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    Job details

Job Offer: Contact Centre Manager, Welwyn Garden City:Herts Urgent Care

Job description:

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Contact Centre Manager, Welwyn Garden City

Job Listing reference: J137-A-19-2314

   . Herts Urgent Care
Job location:
   . Welwyn Garden City
   . Up to £39,000 depending on practice
We are seeking for a Contact Centre Manager to join our IUC Service Delivery Team in Welwyn Garden City. this function is ideal for an enthusiastic and practiced Customer Services professional with substantial team management practice in a contact centre environment.
The hours for this function are 37.5 per week. 30-50% of function is working out of hours plus on call
Who are we?
Herts Urgent Care (HUC) provides accessible and high quality Integrated Urgent Healthcare services for the patients of Hertfordshire and west Essex, Cambridgeshire & Peterborough as well as Luton & Bedfordshire. As a Social Enterprise, we have been providing a cross county GP Out of Hours service for over a decade. When patients are ill and need the right medical attention, patients can phone theNHS111 serviceprovided by HUC to access medical advice, assessment and treatment. We also provide a range of other healthcare services to support patients and GPs, including Extended Access services across west Essex, running GP practices and urgent care centres.
The function:
You will work closely with the Deputy Head of Region and Head of Region to ensure the delivery of a high quality, cost effective Integrated Urgent Care (IUC) service across the Hertfordshire and West Essex region, ensuring KPI's, policies and procedures are adhered to. You will also be responsible for the management of the non clinical Contact Centre staff.
Job Summary:
    Day to day management of operations in conformity to ensure that service standards are met
    Implementing plans to further improve the IUC Service whilst identifying best practice.
    To maintain quality standards within the Contact Centre, investigating and resolving any complaints or performances.
    Continually reviewing the Contact Centre services and suggesting, costing and implementing changes.
    Line management of Contact Centre staff including dealing with absence & performance issues.
    Line management of the adjunct Contact Centre Manager where applicable
    Working with the HR and Recruitment teams which will include screening CVs and conducting interviews.
    Drive an effective on-boarding process to supports all new joiners
    Ensure probation reviews are conducted for all new staff.
    Working with the Training team to ensure that staff are fully trained.
    Ensure that all staff receive regular one-to-one review meetings and annual appraisals
    On call responsibilities for the service and escalation as appropriate
    Attending IUC meetings including, performance board, CRM and Service Delivery meetings

function Expectations:
    Evidence of continuing professional development - including degree level studies or equivalent practice.
    practice of working within an urgent care provision or primary care environment and managing staff in a Call Centre environment
    Excellent knowledge of operational policies & procedures and of Adastra and Systmone systems
    Strong IT proficiency (including MS Excel)
    Strong management expertise including Team building, problem solving& decision making
    Demonstrable leadership abilities skill and change implementation
    Commitment to providing excellent customer service
    Excellent interpersonal and communication expertise, written and oral.
    capability to work effectively with a wide variety of disciplines
    Self motivated with a flexible, “can do” attitude
    Able to travel to other HUC locations as required

As HUC is an organisation commissioned by the NHS, all functions are listed on the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (SI 1975/1023), which means they are eligible for a standard or enhanced check as appropriate from the Disclosure and Barring Service.
We are fully committed to Equality of Opportunity and welcome applications from all sections of the community.

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Job Type:
   . Permanent
Pay Scheme:
   . Other
Staff Group:
   . Administrative & Clerical

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    Job Description & Person Specification (836 KB)
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If you have any concerns about this job then please report it to our Customer Service team.



Job Category:  [ View All Jobs ]
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Salary: Unspecified
Degree: Unspecified
Experience (year): Unspecified
Job Location: Other Other
Address: Other
Company Type Employer
Post Date: 10/09/2019 / Viewed 3 times
Contact Information
Company: Herts Urgent Care

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