Job overview
A fantastic opportunity has become available to join our busy Non-Emergency Transport Call Centre as a Team Leader based in our South East Headquarters in Cwmbran, South Wales.
The Team Leader will be Responsible for leading, supervising and supporting a team of NET Centre Call Takers to deliver safe, effective and high-quality care that meets patient and commissioner expectations. The Team Leader will be responsible for Day to Day line management responsibilities for NET Centre Call Takers within their team, carrying out performance reviews, call auditing and validation to ensure that National call taking standards are met and achieved. Dealing with all staffing issues including annual leave requests, sickness absence and reviews and on line training records. Managing concerns and investigating issues using internal systems, identify root causes, and complete investigation reports that outline findings, actions taken and service improvement measures.
The successful applicant will have a can-do attitude, demonstrate that they have worked as part of a team, possess excellent communication and active listening skills, ideally have experience in working in a customer focused environment. have a good educational standard, and possess good typing and I.T. skills, and ideally be able to demonstrate experience of working in a busy and demanding environment.
Main duties of the job
The Team Leader will be responsible for leading, supervising and supporting a team of NET Centre Call Takers to deliver safe, effective and high-quality care that meets patient and commissioner expectations.
The Team Leader will also provide a point of contact/escalation for their NET centre area for patients, NEPTS control and hospital departments.
The Team Leader will provide regular feedback and reports detailing their own individual and team performance.
The Team Leader will be responsible for the day-to-day management of their NET Centre Team, including the coordination of the administrative function; managing attendance at work, disciplinary and grievance up to the first stages; and undertaking personal development reviews including identifying any areas where further training is required.
The post will give you the opportunity to work within and lead an extremely busy and challenging, focused, supportive team led environment, where issues and challenges need to be dealt with in a calm and efficient manner, coordinating and problem solving on a daily basis makes the post both demanding and interesting.
The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.
Working for our organisation
#RemarkablePeople
Our workforce is made up of over 4,000 remarkable people who contribute to the delivery of world-class patient care across Wales, 24 hours a day, 365 days a year. Whether you work in a patient-facing role or within our range of support services, the work that you do enables us to provide high quality care, wherever and whenever we’re needed.
The Trust recognises the need for its workforce to represent the diversity of the population it serves across the whole of Wales and seeks to create an environment where diversity is celebrated and inclusivity matters. We are also keen to break down any barriers into the Trust, and would encourage applications from under-represented groups, including those from Black, Asian and Minority Ethnic communities, LGBTQ+ communities and disability groups.
Careers within the Welsh Ambulance Services University NHS Trust are diverse and varied, with opportunities arising right across the service. Whatever your skills and background, you’re sure to find a career with us which is fulfilling, challenging, and rewarding.
In line with the Trust’s Starting Salary Procedure, all applicants will start at the bottom of the band for the position applied for, but can apply for a higher salary if they have previous experience relevant to the position.
Detailed job description and main responsibilities
You will be able to find a full Job description and Person Specification attached within the supporting documents or please click “Apply now” to view in Trac.
Person specification
Qualifications, Knowledge & Experience
Essential criteria
* ILM Level 4 or NVQ level 4 management qualification (or working towards) and Previous managerial and supervisory experience.
* Evidence of Continual Professional Development
Desirable criteria
* Training Qualification (for example Instructional Methods)
* Cleric Qualified with experience of working within NEPTS NET Centre / Liaison.
* NEPTS NET Centre experience
* Experience of developing and delivering training.
* Good knowledge of Excel, Word and PowerPoint.
* Knowledge of NEPTS Project
* Knowledge of NHS Putting Things Right (PTR) process.
Aptitude and Abilities Skills
Essential criteria
* Excellent communication and interpersonal skills
* Able to build positive relationship with business partners and work collaboratively
* Ability to translate complex information and simplify in clear and succinct messages
* Ability to work independently and use initiative to solve problems
* Ability to deal confidently, tactfully and effectively with people
* Evidence of close team working to achieve successful outcomes.
* Ability to influence other team colleagues to deliver their agreed objectives
* Methodical and logical thinker
Desirable criteria
* Ability to speak Welsh
* Experienced in time management and history of successfully meeting deadlines
* Well developed analytical skills
* Well developed report writing
* Well developed investigative skills
Personal Qualities
Essential criteria
* Evidence of integrity, objectivity and fairness
* Confident, having personal impact, credibility and authority to secure support from peers, staff, the public, partners and other audiences.