CallEEAST Supervisor

East of England Ambulance Service

The closing date is 07 April 2025

Job summary

CallEEAST are after a dynamic, fun, hardworking individual to join our team within the Contact Centre in Norwich, as a CALLEEAST Supervisor managing a team of Call Handlers.

Supervisors are the centre of everything we do - they run the shifts, manage teams and oversee the day to day running of the call centre - they are an integral part of our operation.

Amongst other things, we are looking for someone who demonstrates:- Previous experience of Managing a Team- A track Record of training and mentoring Staff- Good at maintaining Morale during tricky periods- Excellent Communication Skills (both written and oral)- An understanding of Patient Transport (not essential)

Main duties of the job

We are looking for an individual with good process management skills, an understanding of the pressures of a contact centre (especially within the NHS) as well as excellent communication skills as you will be dealing with members of the public, healthcare professionals and contract holders as well as a vast number of internal and external departments. The successful candidate will also demonstrate they have an understanding of managing a team and the associated issues that can occur as well as the varying personalities.

The contact centre runs 24/7, 365 days a year and it is a requirement of the job that Supervisors will be available to work weekends and bank holidays, including Christmas Day and Easter, in accordance with allocated rostered duties.

Be under no illusion - this is a very challenging role at times with high demand on the services we provide, as well as numerous other issues to resolve on a daily basis, but the successful applicant will demonstrate an ability to thrive under such pressures and help move the contact centre forward under the guidance of the CallEEAST Leadereship Team. We're looking for the person with the right attitude and personality to come on board and move us forward.

About us

You'll have the opportunity to work in one of the most diverse regions in the country, with the vibrant capital city just a stone's throw away and the invigorating North Sea coast to the east.At EEAST we bring together all our skills to provide 24 hour, 365 days a year urgent care to those in need of emergency and non-emergency medical treatment and transport in Bedfordshire, Hertfordshire, Essex, Norfolk, Suffolk and Cambridgeshire.We are always looking to innovate our approaches and work together to offer the best possible patient care across our counties.

We aim to represent and value the diversity of our local communities through our workforce and service provision. We therefore positively encourage applications from under-represented groups, such as Black, Asian, or other ethnic groups, individuals with a Disability, or LGBTQ+ individuals who meet the specific criteria.

We at EEAST want to support our employees achieve a balance between work and other priorities, such as caring responsibilities, family commitments, further learning, and other interests. We therefore welcome flexible working requests.

Date posted

24 March 2025

Pay scheme

Agenda for change

Band

Band 4

Salary

£26,530 to £29,114 a year per annum

Contract

Permanent

Working pattern

Full-time

Reference number

247-SS-CES-0325

Job locations

18 Central Avenue

St Andrews Business Park

Norwich

NR7 0HR

Job description

Job responsibilities

For a thorough and comprehensive understanding of the role, including all its specific requirements and responsibilities, please consult the attached Job Description and Person Specification. This document provides an in-depth overview that will give you a clear and detailed picture of what the position entails.

Please note, should you be successful in your application, you will be required to undergo pre-employment checks, prior to receiving an unconditional offer, if full employment checks cannot be achieved (this will include existing and unserved disciplinary sanctions), then your offer may be withdrawn.

How to applyStep 1 - Read the advert and the Job Description and Person Specification (attached)Step 2 - Complete the Supporting Statement - Your statement needs to indicate how you meet each of the criteria contained within the Person Specification.Step 3 - Complete the online application and upload your statement. Please note, CVs are not accepted.

Job description

Job responsibilities

Person Specification

Experience

Essential

Experience of Managing a Team
Demonstrates previous training and development of Staff

Desirable

Experience Managing Processes
Understanding of Patient Transport

Personal Skills

Essential

Outstanding Communication Skills both written and oral
Ability to Multi-task

Desirable

Previous experience with Conflict Resolution

Person Specification

Experience

Essential

Experience of Managing a Team
Demonstrates previous training and development of Staff

Desirable

Experience Managing Processes
Understanding of Patient Transport

Personal Skills

Essential

Outstanding Communication Skills both written and oral
Ability to Multi-task

Desirable

Previous experience with Conflict Resolution

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.