Please Note: The application deadline for this job has now passed.
Job Introduction
Shift Pattern/Hours: Full time including days, evenings and 2/4 weekends.
Enhancements: Evenings (Between 6pm and 8am Mon-Fri) – 30%, Weekends (Between 6pm Fri and Midnight Sun) 45%
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.
- Driving the 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 you’ll 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, you’ll 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.