Job summaryAs the Contact Centre Technology Manager you will be responsible for the end-to-end design, performance, resilience, governance and continuous improvement of contact centre technology systems supporting patient access across Mid and South Essex NHS Foundation Trust.It will be your responsibility to provide specialist expertise in telephony systems, Interactive Voice Response (IVR), digital access channels, chatbot technology, Workforce Management (WFM), quality monitoring, call recording and reporting solutions.Main duties of the jobActs as the principal link between operational services, Digital teams, Information Governance, IT Services and external technology suppliers, ensuring technology solutions support safe, efficient and patient-centred access to services.Responsible for translating highly complex operational requirements into effective technical solutions, leading technology-enabled service improvements, driving adoption of digital technologies and ensuring systems remain robust, secure and fit for purpose.Operates as the Trust's subject matter expert for Outpatient contact centre technology and provides specialist advice on the development and optimisation of patient access systems.About usOur ambition is to deliver excellent local and specialist services, to improve the health and well being of our patients, and provide a vibrant place for staff to develop, innovate and build careers.We aim to make the most of our skills and experiences so we can become the best we can be. As one organisation we will recruit the finest and retain more specialist staff due to more employment opportunities across our Trust.DetailsDate posted21 August 2026Pay schemeAgenda for changeBandBand 8aSalary 57,528 a year Per Annum (Pro Rata for Part Time) ContractPermanentWorking pattern Full-time Reference number390-COR-BA-5883Job locationsThe Basildon CentreSt Martin's Square,BasildonSS14 1DLUnited KingdomJob descriptionJob responsibilitiesFor full details about this varied and rewarding role, please see attached job description.We look forward to your application.Please be aware that we reserve the right to close this vacancy early if we receive a suitable number of applications. Job description Job responsibilitiesFor full details about this varied and rewarding role, please see attached job description.We look forward to your application.Please be aware that we reserve the right to close this vacancy early if we receive a suitable number of applications.Person Specification Qualifications EssentialEducated to Master's level degree in Digital health / informatics or equivalent specialist knowledge gained through experienceContinuing professional development relevant to digital management / operational service improvement Knowledge / Experience EssentialExperience of managing a complex contact centreExperience configuring / optimising IVR, chatbot, telephony platformsExperience of service ownership, incident management and structured change deliveryDesirableExperience of managing large scale contact centresNHS experienceExperience producing technical documentation Personal and People Development EssentialAbility to work autonomously as a subject matter expert, prioritise demand and maintain accuracy under pressure Communication Skills EssentialAbility to communicate highly complex information to a wide ranges of audiencesStrong stakeholder management skillsDesirableExperience of chairing or leading workings groups or supplier review meetings Person Specification Qualifications EssentialEducated to Master's level degree in Digital health / informatics or equivalent specialist knowledge gained through experienceContinuing professional development relevant to digital management / operational service improvement Knowledge / Experience EssentialExperience of managing a complex contact centreExperience configuring / optimising IVR, chatbot, telephony platformsExperience of service ownership, incident management and structured change deliveryDesirableExperience of managing large scale contact centresNHS experienceExperience producing technical documentation Personal and People Development EssentialAbility to work autonomously as a subject matter expert, prioritise demand and maintain accuracy under pressure Communication Skills EssentialAbility to communicate highly complex information to a wide ranges of audiencesStrong stakeholder management skillsDesirableExperience of chairing or leading workings groups or supplier review meetingsDisclosure and Barring Service CheckThis 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.Certificate of SponsorshipApplications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Additional information Disclosure and Barring Service CheckThis 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.Certificate of SponsorshipApplications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).Employer detailsEmployer nameMid and South Essex NHS Foundation TrustAddressThe Basildon CentreSt Martin's Square,BasildonSS14 1DLUnited KingdomEmployer's websiteEmployer detailsEmployer nameMid and South Essex NHS Foundation TrustAddressThe Basildon CentreSt Martin's Square,BasildonSS14 1DLUnited KingdomEmployer's website
Outpatients Contact Centre Technology Manager in Reading employer: National Health Service
Betsi Cadwaladr University Health Board is an exceptional employer, offering a supportive and collaborative work environment for healthcare professionals in North Wales. With a commitment to employee development and a focus on compassionate care, staff have access to continuous professional development opportunities and the chance to make a meaningful impact in both acute and community paediatrics. The Health Board's integrated approach ensures that employees are part of a dynamic team dedicated to improving health outcomes for the local population.
