Overview
Join to apply for the Control Room Planning Team Leader role at EMED Group. We have a fantastic opportunity for a Control Room Planning Team Leader to join our team based in Banbury. This role is full time (37.5 hours per week), Monday - Friday, with rotating shifts: 08:00-16:00, 10:00-18:00, 12:00-20:00.
Responsibilities
The role involves closely monitoring all call-taking activities and contract performance to ensure an effective service across contracts. You will work alongside two other Team Leaders to plan and dispatch across contracts. Responsibilities include:
* Monitor and manage call demand, identify issues, and escalate challenges or risks as appropriate.
* Act as a point of escalation for on-the-day service queries and concerns and resolve to prevent further escalation and complaints.
* Line management for all call handlers, including call audits, HR management, and ensuring understanding of contract expectations and KPIs.
Qualifications and Skills
* Strong organisational, analytical and problem-solving skills with ability to multi-task and prioritise.
* Meticulous attention to detail.
* Confident user of Microsoft Excel, Word, Outlook, etc.
* Minimum of 2 years’ people supervisory/management experience, ideally within a call centre or similar environment.
* Excellent written and verbal communication skills with ability to engage at all levels within the organisation.
* Experience working toward targets and KPIs.
* Sociable, approachable and people-focused.
Benefits
* £13.50 per hour
* Life Assurance – £5,000 coverage for colleagues and family
* 24/7 online/telephone GP consultations and access to prescriptions
* Second medical opinion support
* Cash-plan benefits (dental, optical, chiropody)
* Access to mental health, physiotherapy consultations
* Legal advice on domestic issues
* Financial guidance on retirement planning, taxes, and benefits
* Long Service Recognition Scheme with additional annual leave
* Values-based internal recognition and annual event
* Refer-a-Friend incentive
* EMED Foundation support for colleagues and communities
* Pension scheme and paid holiday entitlement
* Blue Light Card and uniform provided
* Employee Assistance Programme (wellbeing support)
* Seasonal flu vaccination campaigns
About Us
The EMED Group is the merger of ERS Medical and E-Zec Medical and is now the largest Patient Transport and Care Partner to the NHS, with circa 4,000 colleagues across 60 depots. We are committed to promoting equality, diversity and inclusion, and to treating all employees, patients, service users and clients with dignity and respect.
Additional information
Our values are Collaborative, Agile, Reliable, and Empowered. Employment type: Full-time. Seniority level: Mid-Senior level. Job function: Management and Manufacturing. Industries: Public Health. Location: Banbury, England, United Kingdom.
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