Job summary
Are you looking for a new challenge?
We are currently looking for motivated individuals to join the National Operations Service (NOS) as the National Operations Service Call Centre Managerfor the Multi-Cancer Blood Test (MCBT) Programme.
The NHS Long Term Plan has set out key ambitions for cancer diagnosis and care. This aims to ensure that an extra 55,000 people each year will survive their cancer for five years or more, and 75% of people with cancer will be diagnosed at an early stage. Increasing earlier-stage diagnosis rates, raises the likelihood of curative treatment and improves long-term survival. The plan aims to maximise the number of cancers identified through screening.
Should the NHS-Galleri Trial meet interim goals, to be assessed in spring 2024, the NHSE MCED Blood Test Screening Pilot will offer up to 1 million Galleri tests (which has been found to predict the tissue of origin of >50 types of cancer) to asymptomatic people from summer 2024 for two years. Participants who receive a 'Cancer Signal Detected' result will be referred to secondary care for diagnostic testing to confirm if cancer is present.
The National Operations Service will support the NHSE MCED Blood Test Screening Pilot through the provision of 3 main operational functions:
- Demand Management Team
- Call Centre Team
- Clinical Team
The National Operations Service Call Centre Manager will be responsible for the overall management of the Call Centre Team.
Main duties of the job
The National Operations Service Operational Manager will support the senior management team in the delivery of the strategic priorities of the NHSE Multi-Cancer Blood Test Pilot Screening Programme by:
- Providing leadership to the call Centre team
- Overseeing the management of all booking and query calls for participants & public in a timely way in line with the KPIs, oversee management of the escalated call/clinical oversight.
- Ensuring participants can easily engage in the pilot
The Postholder will be:
- Responsible for the management of the National Operations Service (NOS) nonclinical call centre
- Responsible for day-to-day management, delivering training and assessing competency of all staff.
- Responsible for managing all Call Centre KPI's
- Ensuring that the participants can easily engage in the pilot.
- The postholder will work closely with internal and external stakeholders to lead, promote, and develop effective channels of communication between all relevant parties.
About us
Based in the North East of England we provide a range of hospital and community health services from our leading facilities, including the Queen Elizabeth Hospital, Blaydon urgent care centre and Bensham Hospital, all within Gateshead.
Established in 2005, we were one of the first foundation trusts in the country and since then have consistently achieved the highest levels of care for patients.
We now employ around 4,800 staff and currently provide 444 hospital beds across the Gateshead region.
Our values should be the 'golden thread' which runs through everything we do - they are the core of who we are. Our five values can easily be remembered by the simple acronymICORE; Innovation, Care, Openness, Respect, Engagement.
We have a number of staff networks including the Global Ethnic Majority (GEM) network, D-Ability network, LGBTQ+ Network and the Women's Network, to challenge us and help us to constantly improve. Our Armed Forces network is one of our emerging networks.
The health and wellbeing of our staff is one of our highest priorities, and we offer a range of support and initiatives as part of our 'Balance' programme balancegateshead.com to cater for our diverse workforce, so that your individual needs can be supported, allowing you a happy and healthy working experience with us.
Job description
Job responsibilities
The National Operations Service Call Centre Manager will be responsible for the day-to-day management of the National Operations Service (NOS) Call Centre team. The post holder will be responsible for :
- The management of 19.5 wet staff running the NOS call Centre
- Providing telephone booking and dealing with general queries to NOS participants.
- Taking the lead role to ensure that the NOS meets all its call handling requirements as defined by the specification including KPIs.
- Development and implementation of Standard Operating Procedures (SOPs) for the Nonclinical elements of the Call Centre
- Ensuring that clinical queries are escalated to the clinical team in line with SOPs.
- Will deputise for the Nonclinical Operations manager.
- Will work closely and provide cross cover with the Invitations Team manager.
- Ensuring appropriate procedures and Trust Policies are always adhered to and that standards of performance are set, monitored, maintained, and developed to meet operational needs of the NOS.
- To ensure co-ordination and effective functioning of the administration team across the departments providing business support to Consultants, Business Managers, and other stakeholders.
See Job Description for further detail.
Job description
Job responsibilities
The National Operations Service Call Centre Manager will be responsible for the day-to-day management of the National Operations Service (NOS) Call Centre team. The post holder will be responsible for :
- The management of 19.5 wet staff running the NOS call Centre
- Providing telephone booking and dealing with general queries to NOS participants.
- Taking the lead role to ensure that the NOS meets all its call handling requirements as defined by the specification including KPIs.
- Development and implementation of Standard Operating Procedures (SOPs) for the Nonclinical elements of the Call Centre
- Ensuring that clinical queries are escalated to the clinical team in line with SOPs.
- Will deputise for the Nonclinical Operations manager.
- Will work closely and provide cross cover with the Invitations Team manager.
- Ensuring appropriate procedures and Trust Policies are always adhered to and that standards of performance are set, monitored, maintained, and developed to meet operational needs of the NOS.
- To ensure co-ordination and effective functioning of the administration team across the departments providing business support to Consultants, Business Managers, and other stakeholders.
See Job Description for further detail.
Person Specification
Educational
Essential
- Educated to master's level or equivalent experience
Experience
Essential
- Considerable experience in managing a team/project
- Proven and effective organisational skills
- Excellent communication skills
- Experience of Call Centre operations
Desirable
- Knowledge of Cancer Screening Programmes
- Experience in delivering customer / participant focused services
Person Specification
Educational
Essential
- Educated to master's level or equivalent experience
Experience
Essential
- Considerable experience in managing a team/project
- Proven and effective organisational skills
- Excellent communication skills
- Experience of Call Centre operations
Desirable
- Knowledge of Cancer Screening Programmes
- Experience in delivering customer / participant focused services
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.
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
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.
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).
