NHS 111 Contact Centre Manager

Job description

Job responsibilities

Shift Pattern/Hours: Four On Four Off 37.5HRS

Enhancements: Evenings (Between 6pm and 8am Mon-Fri) 30%, Weekends (Between 6pm Fri and Midnight Sun) 45%

Location: Birchfield House, Oldbury

An NHS 111 Contact Centre Manager, holding a key role within the DHU 111 Senior Management Team, will be responsible for overseeing a team of around 15 to 20 specialist roles including Team Leaders, Operational Shift Leads, and various other crucial positions. Also, working in collaboration with the wider team to ensure a quality service.

A typical day will include:

• Lead and direct performance management processes to maintain exceptional performance levels.
• Drivingthe continual quality and efficiency improvement and innovation in service delivery processes.
• Aid in development of strategic projects and implementation of necessary changes to facilitate company growth.
• Ensure local site accountability for NHS 111 Services, complying with national and contractual standards.
• Work collaboratively to build and manage a dynamic, motivated, and well-trained team.
• Contribute to the development, implementation, and maintenance of workforce plans for the NHS 111 service.
• Lead proactive service planning to manage impacts on the service and support local Disaster Recovery and Business Contingency plans.
• Assist in project management, design, development, and implementation of new NHS 111 Services.
• Manage relationships and collaborate with the resource planning team to ensure appropriate staffing levels

To be a successful Operational Performance Manager youll need:

• Effective experience with various contact centre and telephony technologies
• Strategic level of contact centre experience
• Deep understand of KPI-driven performance management
• Proficiency in real-time management strategies
• Strong expertise in workforce planning and scheduling
• Ability to effectively manage HR processes within this context

In return for your commitment, youll receive:

• A starting salary of £43,742 with guaranteed enhancements - on a career progression framework.
• Enhanced Sickness Pay.
• Recognised continuous NHS service.
• NHS pension scheme - Already enrolled in an NHS scheme? Bring it with you!
• Free parking on site.
• Enhanced maternity/paternity leave.
• Cycle to work scheme.
• Private medical insurance through Westfield Health.
• A well paying employee referral scheme.
• Opportunities to develop in your professional career.

Person Specification

Qualifications

Essential

• Educated to degree level or equivalent
• Qualifications in business or management

Experience

Essential

• NHS 111 experience at a strategic level.
• Extensive experience in real time management .
• Expertise in contact centre technologies including NICE, Redwood, Mitel, call routing, ACD functionality, reporting etc.
• Delivery of target driven performance.
• Extensive knowledge of healthcare.
• Team Management.
• Management level contact centre experience.
• Extensive use of Performance Management tools.
• Data Management.
• Previous experience of writing operating procedures.
• Familiarity with HR Best Practice.
• Management of Business Continuity Protocols to ISO standard.
• Implementation of Company Strategy.
• Contact centre resourcing experience.

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

DHU Healthcare

Address

D H U Healthcare

Joseph Street

Oldbury

West Midlands

B69 2AQ

Employer's website

http://www.dhuhealthcare.com/ (Opens in a new tab)