Job summary
111 Duty Contact Centre Manager (111 DCCM)
Gillingham - 6 month secondment
The DCCM will manage a team of Team Leaders, Senior Health Advisors, Health Advisors and Service Advisors within the Trust's NHS 111 Contact Centre to ensure consistent delivery of organisational and national performance targets.
They will ensure staff adhere to and work within procedures and policies associated with call handling, as well as developing an operational environment in which staff within the team strive to improve individual performance.
Main duties of the job
- Manage day-to-day NHS 111 contact centre operations, ensuring calls are answered within agreed standards and performance KPIs are met.
- Monitor demand, staffing and resource availability; identify emerging risks and implement escalation plans promptly. Allocate Health Advisors effectively, identify rota gaps through GRS, liaise with Scheduling and provide relief call taking when required.
- Maintain effective communication with external providers and support the response to major incidents.
- Lead and support staff through coaching, performance reviews, PADRs and development planning.
- Monitor absence, conduct return-to-work interviews and address conduct or capability concerns, adapting communication to individual needs.
- Investigate errors, complaints and PALS cases by reviewing call recordings, interviewing staff and completing accurate records and reports.
- Arrange appropriate staff support following distressing incidents.
- Implement changes to policies and procedures with senior managers and trainers, maintain compliance with Trust standards, safeguarding, data protection, the Working Time Directive and health and safety requirements.
- Keep personnel files, daily reports and management systems up to date; report equipment faults and escalate significant operational or media-sensitive issues.
- Work independently, attend relevant meetings and maintain professional development.
About us
- Option to join NHS pension scheme
- A minimum 27 days' holiday each year, increasing after 5 years' service.
- Personal and professional development and training opportunities.
- Salary Sacrifice schemes for cars or push bikes.
- Access to occupational health and counselling services.
- Award winning wellbeing hub
- Access to NHS discounts, offering NHS employees a range of money-saving deals.
Other than in exceptional circumstances, the starting salary for staff new to the NHS will be the bottom point of the band to which they have been appointed.
Job description
Job responsibilities
Main duties include:
- Complete all daily reports as deemed necessary by the Trust for the reporting of performance, issues and clinical information.
- Use own initiative and act independently planning own work schedule.
- Be prepared where necessary to coordinate the recall of staff to assist with major incidents
- Identify gaps in 111 resourcing using (GRS), liaising with Clinical Scheduling where required
- Provide accurate management reports in regard to complaints; investigations; grievances and projects
- In conjunction with senior managers and trainers ensure that all staff are kept fully updated of changes to polices and procedures, whilst ensuring these are implemented appropriately with minimal delays
- Responsible for the delivery of operational performance KPIs whilst on duty.
- Responsible for providing support and guidance to direct reporting staff.
- Responsible for monitoring demand levels and applying escalation plans as required (if possible, before), delays occur.
- Responsible for managing Health Advisors to maintain an effective communications link between call handling and external providers.
Person Specification
Application Criteria
Essential
- At least two years' experience managing and coordinating varying staff or other resources in a high-pressure operational environment.
Desirable
- Ability to prioritise competing demands, solve problems, meet deadlines and make sound decisions under pressure.
Application Criteria
Essential
- Ability to support and motivate staff, address performance concerns and build effective working relationships at all levels.
Desirable
- Ability to monitor performance and demand, identify emerging risks, allocate resources and escalate issues promptly.
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.
Employer details
Employer name
SECamb
Address
Medway MRC
Medway
ME5 6PL
United Kingdom
Employer's website
Duty Contact Centre Manager in Medway employer: SECamb
At South East Coast Ambulance Service NHS Foundation Trust, we pride ourselves on being an exceptional employer, offering our Vehicle Maintenance Technicians a supportive work environment where professional growth is encouraged through extensive manufacturer training and development opportunities. Located in Banstead, our team plays a crucial role in maintaining a diverse fleet of over 700 vehicles, ensuring that our frontline services are always ready to respond to the needs of our communities. With a commitment to inclusivity and employee wellbeing, we provide generous benefits including a minimum of 27 days annual leave, access to NHS discounts, and a strong focus on health and safety.
