Job Description

About the position & team...

We are committed to providing outstanding healthcare telephony services that positively impact patient care. As a leader in the industry, we are dedicated to delivering excellence and innovation in our operations, supported by a team of talented professionals.

As the Contact Centre Manager, you will oversee the day-to-day management of our contact centre, ensuring it is well-equipped, secure, and ready for our staff to deliver exceptional healthcare telephony services. You will lead and develop our dedicated team, working in collaboration with peers across the organization, while adhering to the 111 & NCAS Operational management.

You will be responsible for managing site resources, fostering a culture of excellence, and achieving performance targets set by NHS England.

Your day to day... * Delivering Excellence:

• Lead, manage, and develop the contact centre staff, fostering a culture of high performance and professionalism.
• Maintain a focus on short-, medium-, and long-term site plans to ensure smooth delivery of contracted services.
• Collaborate with the Operations chain of command to ensure the delivery of 111 and CAS services at a consistently high level of quality, meeting targets and KPIs.
• Continuously identify opportunities for service and quality improvement, placing emphasis on staff development and enhancing the patient experience.
• Being Respectful:

• Oversee and support the training, mentoring, and coaching of staff to optimize their performance and contribute to the success of our operations.
• Be the primary point of contact for floor/building EPRR (Emergency Preparedness, Resilience, and Response) and H&S (Health and Safety) matters, ensuring minimal disruption to healthcare delivery.
• Demonstrate and uphold Totally\'s core values in all aspects of work, setting a standard of excellence for recruitment, onboarding, training, and healthcare delivery.
• Demonstrating Accountability:

• Assist in external-facing meetings and timely completion of reports related to service delivery.
• Ensure compliance with NHS England requirements and reporting procedures.
• Acting with Courage:

• Make critical decisions and take necessary actions to maintain exceptional patient care while meeting targets.
• Adapt to changing priorities and effectively manage multiple tasks.

Education, Training or Experience...

• Proven experience in contact centre management, preferably in a healthcare telephony environment.
• Strong leadership skills with the ability to inspire and develop a high-performing team.
• Excellent understanding of quality standards and performance metrics in a healthcare contact centre setting.
• Ability to maintain a focus on delivering exceptional patient care while meeting organizational targets.
• Proficient in systems management and data analysis to inform decision-making processes.
• Exceptional communication and interpersonal skills, capable of building positive relationships with internal and external stakeholders.
• Familiarity with NHS England requirements and reporting procedures is advantageous.
• Flexibility to adapt to changing priorities and manage multiple tasks effectively.

Reward & Benefits...

• 25 days annual leave
• My Totally Rewards (online discount portal)
• 6% Employer Pension contribution
• Share save scheme
• Opportunities for career development
• Employee assistance program
• Virtual GP Services \xe2\x80\x93 24/7 GP Appointments
• WeCare Wellbeing

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