NHS England

Telephony Support Manager

This job is now closed

Job summary

This is a fixed term vacancy until 31st January 2024, with the potential to become a permanent position.

We are looking for an enthusiastic, self-motivated individual with detailed knowledge and understanding of contact centre technologies.

As a Telephony Support Manager, the post holder will work as part a dynamic team delivering one of a number of high profile work-streams within the Urgent and Emergency Care Programme.

The NHS 111 telephony platform, which underpins the NHS 111 service by delivering 111 calls to the correct provider and making the 111 number free to the caller, was awarded in November 2021. Work is now progressing to implement this new contract, which includes 119 and the National Pandemic Flu Service.

Please note that the reason for the fixed term of your contact is: Short-term project due to funding.

Main duties of the job

The post holder will be responsible for all aspects of project and service management ensuring any projects and business as usual services are delivered in accordance with best practice guidelines and continuity of current service is maintained. Their duties will include:

Maintain Accurate and Effective Telephony Call Routing Plans for NHS111 & 119 and other system configurations
Single Virtual Contact Centre (SVCC) Support
NHS111 & 119 Telephony Reporting
NHS111 Clinical Governance Support - Ensuring call trace requests from providers and other agencies are completed and returned in a timely manner
Major Incident Management
Change Management
Supplier Management
Cisco WebEx Homeworker Solution Support
NHS 111 British Sign Language (BSL) Service Support
IUC NHS 111 Dashboard

The post holder will be expected to contribute detailed knowledge and understanding of contact centre technologies into any future design and planning process to ensure that the solution design is coherent and fits into the wider Integrated Urgent Care agenda.

About us

The NHS 111 telephony team are a small specialist team working within Integrated Urgent Care, providing technical telephony support to 111 providers.

As a team we are committed to creating a diverse and inclusive environment. We welcome applicants from diverse backgrounds, including race, disability, age, sex, gender identity, sexual orientation, religion and belief, marriage and civil partnership, pregnancy and maternity, and caring responsibility.

NHS England offers flexible working options.

Date posted

21 July 2023

Pay scheme

Agenda for change

Band

Band 7

Salary

£43,742 to £50,056 a year per annum (plus an enhancement of 4.5% paid for on call req)

Contract

Fixed term

Duration

5 months

Working pattern

Full-time

Reference number

990-NHSE0542-CE

Job locations

Quarry House

Quarry Hill

Leeds

LS2 7UE

Job description

Job responsibilities

See Job Description and Personal Specification for the details and the main responsibilities of the job.

Job description

Job responsibilities

See Job Description and Personal Specification for the details and the main responsibilities of the job.

Person Specification

Knowledge and Experience

Essential

Educated to Post-graduate degree level in relevant e.g Management Studies subject or equivalent level qualification or significant experience of working at a similar level in specialist area.
Extensive knowledge of contact centre technologies
Knowledge of Cisco ICM based routing products and the underlying carrier architecture
Demonstrated experience of co-ordinating projects in complex and challenging environments.
Ability to manage complex and often competing stakeholder demands
Ability to prepare and produce concise yet insightful communications for dissemination to senior stakeholders and a broad range of stakeholders as required.
Demonstrated capability to plan over short, medium and long-term timeframes and adjust plans and resource requirements accordingly.
Understanding of and commitment to equality of opportunity and good working relationships.

Person Specification

Knowledge and Experience

Essential

Educated to Post-graduate degree level in relevant e.g Management Studies subject or equivalent level qualification or significant experience of working at a similar level in specialist area.
Extensive knowledge of contact centre technologies
Knowledge of Cisco ICM based routing products and the underlying carrier architecture
Demonstrated experience of co-ordinating projects in complex and challenging environments.
Ability to manage complex and often competing stakeholder demands
Ability to prepare and produce concise yet insightful communications for dissemination to senior stakeholders and a broad range of stakeholders as required.
Demonstrated capability to plan over short, medium and long-term timeframes and adjust plans and resource requirements accordingly.
Understanding of and commitment to equality of opportunity and good working relationships.

Certificate of Sponsorship

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

Certificate of Sponsorship

Employer details

Employer name

NHS England

Address

Quarry House

Quarry Hill

Leeds

LS2 7UE

Employer's website

https://www.england.nhs.uk/about/working-for/ (Opens in a new tab)

Employer details

Employer name

NHS England

Address

Quarry House

Quarry Hill

Leeds

LS2 7UE

Employer's website

https://www.england.nhs.uk/about/working-for/ (Opens in a new tab)