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NB: This vacancy closed to applications on 06/09/2019.

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Contact Centre Manager, Bedford

Job Reference: J137-A-19-2201

Herts Urgent Care
Up to £32,000

Are you ready for a new challenge?An exciting opportunity has arisen for a Contact Centre Manager to join our IUC Service Delivery Team in Bedfordshire.

This role is ideal for an enthusiastic and experienced Customer Services professional with substantial team management experience in a contact centre environment.

The hours for this role are 37.5 per week. 30-50% of role is working out of hours plus on call and you will be required to travel to other HUC locations


Who are we?

HUC provides accessible and high quality Integrated Urgent Care services to nearly 3 million patients across a range of counties, including Hertfordshire, Cambridgeshire, Peterborough, Bedfordshire and Essex. When patients are ill and need the right medical attention, HUC provides the NHS111 and Out of Hours GP service.


The Role:

You will work closely with the Head of IUC to ensure the delivery of a high quality, cost effective Integrated Urgent Care (IUC) service across the region. This will include ensuring policies and procedures are agreed and adhered to and KPI’s for the Contact Centre are monitored and achieved and areas of concern are addressed and/or improved.

The Contact Centre Manager will be will also be responsible for the management of all contact centre staff including appraisals, 1-2-1 meetings, absence & performance issues.


Job Summary:

  • Day to day management of operations to ensure that service standards are met
  • Work in partnership with the Recruitment team to ensure an effective recruitment process is conducted
  • Implement plans to further improve the IUC Service whilst identifying best practice
  • Ensure that the Contact Centre staff receive regular and timely communications about the Regional and HUC overall performance
  • To maintain quality standards within the Contact Centre, investigating and resolving any complaints or performances
  • Continually reviewing the Contact Centre services and suggesting, costing and implementing changes.
  • Drive an effective on-boarding process to supports all new joiners
  • Working with the Training team to ensure that staffs are fully trained.



Role Expectations:

  • Evidence of ongoing professional development – including degree level studies or equivalent experience.
  • Experience of working within an urgent care provision or primary care environment.
    • Commitment to providing excellent customer service
    • Able to demonstrate excellent interpersonal and communication skills, written and oral.
    • Extremely well organised and diplomatic
    • Attention to detail and high levels of accuracy
    • A team player, highly motivated, with a “can do” approach
    • Previous staff management or supervisory experience for a large workforce
    • Commitment to continuous personal development
    • Car driver essential


As HUC is an organisation commissioned by the NHS, all roles are listed on the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (SI 1975/1023), which means they are eligible for a standard or enhanced check as appropriate from the Disclosure and Barring Service.

We are fully committed to Equality of Opportunity and welcome applications from all sections of the community.

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