111 Call Centre Supervisor - Southall

NHS 111 Care UK are looking for a Call Centre Supervisor to join our busy NHS 111 call centre in Southall on a permanent basis. 111 is a 24/7 service, operating 365 days a year so patients can seek help and advice at any time. It is primarily a non-emergency service and provides advice to the most appropriate healthcare that patients require. Working with 111 is a demanding but highly rewarding career where you’ll realise you’re making a difference to patients who use the service every day. If you’re ambitious by nature then we’ve got ample opportunity for career progression. About the Job As the Call Centre Supervisor you will provide line management to call handlers within the 111 call centre and provide training, coaching and monitoring of all call handlers to ensure their competencies are maintained in line with the defined competency frameworks. The post holder will providing proactive demand and real time performance management to a multi-disciplinary team of Health Advisors and Clinical Advisors on site, supporting national team as required, ensuring attainment of all required key performance indicators (KPIs) and performance metrics and maintaining all patient safety standards. This is a position of key responsibility for the effective delivery of Care UK NHS 111 services. Flexibility of availability to work is required, as this role will be working shifts ranging from early mornings, late evenings, and overnights. They will work in partnership with CQI leads and Team Managers to ensure optimum operational performance from a contractual perspective at all times. Key Responsibilities 1.1. To act as point of contact and communication filter at site for all stakeholders, briefing and directing staff and promoting clear understanding in real time of any nationally delivered messages around performance. 1.2. Maintain a shift log and handover for incoming Shift Manager. 1.3. Attend performance conference calls and meetings when required. 1.4. Provide verbal and written updates on performance to operational management as required. 1.5. Ensure complaints, incidents, compliments and feedback are dealt with and/or delegated appropriately. 1.6. Ensure authorisation and agreement from the call centre manager prior to agreeing to allow staff to work additional shift/s or reduce shift/s accordingly. 1.7. Manage in real time, caller comments, compliments, complaints, and professional feedback in line with national policy. 1.8. Act as communications interface for external stakeholders on shift ensuring any contact is handled promptly and professionally. What we can offer you Annual Salary: £24,684 Additional Information Confidentiality All information obtained in the course of the post holder’s duties should be treated as strictly confidential. Any breach of confidence or disclosure of such information, without express permission, may lead to disciplinary action. The post holder has a responsibility to comply with the Data Protection Act 1998 and Code of Practice on Confidentiality. General The duties of this post are a guide to the range of responsibilities that may be required. These may change from time to time to meet the needs of the service and/or the development needs of the post holder. This job description will be revised regularly to take account of changes within the organisational structure and Care UK’s business plan. Health and Safety at Work The post holder is required to take responsible care for the health and safety of him/herself and other persons who may be affected by his/her acts or omissions at work. The post holder is also required to co-operate with Care UK to ensure that statutory and departmental safety regulations are adhered to. All duties must be carried out in accordance with Care UK’s policies and procedures and with regard to Data Protection Act 1998. Equal Opportunities Care UK is an equal opportunities employer and you will be expected to comply with all relevant policies and procedures in this area together with all other policies and procedures as initiated by Care UK. Smoking Care UK is a non-smoking organisation and you are therefore required not to smoke in any of the buildings where Care UK’s business is carried out. Travel to other sites You may be required to travel to other Care UK locations. Complaints From time to time, complaints may occur, no matter how professional the approach of our staff. All complaints are investigated promptly, and the full co-operation of staff is required. The current guidelines amplify the above points with policies and procedures explained. Other duties The post holder will be required to undertake any other duties according to the needs of the service. This job description is not intended to be an exhaustive list of activities, but rather an outline of the main areas of responsibility. Any reasonable changes will be discussed and agreed with the post holder before any variations to the job description are made. - NHS Pathways trained is essential. - Good general education - Ability to prioritise workload & work effectively under pressure - Call Centre Supervisory & Organisational skills - IT skills - word, excel & IT background of implementation - Effective communication skills - Ability to negotiate, influence and persuade as appropriate - Mature Outlook with positive and professional attitude - Should be ever flexible in approach to ever changing demands - GCSE (Grade C or above) in Maths and English