At a Glance
- Tasks: Support the Shift Manager in leading a dynamic contact centre team to deliver top-notch patient care.
- Company: Join Primary Care 24, a not-for-profit social enterprise dedicated to accessible healthcare.
- Benefits: Enjoy a competitive salary, NHS pension, 27 days leave, and wellbeing support.
- Other info: Flexible shifts available; great opportunities for career growth and community impact.
- Why this job: Make a real difference in healthcare while developing your leadership skills in a supportive environment.
- Qualifications: Experience in a challenging environment, team supervision, and excellent communication skills required.
The predicted salary is between 40500 - 49500 £ per year.
Do you have leadership experience in a challenging and changing environment?
Primary Care 24 (PC24) is looking for contact centre Deputy Shift Managers who will support the Shift manager in providing leadership, direction and operational management to Integrated Urgent Care services.
You will ensure that as a team we deliver the highest standards of patient care in line with the key performance indicators and ensure all available resources are utilised the best effect.
Shifts: We operate 24/7, so you must be flexible to work in the call centre for our operating hours.
We have a 4 week rolling shift pattern, including early, late, nights, weekend and bank holidays shifts.
- Position1: Full Time, Permanent
- Position2: Full Time, 3 months Fixed Term
What will I be doing?
- Support the operational delivery of PC24 Integrated Care services, working in partnership with the shift manager.
- Ensure patients are seen in the correct capacity based on clinical need.
- Ensure all calls into the service are handled according to relevant procedures and entered into clerical systems.
- Ensure effective management of the dispatch queue with adherence to agreed protocols and procedures.
- Support service delivery through robust handover procedures with other shift leads.
- Provide guidance and support to staff, ensuring they are appropriately directed in their roles throughout the shift.
- Utilise available resources efficiently in line with service needs throughout the shift.
- Support the Shift Manager with the interface with NHS111, ensuring demand and capacity align with key performance indicators (KPIs).
- Report any urgent cases to the clinical coordinator and collaborate on resource allocation.
- Track clinical and operational productivity, recommending improvements to the Service Delivery Leadership Team.
- Highlight any issues to the Shift Manager, ensuring relevant teams are informed.
- Support the Shift Manager by ensuring high operational standards are maintained throughout the shift to ensure a positive patient experience and high staff satisfaction.
- Ensure all operational tasks and services are completed effectively, especially at the Wavertree base.
- Ensure all clerical tasks are completed within the managed services.
- Support the Shift Manager with any resourcing issues promptly, putting appropriate contingency plans in place.
- Maintain accurate shift reports and ensure all administrative tasks are documented.
- Stay updated on and follow all policies and procedures related to the role.
- Take on the role of Urgent Care Coordinator when needed, ensuring smooth operations.
What do I need?
- Experience of working in a changing and challenging environment
- Experience of supervising a team
- Excellent communication skills and able to communicate effectively at all levels.
- Capability to motivate and develop a team.
- Excellent organisational skills with the ability to prioritise effectively.
- Knowledge of Microsoft office.
What’s on offer?
- 37.5 hours– We operate 24/7, so you must be flexible to work shift patterns within our operating hours.
- 27 days annual leave (pro rata)– previous NHS service will be taken into account.
- NHS pension scheme
- NHS car fleet scheme
- NHS home electronics scheme
- Cycle to work scheme
- Eligible to apply for blue light card
- Colleague wellbeing package - which includes a doctor line, access to Westfield rewards, wellbeing support and gym discounts.
- Colleague events
About us –Primary Care 24 (PC24) is a not-for-profit social enterprise established in 1990, delivering NHS contracts exclusively.
The majority of our surplus is reinvested in patients and staff.
We believe that primary healthcare should be accessible for everyone and are committed to delivering the best quality care we can, challenging social exclusion and working locally, where and when we can, to support our communities.
We combine the best of the NHS with social enterprise innovation, developing solutions for NHS primary care and caring for our clinicians so that they can, in turn, care for our patients.
Please note we operate 24/7, so you must be flexible to work our operating hours.
We have a 4 week rolling shift pattern, including early, late, nights, weekend and bank holidays shifts.
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Deputy Shift Manager employer: Primary Care 24
At Primary Care 24, we pride ourselves on being an excellent employer that values innovation and collaboration. Our part-time Data Visualisation Lead role offers a competitive salary alongside generous benefits and opportunities for professional development, all within a supportive work culture that encourages growth and flexibility. Located in Liverpool with the option for home working, we provide a unique environment where your contributions directly impact operational and strategic decisions in healthcare.
StudySmarter Expert Advice🤫
We think this is how you could land Deputy Shift Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Primary Care 24. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Primary Care 24 before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Deputy Shift Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Primary Care 24:Your cover letter is your chance to shine! Tell us why you want to work at Primary Care 24 specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Primary Care 24!
How to prepare for a job interview at Primary Care 24
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
