Head of Contact Centre Operations
| Posting date: | 27 June 2024 |
|---|---|
| Salary: | £56,296.50 per year |
| Additional salary information: | £56296.50 a year |
| Hours: | Full time |
| Closing date: | 26 July 2024 |
| Location: | Huddersfield, HD2 1GQ |
| Company: | NHS Jobs |
| Job type: | Permanent |
| Job reference: | B0250-24-0025 |
Summary
Job Title: Head of Contact Centre Operations Team: Operations Base Location: Contact Centres Line Manager: Director of Operations Hours of Work: 37.5 hours per week DBS Check Level Required: Basic Check Vaccination Requirement Statement: Covid19 double vaccination not required but recommended. This job has been rated as Low Risk for requiring Hep B immunisation. Flu jab recommended & will be offered. Job Purpose: This is senior management position reporting directly to the Director of Operations and, where agreed, the post-holder will be required to act on behalf of the Director of Operations. You must have demonstrable experience of leading operational teams in a customer focused environment. Key Principles: As part of the senior leadership team in Local Care Direct (LCD) Operations, the Head of Contact Centre Operations will be responsible for the leadership, management, & development of our two contact centres. Patient Care & Safety should remain at the heart of the operations which are managed effectively and efficiently in line with up-to-date best practice. The services within the remit include but are not exclusive to: West Yorkshire Urgent Care Services (WYUC) Covid Medicine Delivery Unit (CMDU) Dental Clinical Advice and Booking Service - Yorkshire and Humber (DCABS) Extended Access Services (EA) Clinical Assessment Services Urgent Community Response (UCR) Hold a SILVER / TACTICAL health commander role within the EPRR functions for LCD. Ensuring that business continuity plans are enacted appropriately, consistently & provide assurance of business resilience across all LCD services. Accountabilities Lead the development of the Contact Centre Operations and ensure the effective implement of the LCD Operations Plan. To always meet relevant contractual & performance standards within organisational & financial frameworks. Identify & evaluate service improvements, including cost effectiveness & anticipated improvements to service delivery performance & risk. Ensure call Contact Centre teams always work within the Care Quality Commission framework. Work as part of the wider Operations Senior Management team to support the delivery of end-to-end care pathways. Effectively line manage a team of multi-disciplinary service managers ensuring that their service KPI ae being achieved. Support the contact centre management team to ensure appropriate levels of staffing & equipment are maintained, within budgetary constraints. Ensure plans are developed, implemented & tested to maintain business continuity for the Contact Centre Operations at all sites where contact centre activities are carried out. Ensure reports on Contact Centre performance are provided as agreed. Prepare plans and business cases as required. Key Responsibilities Champion LCD values & promote an inclusive leadership approach with your team, the organisation and with partners & stakeholders. Maintain the highest standards of conduct acting as a role model for the organisation & meeting all statutory responsibilities as a member of the senior operations team. Ensure that the quality of patient care, safety & experience is firmly at the centre of activities. Ensure LCD policy & procedure is always adhered to. Facilitate continuous development for all team members. Operational Deliver the operational management plan with the designated area. Ensuring maintenance of & participate in a management roster to provide effective on-call support to LCD operations 24 / 7 / 365. Work across the health care system with partners & other stakeholders. Ensure relevant performance data is monitored & used to support continuous improvement & reduction of risk. Ensure appropriate & comprehensive root cause analysis techniques are used in the review of performance & corrective action plans are developed & implemented where performance does not meet required standards. Lead the contact centre management team to ensure that a regime of reporting of Significant Events is maintained; and that Patient Safety Incidents are reported in accordance with LCD protocols, and to support the Quality team in their investigations. Lead the contact centre management team & promote team working across the operations team, to liaise with the Head of Area Operations, Rota Manager & other service managers to ensure service plans are comprehensive, accurate & timely. Support the contact centre management team to ensure that all contact centre staff are managed effectively including staff attendance, training, performance & conduct, to ensure issues are dealt with promptly and in accordance with LCD policy & standards. To ensure preparation of Business Continuity Plans & Risk Management mitigations are in place and regularly reviewed. Team To set clear objectives for your team which support the delivery of LCDs Operating Plans & monitor these within LCDs agreed performance management framework. Review the performance of your team in line with the organisational & performance objectives & standards, identify team & individual development needs and agree team and personal development plans & activities. To ensure that own teams adhere to LCD standards, policies & protocols. To promote effective team-working across clinical & non-clinical staff within the team & effective cross-functional working with other directorates. Communications & Relationships To be responsible for creating a positive culture where openness, fairness & transparency are embedded. Consult & listen to comments from Employee representatives, staff, & other stakeholders in order to develop ways that the service could be improved. Ensure agreed lines of communication & reporting are implemented within the team to support all employees understanding LCD business plans, objectives, priorities & changes. Promote effective cross-functional working and that the operational team supports the achievement of objectives, standards & protocols of other LCD areas. Attend internal & external meetings representing LCD and engaging in discussions appropriate to the role and level of the post. Organisational Uphold & promote LCD values & ensure these are translated into working practices & service design. Contribute to the development of the organisation & ensuring it always remains fit for purpose. Patient Care Ensure that the quality of patient care is firmly at the centre of the organisations objectives and vision. Using the NHS Just Culture principles ensure that safety events are managed fairly & openly. Ensure the management & monitoring of the highest standards of safety & quality in the delivery of healthcare & related services & manage risk within LCD. Financial Resources Ensure financial policies & procedures are maintained & the budget is adhered to and that best value for money is achieved. Confidentiality Operate & ensure the team operates within information governance protocols & that business confidentiality is maintained at all times. Health, Safety, and Security Monitor Health & Safety in the workplace & implement corrective action plans where issues are identified. Attend meetings of the LCD Health and Safety Committee & play an active role in disseminating information & delivering on the KPIs. As a tactical health commander ensure that your EPRR minimal occupational standards portfolio is developed in line with NHSE expectations. Ensure drugs & medicines are managed in accordance with LCD Policy and Protocols. Training Complete the defined company induction programme & core training for this role and mandatory refresher training thereafter ensuring that accurate records of training are maintained. Ensure all staff have received the defined company induction programme & core training for their role and mandatory refresher training thereafter ensuring accurate records of training are maintained. Ensure all staff receive an annual PDR incorporating the development of a personal development plan. To ensure all staff receive appropriate training to achieve operational excellence. To seek feedback on their leadership Infection Prevention & Control Healthcare workers have a duty of care to patients & are expected to comply fully with the companies Infection Prevention & Control (IP&C) policies and attend/complete IP&C training, for personal & patient safety & for prevention of healthcare-associated infection (HCAI). Knowledge, skills & behaviour in the workplace should reflect this. Safeguarding Individuals have a duty of care to children & vulnerable adults that they come into contact with whilst at work to safeguard & promote their welfare & to work to prevent, recognise, respond, appropriately refer & record potential neglect or abuse, adhering to the companys Safeguarding Children & Safeguarding Vulnerable Adults policies & procedures. MANAGING SELF Ensure that relevant professional practice is evidence based & current. Ensure that continual professional development is maintained & facilitates the ability to provide care to a high standard in a way that is both safe & cost effective. Ensure that mandatory training is up to date & participate in training as appropriate. Effectively utilise time management, organisational, co-ordination and management skills. Identify own professional development needs through the Personal Development Review process. Additional The post holder will be required to promote and adhere to all Company policies & as a manager will have specific responsibilities relating to: Standing Financial Instructions Equality & Diversity Health & Safety Infection Prevention & Control Risk Management EPRR The post holder will be expected to act in accordance with the Code of Conduct & other terms of their Contract of Employment at all times. The main duties and responsibilities shown here are not exhaustive and the postholder will be expected to carry out any reasonable activities according to the needs of the business as directed by the line manager. It is likely that duties may be altered from time to time in the light of changing circumstances, in discussion with the post holder.