Overview
Local Care Direct is a non-profit social enterprise operating 24/7/365 to provide various primary and urgent health care services across West Yorkshire.
We have an exciting fixed term position available for a new Duty Manager in our Bradley Contact Centre working 36 hours with flexibility to support the 24/7 services provided. The Duty Manager oversees the daily operations of all services operating out of the LCD Contact Centre. They will lead the team to ensure employee productivity, efficiency of processes and a positive work environment, proactively managing hour-by-hour performance and patient demand, coordinating call advisers and clinicians, and ensuring resources are used effectively to deliver key performance indicators.
Contract
Fixed term for approximately 12 months (ending on 31/03/2026). The Duty Manager will act as the single point of contact during the out-of-hours period for service delivery issues, meeting regularly with the senior management team to stay up to date with organisational changes, issues and improvements, and supporting the Medical Service Manager to deliver business objectives while always meeting the CQC framework and targets. They will be the point of contact for operational matters on a 24/7 shift basis, supported by the on-duty Operational (Bronze) and Tactical (Silver) commanders where necessary. They will proactively manage hour-by-hour performance, patient demand, call advisers and clinicians, ensuring appropriate action is taken in line with the LCD protocol for Operational Pressures Escalation Levels. The Duty Manager will support the Medical Service Manager with the delivery and development of the contact centre operation and implementation of the LCD Operations Plan, and ensure the Contact Centre team always works within the Care Quality Commission framework. They will ensure that the quality of patient care remains at the centre of the organisation’s objectives and vision and that this is adhered to on every operational shift you lead.
Responsibilities
* Be the point of contact for operational matters on a 24/7 shift basis, supported by on-duty Operational (Bronze) and Tactical (Silver) commanders where necessary.
* Proactively manage hour-by-hour performance and patient demand, coordinating call advisers and clinicians, and ensuring action is taken in line with the LCD protocol for Operational Pressures Escalation Levels.
* Support the Medical Service Manager with the delivery and development of the contact centre operation and the LCD Operations Plan.
* Ensure the Contact Centre operates within the Care Quality Commission framework and that patient care remains at the centre of the organisation’s objectives and vision on every shift.
* Lead the team to ensure productivity, efficiency of processes, and a positive work environment.
Salary and Hours
Salary: £16.89 per hour in hours (Monday to Friday 08:00–18:00), £17.89 per hour out of hours (Monday to Friday 18:00–08:00 and all day Saturday and Sunday). Hours: 36 hours per week worked flexibly across a 24/7 rota. Shifts will be set a minimum of 1 month in advance where possible, but flexibility of shift pattern is required.
About Local Care Direct
Our purpose is to care for people. Established as a social enterprise in 2004 to deliver health services across West Yorkshire, our aim is to meet the needs and expectations of our patients and our NHS and social care partners. We have developed a broad range of services for patients across Yorkshire and the Humber including: a centralised contact centre, GP out-of-hours services, Urgent Treatment Centres, walk-in facilities, a dental assessment and booking service, as well as a number of bespoke services for our NHS clients.
Benefits
* Employee Assistance Programme
* Comprehensive Staff Training programme
* Modern working environment with a positive atmosphere
* NHS Pensions
* NHS Discounts (Blue light card)
* Various hours available in a 24/7 environment
* Support available 24/7
* Health & Wellbeing group to support staff
* Supportive and Friendly teams
* Annual Awards focused on raising money to support a local charity
* £16.89 an hour working in hours; £17.89 an hour working out of hours
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