Do you have leadership experience in a challenging and changing environment? We are looking for a contact centre Deputy Shift Manager who will support the Shift manager in providing leadership, direction and operational management to Integrated Urgent Care services. You will ensure that as a team we deliver the highest standards of patient care in line with the key performance indicators and ensure all available resources are utilised the best effect.
Main duties of the job
Support the operational delivery of PC24 Integrated Care services, working in partnership with the shift manager.Ensure patients are seen in the correct capacity based on clinical need.Ensure all calls into the service are handled according to relevant procedures and entered into clerical systems.Ensure effective management of the dispatch queue with adherence to agreed protocols and procedures.Support service delivery through robust handover procedures with other shift leads.Provide guidance and support to staff, ensuring they are appropriately directed in their roles throughout the shift.Utilise available resources efficiently in line with service needs throughout the shift.Support the Shift Manager with the interface with NHS111, ensuring demand and capacity align with key performance indicators (KPIs).Report any urgent cases to the clinical coordinator and collaborate on resource allocation.Track clinical and operational productivity, recommending improvements to the Service Delivery Leadership Team.Highlight any issues to the Shift Manager, ensuring relevant teams are informed.Support the Shift Manager by ensuring high operational standards are maintained throughout the shift to ensure a positive patient experience and high staff satisfaction.Ensure all operational tasks and services are completed effectively, especially at the Wavertree base.Ensure all clerical tasks are completed within the managed services.Support the Shift Manager with any resourcing issues promptly, putting appropriate contingency plans in place.Maintain accurate shift reports and ensure all administrative tasks are documented.Stay updated on and follow all policies and procedures related to the role.Take on the role of Urgent Care Coordinator when needed, ensuring smooth operations.
About us
About usPrimary Care 24 (PC24) is a not-for-profit social enterprise established in 1990, delivering NHS contracts exclusively. The majority of our surplus is reinvested in patients and staff. We believe that primary healthcare should be accessible for everyone and are committed to delivering the best quality care we can, challenging social exclusion and working locally, where and when we can, to support our communities. We combine the best of the NHS with social enterprise innovation, developing solutions for NHS primary care and caring for our clinicians so that they can, in turn, care for our patients.Whats on offer?£31,809.49 per annum37.5 hours We operate 24/7, so you must be flexible to work shift patterns within our operating hours.27 days annual leave (pro rata) previous NHS service will be taken into account.NHS pension schemeNHS car fleet schemeNHS home electronics schemeCycle to work schemeEligible to apply for blue light cardColleague wellbeing package - which allows you to claim money back on optical, dental, private consultations and physiotherapy.Colleague events
Job responsibilities
Do you have leadership experience in a challenging and changing environment? We are looking for a contact centre Deputy Shift Manager who will support the Shift manager in providing leadership, direction and operational management to Integrated Urgent Care services. You will ensure that as a team we deliver the highest standards of patient care in line with the key performance indicators and ensure all available resources are utilised the best effect.
Location: Wavertree Head office
What will you be doing
* Support the operational delivery of PC24 Integrated Care services, working in partnership with the shift manager.
* Ensure patients are seen in the correct capacity based on clinical need.
* Ensure all calls into the service are handled according to relevant procedures and entered into clerical systems.
* Ensure effective management of the dispatch queue with adherence to agreed protocols and procedures.
* Support service delivery through robust handover procedures with other shift leads.
* Provide guidance and support to staff, ensuring they are appropriately directed in their roles throughout the shift.
* Utilise available resources efficiently in line with service needs throughout the shift.
* Support the Shift Manager with the interface with NHS111, ensuring demand and capacity align with key performance indicators (KPIs).
* Report any urgent cases to the clinical coordinator and collaborate on resource allocation.
* Track clinical and operational productivity, recommending improvements to the Service Delivery Leadership Team.
* Highlight any issues to the Shift Manager, ensuring relevant teams are informed.
* Support the Shift Manager by ensuring high operational standards are maintained throughout the shift to ensure a positive patient experience and high staff satisfaction.
* Ensure all operational tasks and services are completed effectively, especially at the Wavertree base.
* Ensure all clerical tasks are completed within the managed services.
* Support the Shift Manager with any resourcing issues promptly, putting appropriate contingency plans in place.
* Maintain accurate shift reports and ensure all administrative tasks are documented.
* Stay updated on and follow all policies and procedures related to the role.
* Take on the role of Urgent Care Coordinator when needed, ensuring smooth operations.
What do I need
* Experience of working in a changing and challenging environment
* Experience of working in a call centre or similar environment
* Experience of managing and supporting a team
* Excellent communication skills and able to communicate effectively at all levels.
* Capability to motivate and develop a team.
* Excellent organisational skills with the ability to prioritise effectively.
* Knowledge of Microsoft office and confident in using a PC to support team
* Experience in using a rota system
About us
Primary Care 24 (PC24) is a not-for-profit social enterprise established in 1990, delivering NHS contracts exclusively. The majority of our surplus is reinvested in patients and staff. We believe that primary healthcare should be accessible for everyone and are committed to delivering the best quality care we can, challenging social exclusion and working locally, where and when we can, to support our communities. We combine the best of the NHS with social enterprise innovation, developing solutions for NHS primary care and caring for our clinicians so that they can, in turn, care for our patients.
Whats on offer?
* £31,809.49 per annum
* 37.5 hours We operate 24/7, so you must be flexible to work shift patterns within our operating hours.
* 27 days annual leave (pro rata) previous NHS service will be taken into account.
* Cycle to work scheme
* Eligible to apply for blue light card
* Colleague wellbeing package - which allows you to claim money back on optical, dental, private consultations and physiotherapy.
Please note we operate 24/7, so you must be flexible to work our operating hours. We have a 5 week rolling shift pattern, including early, late, nights, weekend and bank holidays shifts.
Come join our proud team
This vacancy may close before the closing date if the recruiting manager deems sufficient applications have been received. Therefore, it is advised to complete your application as early as possible to avoid disappointment.
Person Specification
General Requirements
* Please refer to job description above
* Please refer to job description above
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.
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