Location
South West NHS 111 Service
Specialism
111 Call Handlers
Advertising Salary
27150
Vacancy Type
Secondment
Schedule Type
Full Time

About The Role

We are looking for an Operational Supervisor to join our busy 111 Call Centre in Bristol.

This role is to provide line management to call handlers within the 111 call centre and to provide training, coaching and mentoring of call handlers to ensure their competencies are maintained in line with the defined competency frameworks.

This is a position of key responsibility for the effective delivery of Practice Plus Group`s NHS 111 services.

We are offering a contract of 37.5 hours per week. Work pattern will be 3 on 3 off. Shifts are usually (06:00-18:00; 18:00-06:00; 12:00-00:00), but can change slightly - but will be 12 hour shifts, with 2 x 30 minute breaks. It'll entail 
working days, nights & weekends on a 6 month secondment. There will be some travelling to, and completing shifts in Worcester. 

Key Responsibilities
  • Provide training for call handlers in the use of NHS Pathways or other clinical decisions support systems and maintain communication link between different operational staff and other managers/supervisors.
  • Create and maintain full training records for all call handlers
  • To provide coaching as defined within the NHS Pathways role
  • To conduct audits in the line with NQR and NHS Pathways CQI requirements
  • Performance manage call centre staff to support the achievement of NQR and other service requirements of KPIs
  • To participate with investigation of complaints as requested by Operations Manager and General Manager
  • Undertake regular one to one reviews and staff meetings
  • Ensure overnight health assessments are monitored
  • Manage the rota to ensure the call centre is appropriately staffed at all times
  • Monitor sickness, annual leave and staff attendance
  • Participate in on call commitment with other Managers/Supervisors
  • Ensure call handlers are updated regularly regarding changes to policy/procedures or new  business
  • Ensure Operational Manuals (Procedures and training) are kept up to date
 
Salary
  • £27,150 per annum

About You

We are looking for someone who has the following skills and experience:
 
  • Good general education.
  • Ability to prioritize workload and work effectively under pressure.
  • Call Centre Supervisory and organisational skills.
  • IT Skills - Word, Excel and IT background of implementation.
  • Effective communication skills.
  • Ability to negotiate, influence and persuade as appropriate.
  • Mature outlook with positive and professional attitude.
  • Should be flexible in approach to ever changing demands.

About Us

Practice Plus Group is passionate about great healthcare. We believe that anyone should be able to access excellent care, whether via the NHS or privately. Our breadth of expertise spans surgery, diagnostics, general practice, offender health and urgent care, with an unrivalled range of different services provided across the country. We’re proud to be at the forefront of developing new and exciting ways to support the nation’s health too, helping patients to maximise their wellbeing and live life to the full.

When you’re part of the Practice Plus Group team, you don’t just have a job. You have a career. We work with you to help you grow in your role and take your career in the direction you want to go. We’ll help you be the best you can be.

We want our team members to feel motivated and rewarded. So we offer a competitive package of pay and benefits. We also recognise the value of a healthy work-life balance – so we always try to be flexible, helping you fit your working life around your home life.

If you'd like to learn more, please contact Jennifer - [email protected]

Please note that offers of employment are subject to receipt of satisfactory references and a DBS check.

Practice Plus Group is committed to creating a diverse environment and we are proud to be an equal opportunity employer.

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