Contact Centre Service Manager - Medical in Huddersfield

TheMedical Service Manager will be responsible for the safe, effective, andefficient running of the LCD contact centre operation, including all servicesprovided by the contact centre team. In addition, the post holder will deputisefor the Head of Contact Centre Operations as required, ensuring continuity ofleadership and operational oversight during periods of absence.

Main duties of the job

• Drivethe delivery and continuous development of the contact centre operation,ensuring alignment with the LCD Operations Plan and organisational objectives.
• Actas deputy for the Head of Contact Centre Operations when required, maintainingcontinuity of leadership and operational oversight.
• Ensureall contractual, performance, and financial standards are consistently metwithin agreed frameworks, and that the team operates in full compliance with CQCrequirements.
• Identify,evaluate, and recommend service improvements to the Line Manager, includingcost-effectiveness, anticipated impact on performance, and risk mitigation.
• Workas part of the wider Operations Management team to support the delivery ofend-to-end care pathways and integrated service provision.
• Managethe Duty Management team and maintain a robust shift rota to provide 24/7/365cover, including stepping in to provide cover when necessary.
• Partnerwith LCD support services to ensure staffing levels, equipment, and resourcesare maintained within budgetary constraints.
• Develop,implement, and regularly test business continuity plans for all sites wherecontact centre activities are carried out.
• Produceagreed performance reports, prepare operational plans, and develop businesscases to support service development and strategic objectives.
• Createand promote an inclusive, supportive, and high-performing culture within thecontact centre team.

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. Over the years, we have developed a broad range of services for patients across Yorkshire and the Humber including: a centralised contact centre, GP out of hours services, Urgent Treatment Centres, walk-in facilities, a dental assessment and booking service, as well as a number of bespoke services for our NHS clients.

Benefits of working for Local Care Direct:

• Employee Assistance Programme
• Hybrid Working Available
• 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

Job responsibilities

To find out more about this exciting opportunity, please refer to the attached job description. This can be downloaded at any time.

Person Specification

Experience

• Experience in conflict resolution
• Effective operational leadership and management
• Meeting contractual service targets and standards
• Implementing change and leading others through change
• Developing and implementing policies, procedures and working practices
• Experience of working in the Healthcare Sector

Skills

• Analysing, interpreting and presenting data
• Able to make critical decisions quickly and rationally
• Use of root cause analysis techniques in managing performance
• Project Management

Knowledge

Qualifications

• GCSE English & Maths at Grades A-C / 6 9 or equivalent
• General Management Qualification

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.