Job summary
This is an exciting opportunity to join a fantastic team and support the delivery of Integrated Urgent Care and 111 across London. The successful candidate will be a central part of the management team at Croydon and will be a key part in helping to shape and manage the service going forward. We are looking for an inspirational, innovative and emotionally intelligent leader with a can do attitude who can support the team develop after a very challenging couple of years for staff and patients alike.
Main duties of the job
The Team Manager will manager approximately 20 Service Advisors and Health Advisors in 111. The candidate will ensure that the team have the right level of support, training and access to information and systems to ensure that they deliver this optimum service whilst ensuring patient safety and management of workforce. The successful candidate will have experience in operational service delivery, line management experience and strong interpersonal skills with attention to detail. There will be an expectation of working flexibly with the Croydon site where management cover is required.
About us
Our strategy 2023-2028 outlines how we plan to achieve this, and is centred upon three missions focused on:
- Our care- delivering outstanding emergency and urgent care whenever and wherever needed.
- Our organisation- being an increasingly inclusive, well-led and highly skilled organisation people are proud to work for.
- Our London- using our unique pan-London position to contribute to improving the health of the capital.
To achieve these three missions we have set ourselves 50 commitments to deliver over the next five years. In developing these ambitious commitments, we have engaged extensively both inside our organisation, with our partners and with our patients, and we have analysed population trends and horizon scanned the future.
Job description
Job responsibilities
As an integral part of the management of 111/IUC the Team Managers will be expected to:
- Provide line management to a multi-disciplinary team of approximately 20+ including visible and accessible leadership to support and supervise staff within the call centre.
- Be a role model leader by demonstrating effective and appropriate behaviours in both the day-to-day and high risk, difficult and distressing situation.
- Ensure that team members have the right level of support, training, guidance, and access to information and systems to ensure that they deliver optimum service within productivity targets whilst ensuring patient safety.
- To ensure that all staff deliver a high quality service in line with the 111/IUC and Trust Policies and Procedures.
- To support the Operation Supervisors to manage the shift, assisting with daily operational management and delivery of services.
- To support the objectives of both 111/IUC and the Trust in respect of efficiency, Quality Governance and performance.
- To lead by example and work towards embedding the 111/IUC and Trusts core values and embed best practice. Take responsibility for own continuous professional development.
- Maintain own call taking competencies by taking a calls as requested or when triggers are met ensuring that call review takes place.
- Maintain a good understanding of all policies, procedures and guidelines
- Attend all mandatory and statutory training and participate in IPR process with line manager.
- Positively contribute to team working across LAS Integrated Urgent Care to achieve organisational objectives.
- Contribute to service improvements and development. Support change in LAS including sharing and promoting best practice.
Job description
Job responsibilities
As an integral part of the management of 111/IUC the Team Managers will be expected to:
- Provide line management to a multi-disciplinary team of approximately 20+ including visible and accessible leadership to support and supervise staff within the call centre.
- Be a role model leader by demonstrating effective and appropriate behaviours in both the day-to-day and high risk, difficult and distressing situation.
- Ensure that team members have the right level of support, training, guidance, and access to information and systems to ensure that they deliver optimum service within productivity targets whilst ensuring patient safety.
- To ensure that all staff deliver a high quality service in line with the 111/IUC and Trust Policies and Procedures.
- To support the Operation Supervisors to manage the shift, assisting with daily operational management and delivery of services.
- To support the objectives of both 111/IUC and the Trust in respect of efficiency, Quality Governance and performance.
- To lead by example and work towards embedding the 111/IUC and Trusts core values and embed best practice. Take responsibility for own continuous professional development.
- Maintain own call taking competencies by taking a calls as requested or when triggers are met ensuring that call review takes place.
- Maintain a good understanding of all policies, procedures and guidelines
- Attend all mandatory and statutory training and participate in IPR process with line manager.
- Positively contribute to team working across LAS Integrated Urgent Care to achieve organisational objectives.
- Contribute to service improvements and development. Support change in LAS including sharing and promoting best practice.
Person Specification
Education
Essential
- Degree Level Education or equivalent relevant experience
- Management qualification or equivalent experience
- Evidence of relevant professional or personal development
Values & Behaviours
Essential
- Commitment to providing service that meets the changing needs of external and/or internal customers
- Ability to work effectively in a team, providing support and leadership as appropriate, to achieve shared goals
- Focus on constructive evaluation and challenge of own and team performance
- Proactive in identifying opportunities for improvement and innovation
Knowledge & Experience
Essential
- Experience of inbound/outbound call taking in a contact centre environment
- Experience in a management/supervisory capacity
- Effective decision making capabilities
- Ability to work to deadlines and evidence of time management skills
- Ability to work and lead in a team environment
Desirable
- Knowledge of telephone triage and understanding of risk management
- Awareness of staff rostering systems
Skills & Capabilities
Essential
- Computer literate with working knowledge of Microsoft office Applications
Person Specification
Education
Essential
- Degree Level Education or equivalent relevant experience
- Management qualification or equivalent experience
- Evidence of relevant professional or personal development
Values & Behaviours
Essential
- Commitment to providing service that meets the changing needs of external and/or internal customers
- Ability to work effectively in a team, providing support and leadership as appropriate, to achieve shared goals
- Focus on constructive evaluation and challenge of own and team performance
- Proactive in identifying opportunities for improvement and innovation
Knowledge & Experience
Essential
- Experience of inbound/outbound call taking in a contact centre environment
- Experience in a management/supervisory capacity
- Effective decision making capabilities
- Ability to work to deadlines and evidence of time management skills
- Ability to work and lead in a team environment
Desirable
- Knowledge of telephone triage and understanding of risk management
- Awareness of staff rostering systems
Skills & Capabilities
Essential
- Computer literate with working knowledge of Microsoft office Applications
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).
