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111 Team Leader

Job Reference: 195-20-155-MJH

South Central Ambulance Service
195 14 NHS 111 N
Bicester, Oxfordshire
£24,907 to £30,615 pa

Have you got what it takes to be a Team Leader within our 111 Integrated Urgent Care Centre?


Are you passionate about providing high quality patient care?


Are you a natural leader?


Can you motivate a team to deliver exceptional service?


If the answers to these questions is ‘yes’, then read on – we have the opportunity for you.


We are looking for Team Leaders to join us within the 111 Call Centre in  Bicester.


About the job:


This is a demanding role, with no two days ever the same. You will manage the team of Health Advisors on shift each day, in conjunction with a clinical shift manager to ensure that resources are deployed effectively and the highest standards of service and care are provided to the patients who contact 111. You will monitor call centre performance throughout the shift, ensuring compliance with standard operating procedures.


You will also manage a team, undertaking appraisals, providing feedback, coaching and proactively developing individual careers. You will be responsible for attendance management as well as supporting and encouraging team members to provide exceptional service.  


For you to be successful in this role, this is what we need from you:


  • NHS Pathways trained, Core Module 2 and Pathways Coach.
  • Previous experience of team management in a call centre environment
  • Excellent IT skills, able to use computerised systems to track performance, gather and interpret data
  • Demonstrable experience and skills in performance management
  • Excellent customer service skills
  • Superb communication skills and a professional manner
  • Ability to work autonomously
  • Ability to prioritise and make operational decisions in a fast paced environment.



You must also have the ability to work a range of allocated shifts covering 24 hours per day 365 days a year. As the majority of the workload is outside of normal hours, i.e. evenings and weekends, staff must be willing to work unsocial hours.  The vacancies are full-time, however flexible part-time workers will of course be considered.

The post holder will be required to undertake any statutory training and development relevant to the role through the use of an annual Personal Development Plan. Any training and development required as part of the role and ongoing development will be agreed with the post holder.

Shortlisting will be undertaken within two business days of this advert closing, with interviews arranged shortly afterwards.

Please note that the closing date given is a guide. We reserve the right to close this vacancy when we have received sufficient applications, so we advise you to submit your application as early as possible to prevent disappointment. Only those candidates who clearly demonstrate how they meet the person specification will be short listed for this role.

The full job description and person specification are attached to the advert.

Whilst we would like to assure you that SCAS endeavours to continue with the recruitment for this position as planned, please bear in mind there may be COVID19 related Government guidelines for us to adhere to that may cause changes out of our control. These changes may mean that we must alter our training delivery in which case we would inform you of any changes to the plan as soon as we can.

We actively welcome job applications from candidates who have a disability or who are members of the BAME, LGBT and Armed Forces community (including: Reservists, Veterans, Spouses and Cadets) Here at SCAS we are proud to have a workforce that reflects the diverse community we serve.

Communications regarding your application will be sent via NHS Jobs to your inbox. Please look out for e-mails from us relating to your application.

We do require three years’ worth of references (with no gaps) please be sure to provide sufficient information in the referencing section of your application form. We will only contact your referees after we have offered you a job.

The benefits bits:

  • Starting holiday entitlement is 27 days per annum, pro rata, plus bank holidays;
  • USH is paid in line with section 2;
  • All employees are automatically enrolled into the NHS Pension scheme (or NEST);
  • We operate from a comprehensive set of policies;
  • We operate regular staff surveys and our staff are encouraged to develop transferable skills and experience;
  • We work in partnership with our trade unions;
  • Applicants who have a disability or are members of the armed forces community who meet the minimum shortlisting criteria for their post of interest will be invited for an interview;
  • As an employer of choice, we value the wellbeing of our staff and have support networks in place to offer assistance as required;
  • South Central Ambulance Service has a Freedom to Speak Up Guardian and a Freedom to Speak Up Policy. We believe that effective speaking and listening up arrangements protect patients and improve the experience of patients and NHS workers.

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.

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