Contact Centre Manager - Bedford

We are seeking an experienced & motivated Contact Centre Manager to join our NHS 111 management team. Working closely with the Head of NHS 111 & Deputy Head of NHS 111, you will play a pivotal role in delivering a high-quality, cost-effective Integrated Urgent Care (IUC) 111 service.

Supported by the 111 Assistant Contact Centre Manager, you will lead site-based operational and performance management of our contact centre teams, ensuring excellent patient care & service delivery.

Key Responsibilities:

Oversee the day-to-day operations of the NHS 111 contact centre.

Ensure compliance with contractual & regulatory performance standards.

Lead, support and inspire contact centre staff to achieve excellence.

Support continuous improvement, innovation, & collaborative working across the 111 service.

What We\’re Looking For:

Proven experience in contact centre leadership & performance management.

Strong people management skills with the ability to motivate and engage teams.

Excellent organisational & problem-solving skills.

This is an exciting opportunity to take on a key leadership role at the heart of our urgent care services, where your expertise will directly impact patient outcomes.

If you\’re passionate about healthcare service delivery and have the skills to lead high-performing teams, we\’d love to hear from you.

Main duties of the job

• Day to day management of 111 operations in accordance with HUC standard Operating policies and procedures to ensure that service standards are met.
• Proactive review of KPI standards and implementation of plans to further improve the NHS 111 Service whilst identifying best practice.
• Data analysis – identifying trends and opportunities in call flows.
• Overseeing and developing SOPs in conjunction with the Quality and Improvement Team.
• Responsible for the identification and implementation of contingency processes for the 111 services and testing of the processes.
• To maintain quality standards within the 111 services, investigating and resolving any complaints or performance issues (including those raised on Radar) ensuring that significant events are reported and fully investigated.
• Ensure all staff employed in the 111 services have a good level of awareness of CQC guidelines.
• Line management of non-clinical operational staff on a regular basis including dealing with escalated absence, performance and conduct issues which may result in investigations and disciplinaries
• Line management of the 111 Assistant Contact Centre Manager(s) and direct reports including mentoring and training.
• Working in partnership with the HRBP and Recruitment teams to ensure an effective recruitment process is conducted which will include screening CVs and conducting interviews.

About us

At HUC, we\’re proud to invest in our people by offering a wide range of exciting benefits that support your personal, professional, and financial wellbeing:

Exclusive Discounts: Unlock savings on shopping, travel, and more, through our Discount Hub, Blue Light Card, Tickets for Good, and more. From everyday essentials to special experiences, we\’ve got your wallet covered!

NHS Pension Scheme: Secure your future with the NHS Pension, offering peace of mind and long-term financial benefits for all our staff.

Wellbeing Support: Your health matters! Enjoy access to counselling services, personalised health plans, meditation guides, energising fitness routines, and delicious recipes to keep you thriving every day.

Recognition and Rewards: Your hard work won\’t go unnoticed! Celebrate your achievements with peer shout-outs, special awards, and exclusive event vouchers that show how much we appreciate you.

Financial Perks: Take the stress out of money matters with free financial advice, a healthcare cash plan to cover everyday expenses, and smart savings options through our Credit Union.

Career Growth: Build the future you deserve with our My Academy training programs, exciting internal vacancies, and regular updates to keep you in the loop with HUC news and opportunities.

Office Comforts: Stay refreshed with unlimited tea and coffee, the ease of free parking, & recharge in our dedicated relaxation areas. Plus, join in on engaging team events that make every workday more enjoyable!

Job responsibilities

For more information about the role of Contact Centre Manager please read the attached job description.

Person SpecificationKnowledge and Experience

• Experience of managing staff in a fast-paced environment
• Team Management
• Knowledge of contact centre telephony system
• Excellent understanding of operational policies and procedures
• Strong management skills including Team building Problem solving Decision making Influencing Leading, motivating and coaching
• Experience of effective change implementation
• Commitment to providing excellent customer service/patient centered care
• Able to demonstrate excellent interpersonal and communication skills, written and oral
• Analytical with ability to produce reports evidencing findings to a senior level
• Extremely well organised and diplomatic
• Attention to detail with high levels of accuracy
• Ability to work effectively with a wide range of disciplines
• Self-motivated, with a flexible \’can do\’ attitude
• Call Centre management experience
• Understanding/familiarity of regulatory bodies
• Understanding of NHS 111/Pathways
• Experience of working within Urgent Care provision, Primary care or Healthcare environment

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

£40,000 a yearper annum (plus on call enhancement)

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