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. It'll entail working shifts on a rolling pattern to include earlies, late and nights on a 6 month secondment.
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