Job overview
Internal Candidates Only
Estuary Point, Liverpool Site
We are looking to recruit a Team Leader on a Secondment basis.
This role, reporting directly to the EOC Call Handling Manger will work a 24/7 rota, will have or oversee first line management responsibility of a multidisciplinary EOC team including Supervisors.
In conjunction with Team Leaders at the other EOCs apply specific and consistent focus on all aspects of call handling performance including demand and skill set management, maximising Supervisor and EMA availability, reducing down/offline time, as well as ensuring Supervisor and EMA KPIs are being monitored and managed supporting performance management processes where required.
Main duties of the job
Team Leaders will also be responsible for ensuring absence and conduct issues are managed or escalated and will also have responsibility for the auditing of the non-clinical hunt advice calls once the process has been developed and rolled out.
Team Leaders will also ensure all types of audits are fed back in a timely manner and ensuring all Supervisor/EMA Mandatory Training, PADRs and NHS Pathways version updates are profiled and completed within the required timescales/deadlines. This list of duties is non exhaustive.
Working for our organisation
North West Ambulance Service NHS Trust provides 24 hour, 365 days a year accident and emergency services to those in need of emergency medical treatment and transport.
Our highly skilled staff provide life-saving care to patients in the community and take people to hospital or a place of care if needed.
We also provide non-emergency patient transport services for those patients who require non-emergency transport to and from hospital and who are unable to travel unaided because of their medical condition or clinical need.
Alongside the other emergency services, we also work to ensure the safety of the public and treatment of patients in the event of a major incident.
We also deliver the NHS 111 service in the North West. NHS 111 replaced NHS Direct in 2013. This service was introduced to make it easier for people to access local NHS healthcare services in England. It provides non-emergency medical help fast, and is available 24 hours a day, 365 days a year.
Person specification
Education/Knowledge
Essential criteria
1. Degree Level education or equivalent qualification or equivalent relevant experience
2. Evidence of relevant professional or personal development
Desirable criteria
3. Management qualification or equivalent experience.
Values & Behaviours
Essential criteria
4. Commitment to providing service that meets the changing needs of external and/or internal customers
5. Ability to work effectively in a team, providing support and leadership as appropriate, to achieve shared goal
6. Focus on constructive evaluation and challenge of own and team performance
7. Proactive in identifying opportunities for improvement and innovation
Knowledge & Experience
Essential criteria
8. Experience of inbound/outbound call taking in a contact centre environment
9. Experience in a EOC/111 management/supervisory capacity for at least 12 months.
10. Evidence of coaching and mentoring
11. Excellent communication, listening and interpersonal skills
Desirable criteria
12. Experience of inbound/outbound call taking in a contact centre environment
Personal Behaviours & Knowledge
Essential criteria
13. Ability to work and lead in a team environment
14. Understanding of the Trust’s Business Objectives and commitment to performance improvement