Shift Manager

Welcome to FCMS! Please make sure you read the following details carefully before making any applications.

Pay: £14.21 per hour Mon - Fri. Further enhancements are paid for evenings, weekends and bank holidays.

Hours: Part Time - Hours to be discussed. The service operates 7 days per week, 365 days per year. Flexible hours may be required over 24hrs to meet the needs of the organisation, but generally: Mon - Fri.

Reports to: BVUTC Operational Manager. Accountable to: Lancashire Place lead. Base: Blackpool Victoria Urgent Treatment Centre, Blackpool Victoria Hospital.

Closing Date: 5th April 2026.

Overview of Role: The post holder will be the front facing manager for Blackpool Victoria Urgent Treatment Centre and will act as an ambassador for FCMS.

Day to Day Duties include:

• Be the first point of contact whilst on shift for all staff, including receptionists and clinical staff such as GPs, advanced practitioners, nurses, and pharmacists.
• Liase closely with the OOHs/CAS shift manager, especially during the OOHs period to coordinate booking face to face appointments for patients.
• Work alongside the BV UTC nurse in charge to ensure the day-to-day management of the shift.
• Maintain a good relationship with ED colleagues to aid the referral of patients between the two departments.
• Maintain a good relationship with NWAS colleagues to aid the referral of patients from NWAS and the UTCs.
• Prioritise, organise, and manage own workload in a manner that maintains and promotes quality.
• Develop an in-depth knowledge around the running of the shifts to identify needs of service delivery and make decisions when needed.
• Deliver care according to local and national guidelines.
• Have knowledge of the service Key Performance Indicators (KPIs) and actively monitor service activity to support the service in meeting those KPIs.
• Work within all relevant policies and procedural guidelines at all times.
• Contribute to infection control measures by adhering to infection control policies/procedures.
• Adhere to all pharmacy protocols and be trained to support the clinicians in these protocols.
• Cooperate with the clinical governance and management team when investigating complaints and incidents.
• Inform the Clinical Manager/Service Coordinator of any untoward incidents, complaints, safeguarding concerns, shift activity and staffing issues via a shift report at the end of each shift.
• Initiate business continuity plans (BCPs), major incidents and escalation plans in conjunction with the on-call manager.
• Respond to any contact made to FCMS by other organisations to inform us of major incidents.
• Support the implementation of new services and further development of existing services.
• Operate the frontline navigation system and other processes at the Urgent and Emergency care gateway.
• Be the first line of contact for any incidents, conflicts, or complaints received whilst on shift and resolve if possible and escalate when needed.
• Gather essential information in the least possible time while remaining polite and courteous.
• Work effectively under pressure in a calm and confident manner whilst remaining sensitive to the patients' needs.
• Understand the CAS (Clinical Assessment Service) and the referral pathways to provide support and guidance to the clinicians working on that service.
• Take, record and process information received accurately and concisely using nationally recognised software.
• Undertake any clerical work, administrative, data inputting and any other duties relevant to activities.
• Monitor consumable stock levels and equipment.

Other Criteria:

• Engage and work with other stakeholders such as the Ambulance Service and Trust personnel.
• Maintain good relationships with other members of the staff team and stakeholders across all disciplines.
• Follow safe working practices and comply with local Health and Safety Policies and Procedures.
• Ensure confidentiality on all matters relating to patients and information obtained during the course of employment.
• Recognise the importance of patient experience and value patient feedback.

Our key expectations are:

• Self-awareness
• Adaptability
• Openness
• Positivity
• Generosity of spirit
• Ability to have fun

Our Why: To nurture an environment of inspiration, innovation and disruption so that people in our world receive exceptional healthcare for this generation, and the next.

Values: Our organisational culture is very important to us, so it is vital that the successful candidate lives and breathes complimentary values and behaviours.

• Fun: People rarely succeed unless they are having fun.
• Awesome: We aren’t here to be average, we’re here to be awesome!
• Humble: We’re here to make a difference to the lives of others.
• Brave: We challenge the norm.
• Oompf: We have natural oompf! It’s infectious!
• Go-getting: We respond quickly with energy, ideas, and positivity.

Come and be a part of our amazing team!

We offer NHS Pension, Cycle to Work Scheme, Career Development Opportunities, Attendance Bonus, Staff Benefit Scheme, Free Tea & Coffee, Eye Care Contributions.

Disability Confident Employer: As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy.

This post is subject to the Rehabilitation of Offenders Act (Exemption Order) 1975 and will require a submission for Disclosure to be made to the Disclosure and Barring Service.

Person Specification:

Qualifications:

• Desirable: GCSE English & Maths at grade C or above (or equivalent).

Experience:

• Essential: Experience of dealing with the General Public.
• Evidence of good organisational skills, IT skills.
• Excellent customer service skills.
• Empathetic to staff and patient needs.
• Management/Supervisory experience.

Personal Qualities:

• Enthusiastic and committed about the role.
• Flexible.
• Positive and confident disposition.
• Commitment to personal and professional development.
• Smart appearance at all times.
• Professional conduct at all times.

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and will require a submission for Disclosure to be made to the Disclosure and Barring Service.

The organisation is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff to share this commitment.