate
- Ability to make sense of conflicting priorities and reach effective and timely solutions
- Understands the concepts of negotiation, and can apply tactics to negotiations in order to achieve satisfactory outcomes
- Able to distinguish between short term efficiency and longer term effectiveness, the need to deliver and the need to develop
Qualifications/Knowledge
Essential
- Educated to masters level or equivalent level of experience and knowledge working within a call centre management role
- Call Centre Management qualification or equivalent knowledge in call centre management
Experience
Essential
- Extensive knowledge of call centre environments with a track record of achievement in operational delivery through planning and resource allocations skills
- Senior leadership and management experience, preferably within a multi-site, 24 x 7 call centre operation
- Experience in developing a culture of staff engagement, inclusion and support in order to ensure an effective working environment
- Significant union/ partnership/ employee relationships experience
- Leading on developing major change programmes to improve service performance and / or staff wellbeing within the call centres
Personal/Other
Essential
- Positive attitude to changes in working practice.
- Demonstrates self -awareness which includes awareness of impact on others
- Ability to work flexibly to meet the changing needs of the service
- Able to demonstrate a commitment to achieving professional standards and quality care
- Work effectively as part of a team
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
