Call Centre Team Leader

Job description

Job responsibilities

KEY TASKS AND RESPONSIBILITIES

o To promote and demonstrate corporate ethos and professional ways of working whilst adhering to Shropdoc values, Kindness, Quality, Development, Integrity, Community.

o To attain, monitor and sustain service level targets and response times.

o To promote within the team and strictly adhere to Shropdoc:

Procedures

Systems

Escalation Plan

Manual/DR processes

Health and Safety Policy

Confidentiality and Ethical Standards

o Responsible for carrying out the Disaster Recovery processes:

Reporting and documenting

Attend regular Evacuation exercises at Oswestry and Longbow

Implement contingency Power App in Adastra failure

Implement Manual process in Adastra failure if Power App fails

o To maintain knowledge and a working understanding of all telephony, electronic systems and software utilised within the Call Centre.

o To maintain a good working knowledge of all pathways within CCC & Despatch and where necessary, cover both CCC & Despatch shifts for refresher purposes.

o To assist with investigation of complaints and incidents, Log issues on Radar and action where necessary.

o To manage individual teams through:

Appraisals and supervision

Complete call audits to ensure standards are upheld

Incorporating team and individual meetings to ensure their accountability

Individual learning and development needs are met while ensuring appropriate support is given

To complete RTWs when employees return from absences i.e sickness

To ensure staff are up to date and maintain their Bluestream training modules

To mentor and coach new and existing staff when required

o To enforce and ensure the compliant use of Smartcards by Shropdoc employees. To act as a Smartcard sponsor for the organisation and undertake any training as required by the relevant Registration authority.

o To ensure that where required operational information is disseminated to all groups of Call Centre staff in an appropriate and timely manner to include coaching these groups where applicable.

o To ensure that staffing levels are monitored:

Variances are maintained at a consistent level in all Call Centre staff groups

Report all absences

Ensure any rota changes are actioned and logged within the Rota exceptions spreadsheet in accordance with appropriate guidelines whilst maintaining adequate staffing levels

Involvement in Rotas to maintain operational levels knowledge

Attend regular rota meetings and provide input

o Analize live data and take appropriate action where relevant whilst monitoring to sustain service level targets and response times.

o Oversight and Organisation of PLT sessions as and when required.

o To ensure that all pre-bank holiday planning and operational checks are carried out and all relevant equipment is operational and in place.

o To ensure that all Team Leader Handovers and Shift Updates are completed for every shift and include all relevant information as required.

o To make amendments accurately to non-clinical information within a patient record on Adastra i.e. demographic information due to inaccuracies, duplicate records, flaggings, respect forms etc. ensuring that details of what changes have been made are recorded in the Clinical Information System audit trail.

o To update EMS plus as per local agreement on current escalation levels, taking appropriate action when needed.

o To contact Shropdoc MOC as per standard procedures to inform & seek guidance/authority as and when needed as per the MOC/EXEC on call protocol.

o To attend monthly Operational Meetings and any other meetings as may be required and consistent with the role.

o To maintain a constant and continuous interest in Health and Safety matters applicable to Shropdoc activities, and strive to ensure that all staff avoid risks, and discourage irresponsible behaviour. Ensure incident/accidents are reported and logged via accident book and shift logs to the appropriate bodies/personnel.

o To undertake any other duties of a similar nature consistent with the responsibilities of the post in order to provide a quality service.

o In line with other posts may be subject to change according to service needs, in consultation with the post holder.

Person Specification

Qualifications

Essential

• Knowledge of Information Governance and Data Protection principles
• Excellent communication skills, telephone manner, listening and negotiation skills.
• Ability to deal sensitively with confidential information with complete discretion, integrity and diplomacy when dealing with members of the public and reassure them whilst maintaining patient confidentiality
• Strong customer service skills
• Excellent keyboard skills
• Ability to use own judgement, resourcefulness and a common sense approach
• Good level of written skills
• Good interpersonal skills
• Good knowledge of Word, Access, Excel, and other office applications
• Geographical knowledge of Shropshire, Powys and the surrounding areas
• Empathetic, self-starter, proactive, calm, strong work ethic, thorough and organized
• Commitment to promoting high standards in patient care
• Confident, Team Player
• Calm disposition with ability to diffuse tension and stress in others and to deal with emergency/critical situations/problem solver/initiative

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.

Employer details

Employer name

Shropshire Doctors Co-operative Limited ‘Shropdoc’

Address

Unit A

3 Longbow Close

Shrewsbury

Shropshire

SY1 3GZ

Employer's website

https://shropdoc.org.uk (Opens in a new tab)