Emergency Call Taker South

Social network you want to login/join with: Job Overview To proactively supervise CCC staff to improve and maintain a high standard of urgent response, delivering excellent clinical care to patients. The role involves ensuring performance aligns with Trust policies, performance objectives, national standards, KPIs, and local initiatives, following established systems and procedures. The post includes overseeing resource use (people and equipment) efficiently in response to urgent patient care requests. Alongside a Clinical Shift Manager, provide leadership and development to non-clinical staff within the call centre environment. The primary focus is managing the call centre shifts, with secondary responsibilities supporting Clinical Shift Managers in line management and service improvement. The ideal candidate will be passionate, ambitious, and aligned with the Trust\’s values of caring, teamwork, improvement, and professionalism. Main Duties Specific Responsibilities: Ensure high-quality NHS111 service delivery by monitoring performance and resource utilization, liaising with stakeholders to meet quality standards and KPIs. Supervise CCC staff performance, ensuring protocol compliance and positive clinical outcomes. Contribute to the strategic direction of the CCC through staff and management engagement. Promote clinical excellence and patient-focused care in urgent and emergency services. Working for Our Organisation Benefits include: Expert training and support from dedicated education teams. Holiday entitlement starting at 27 days, increasing with service length, plus bank holidays. Enrolment in the NHS Pension Scheme. Opportunities for professional development within SCAS and NHS. Occupational health support and Employee Assistance Programme. NHS discounts in various stores and services. About Us South Central Ambulance Service NHS Foundation Trust provides emergency, urgent, and non-emergency healthcare services across Berkshire, Buckinghamshire, Hampshire, Oxfordshire, Surrey, and Sussex, serving over 7 million people with over 500,000 urgent calls annually. We employ 4,551 staff and over 1,100 volunteers, operating 24/7. Detailed Job Description & Responsibilities The post holder will: Analyze and review service performance data, translating it into actionable insights for management. Monitor real-time performance across call centres, taking mitigation actions as needed to meet targets. Ensure adherence to telephony and ICT protocols. Maintain safety and quality in patient services. Report on resource utilization and service performance regularly. Collaborate with operational teams and support service development initiatives. Support daily management of critical systems to enhance patient experience. Participate in escalation procedures during high demand or fall-back situations. Follow risk management principles to safeguard patient and staff wellbeing. The post holder is also accountable for line managing their team, supporting staff development, ensuring compliance with policies, maintaining their professional development, and ensuring their team meets performance and training standards, including NHS Pathways licensing requirements. Person Specification Qualifications & Training Experience in customer service or team leading. Fast, accurate typing skills (at least 40 wpm). Good educational background (e.g., 4 GCSEs at Grade C or equivalent). Pathways Licence, Core Module 2, and Pathways Coach qualification. Significant supervisory experience. Evidence of ongoing professional development. Willingness to undertake further training as needed. Knowledge & Experience Experience with computerised systems and working in customer-focused environments. Team leadership experience. Experience working rotating shifts. Previous NHS and patient care experience is desirable. Good geographical knowledge of the operational area. Skills & Aptitudes Effective communication skills. Proficiency with communication and computer systems. Ability to prioritize and manage workload. Calmness under pressure. Leadership ability to support and delegate within a team. Analytical skills for complex information. Physical Requirements Availability for a range of shifts, including 24/7 coverage, holidays, and weekends. Smart appearance. Ability to travel across SCAS locations. We welcome applications from candidates with disabilities, from BAME, LGBTQ+, and Armed Forces communities. Reasonable adjustments are supported during the application process. We offer competitive NHS benefits, including holiday entitlement, pension scheme, and additional staff benefits. #J-18808-Ljbffr