Call Hub Shift Lead
| Posting date: | 10 September 2025 |
|---|---|
| Salary: | £13.50 per hour |
| Additional salary information: | £13.50 an hour |
| Hours: | Full time |
| Closing date: | 30 September 2025 |
| Location: | Derby, DE23 3TX |
| Company: | NHS Jobs |
| Job type: | Contract |
| Job reference: | A3283-25-0024 |
Summary
Team Leadership & Supervision Lead and support the call hub team during shifts, providing guidance, motivation, and support to ensure high morale and productivity. Manage shift resources effectively, including staffing levels and break scheduling. Monitor call handling, response times, and patient experience standards. Acting as a point of escalation when patients / relatives want to speak to a superior. Operational Management Ensure all incoming patient calls are managed in line with established protocols and clinical governance standards. Coordinate with clinical and administrative teams to resolve complex or escalated calls. Maintain accurate records of shift activities and incidents. Quality & Compliance Monitor adherence to safeguarding, confidentiality, and data protection policies. Identify and escalate issues impacting service quality or patient safety. Support training and development by identifying team training needs and facilitating learning opportunities. Communication & Reporting Serve as the primary point of contact for shift-related queries from team members and other departments. Provide timely feedback and reports to management regarding shift performance, challenges, and staffing needs. Participate in team meetings and contribute to ongoing service improvement initiatives.