Duty Manager

Local Care Direct is a non-profit Social Enterprise operating 24 hours a day, 7 days a week, 365 days a year, to provide various primary and urgent health care services across West Yorkshire. We have an exciting position available for a new Duty Manager in our Bradley Contact Centre working 36 hours flexibly to support the 24/7 services provided.

The Duty Manager oversees the daily operations of all services operating out of the LCD Contact Centre. Leading the team to ensure employee productivity, efficiency of all processes & a positive work environment for employees. They will proactively manage & remain accountable for the hour-by-hour performance & patient demand, call advisors & clinicians, ensuring that all available resources are used effectively to deliver key performance indicators.

Salary: £16.89 per hour 'In Hours' (Monday to Friday 08.00 to 18.00), £17.89 per hour 'Out of Hours' (Monday to Friday 18.00 to 08.00 and all day Saturday Sunday)

Location: Local Care Direct, Contact Centre, Unit 2, Longbow Close, Bradley, Huddersfield, HD2 1GQ

Hours: 36 hours per week worked flexibly across a 24/7 rota. Shifts will be set a minimum of 1 month in advance where possible, but flexibility of shift pattern is required.

Main duties of the job:

• The Duty Manager will act as the single point of contact during the out of hours period for service delivery issues, meeting regularly with the senior management team to stay up to date with organisational changes, issues & improvements and supporting the Medical Service Manager to deliver business objectives and always meeting the CQC framework and targets.
• They will be the point of contact for operational matters on a 24/7 shift basis, supported by the on-duty Operational (Bronze) and Tactical (Silver) commanders where necessary.
• They will proactively manage and remain accountable for the hour-by-hour performance, patient demand, call advisors and clinicians, ensuring that appropriate action is taken in line with the LCD protocol for Operational Pressures Escalation Levels.
• The Duty Manager will support the Medical Service Manager with the delivery and development of the contact centre operation, and implementation of the LCD Operations Plan.
• They will ensure that the quality of patient care is firmly at the centre of the organisations objectives and vision, and this is adhered to on every operational shift you lead.

About us: We care about people at Local Care Direct. Together, we act with kindness & respect, fairness & consistency, and honesty & integrity. Every one of our values is essential, but our impact is greater when we use all of them together. Our purpose is to care for people. Established as a social enterprise in 2004 to deliver health services across West Yorkshire, our aim is to meet the needs and expectations of our patients, and our NHS and social care partners.

Benefits of working for Local Care Direct:

• Employee Assistance Programme
• Modern working environment with a positive atmosphere
• NHS Pensions
• NHS Discounts (Blue light card)
• Various hours available in a 24/7 environment
• Health & Wellbeing group to support staff
• Supportive and Friendly teams
• Annual Awards focused on raising money to support a local charity

Person Specification:

• Qualifications: Level 2 English & Maths (GCSE Grade C / 4 or equivalent), General Management Qualification
• Skills, Knowledge and Ability: Ability to support organisational and local service delivery strategy, Excellent communicator able to consult with key stakeholders, Strong Leadership qualities in line with LCD values, Communication and presentation skills, Analytical skills and problem solving in real time, Basic IT literacy and ability to use programmes such as word, excel and PowerPoint, Excellent verbal and written communication skills, Use of root cause analysis techniques in managing real time issues.
• Experience: Effective and experienced in operational delivery, with experience ideally gained in a call centre or clinical hub environment which undertakes incoming and outgoing calls, Experience of delivering excellent service user experience, preferably in a contact centre environment, Experience in conflict resolution, Experience of change management, Knowledge and experience in maintaining standards and meeting national targets set around KPIs, demonstrating ability to achieve excellence in service delivery, Experience in a healthcare setting.
• Aptitude and Personal Characteristics: Flexibility and the will to work unsociable hours, Open, transparent and professional management style, always demonstrating a professional approach, Proactive, self-motivated, acts on own initiative, Team player, Committed to continuous improvement, A flexible approach to work / willingness to carry out tasks outside of areas of responsibility.

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.