Trafford Shift Lead

Shift Schedule:

• Every Week
• Tuesday 13.00‑18.00
• Friday 07.30‑13.00
• Friday 13.00‑18.00
• Week 1 Thursday 13.00‑18.00
• Sunday 13.00‑18.00
• Week 2 Thursday 07.30‑13.00
• Thursday 13.00‑18.00

Rate of Pay: £16.04 to £18.58 per hour

Main duties of the job:

The overall responsibility of a Shift Lead is to manage and coordinate the operational needs of the Trafford Primary Care Centre, ensuring services are delivered in a safe and efficient manner at all times, including the supervision of staff, training, mentoring and peer support to all staff/employees and contractors. Daily you will work in collaboration with the management team to ensure patient flow is streamlined and efficient and that we are operating within key performance indicators, as well as any necessary administration duties. You will liaise closely with the Shift Leads at Stockport and the Management Team at Trafford as well as the Operations Manager and Assistant Managers to ensure the smooth and efficient supervision of the services during operational hours.

Job responsibilities:

• Systems/General: Be the first point of contact for queries on shift, from staff and patients. Frontline supervision of staff and organisation of rooms/staffing/patient flow etc (oversee and organise the shift in accordance with service requirements). Be the first point of contact for complaints on shift and deal with issues in an appropriate manner. Have an up-to-date knowledge of complaints procedures and timescales. Liaise with clinicians to ensure all patients are dealt with in an appropriate manner and timeframe. Act as a point of contact for signposting patients to other services as necessary. Ascertain and maintain sound knowledge and understanding of the communication systems and office/computer/fax equipment. Report any incidents, complaints and compliments on the incident reporting system and to the management team in a timely fashion. Take a proactive position, working flexibly to help facilitate any future/necessary changes within the department. To facilitate with any administration and documentation required. Take responsibility to resolve issues and undertake the first stages of disaster recovery procedures/escalation as necessary—contacting Managers in the event of a crisis.
• Staffing/People: Promote good working relationships, maintaining a professional manner at all times. To give a full and concise handover/report to colleagues. Report sickness absenteeism in line with policies and procedures. Assist with covering the rota in the event of absenteeism. Attend regular group meetings with the management team. Report/raise any staffing issues in a professional manner, liaising with Human Resources and Managers as appropriate.
• Organisational/Policies and Procedures: Work in accordance with IG principles. Keep up to date with all Mastercall policies and procedures. Uphold and promote Dignity in Care for colleagues and patients alike. Undertake any other duties that are within your skills and capabilities.
• Continuous Professional Development: The post holder will be expected to undertake ongoing personal, clinical and professional development in line with the responsibilities of the post. Responsible for developing and sustaining own knowledge, management, and skills (as appropriate) and professional awareness and maintain a professional profile. Accountable for and maintain own competence to practice along with compliance of mandatory training.

Person Specification:

• Qualifications: Full right to work in the UK—visa sponsorship or extension not offered. Education to GCSE or other certificates of general education. Customer care or management qualification.
• Experience: Experience of working with patients. Experience of leading and managing a team. Excellent communication skills both written and verbal, able to communicate at all levels using excellent interpersonal skills. Competent in use of Microsoft Office and email; ability to adapt to other software. Good working knowledge of using a phone system. Experience of managing and delivering successful performance indicators. Working in a call centre environment. Knowledge of Adastra and Rota master.
• General Qualities: Take responsibility for decisions and actions taken. Remain calm under pressure, demonstrate motivation, reliability and flexibility. Strong team player, commitment to team working and development of others. Passionate and commitment to achieving results and providing excellent service. Self‑aware, ensuring own behaviours and attitudes impact positively on others. Committed and willing to undergo education/training for self‑development and service needs.

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.

£16.40 to £18.58 an hour depending on time of shift.