NHS 111 Operational Performance Manager (Chesterfield)

Job description

Job responsibilities

What DHU can offer you:

Comprehensive Training:Successful candidates will undergo four weeks of full-time training, led by a team of dedicated trainers followed by three weeks of supported practice. You`ll be trained on NHS Pathways systems, a recognisable licence that you`ll receive on completion of training. Further details will be provided during the interview process. Note: No medical background is required.

Generous annual leave entitlement:Standard 25 days + 8 bank holidays, increasing with service up to 33 days + 8 bank holidays.

Employee benefits: As part of our team at DHU Healthcare, we believe in rewarding you, our colleague, for your hard work and dedication to providing the very best in patient care. As part of our team, you can enjoy a host of benefits to enhance your well-being.

Health Cash Plan: After six months with us, you'll enjoy 24/7 GP access for you and your family, along with a free Level 1 Health Cash Plan covering dental, optical, and therapy costs to support your health and well-being whenever you need it.

Access to the DHU Hub: Offering exclusive shopping and entertainment discounts, well-being resources, a health portal, and our Enhanced Employee Assistance Programme.

NHS Pension Scheme:Rest assured knowing your future is secure with our NHS pension scheme. Already an NHS employee? We acknowledge your continuous service and commitment to healthcare excellence allowing you to bring your existing pension pot and holiday allowance with you!

Car Lease Scheme:DHU has teamed up with NHS Fleet Solutions to offer a salary sacrifice scheme for colleagues. As part of our citizenship commitment and active approach to reducing our carbon footprint, we can provide you with lease options on a brand-new hybrid or electric car.

Enhanced Maternity/Paternity Leave:We understand the importance of family, which is why we offer enhanced maternity and paternity leave to support you during this special time in your life, supported by a robust Family Friendly policy.

Referral Programme: Share the benefits of working at DHU with your network and you can earn cash rewards through our Employee Referral Programme.

Birthday Leave Guarantee:Birthday leave isn't compulsory; it's entirely up to you! We cant always celebrate with you, so whether you choose to take the day off and indulge in a well-deserved break or prefer to work and save your leave for another time, the decision is yours to make!

Free Parking:We know how expensive public parking can be! Most of our sites offer free, secure parking for your vehicles.

What your typical day looks like:

• Lead and direct performance management processes to maintain exceptional performance levels.
• Drivingthe continual quality and efficiency improvement and innovation in service delivery processes.
• Aid in development of strategic projects and implementation of necessary changes to facilitate company growth.
• Ensure local site accountability for NHS 111 Services, complying with national and contractual standards.
• Work collaboratively to build and manage a dynamic, motivated, and well-trained team.
• Contribute to the development, implementation, and maintenance of workforce plans for the NHS 111 service.
• Lead proactive service planning to manage impacts on the service and support local Disaster Recovery and Business Contingency plans.
• Assist in project management, design, development, and implementation of new NHS 111 Services.
• Manage relationships and collaborate with the resource planning team to ensure appropriate staffing levels

To be a successful Operational Performance Manager youll need:

• Effective experience with various contact centre and telephony technologies
• Strategic level of contact centre experience
• Deep understand of KPI-driven performance management
• Proficiency in real-time management strategies
• Strong expertise in workforce planning and scheduling
• Ability to effectively manage HR processes within this context

More information on our recruitment process can be foundhereor reach out to our team of talent acquisition professionals by emailing:

111hrrecruitmentteam@dhuhealthcare.nhs.uk

Person Specification

Qualifications

Essential

• Educated to degree level or equivalent
• Qualifications in business or management

Experience

Essential

• NHS 111 experience at a strategic level.
• Extensive experience in real time management .
• Expertise in contact centre technologies including NICE, Redwood, Mitel, call routing, ACD functionality, reporting etc.
• Delivery of target driven performance.
• Extensive knowledge of healthcare.
• Team Management.
• Management level contact centre experience.
• Extensive use of Performance Management tools.
• Data Management.
• Previous experience of writing operating procedures.
• Familiarity with HR Best Practice.
• Management of Business Continuity Protocols to ISO standard.
• Implementation of Company Strategy.
• Contact centre resourcing experience.

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

DHU Healthcare

Address

The Quad - Block 2

Rowland Hill House

Chestfield

S49 1HQ

Employer's website

http://www.dhuhealthcare.com/ (Opens in a new tab)