Job Summary
The Medical Service Manager will be responsible for the safe, effective, and efficient running of the LCD contact centre operation, including all services provided by the contact centre team. In addition, the post holder will deputise for the Head of Contact Centre Operations as required, ensuring continuity of leadership and operational oversight during periods of absence.
Responsibilities
* Drive the delivery and continuous development of the contact centre operation, ensuring alignment with the LCD Operations Plan and organisational objectives.
* Act as deputy for the Head of Contact Centre Operations when required, maintaining continuity of leadership and operational oversight.
* Ensure all contractual, performance, and financial standards are consistently met within agreed frameworks, and that the team operates in full compliance with CQC requirements.
* Identify, evaluate, and recommend service improvements to the Line Manager, including cost‑effectiveness, anticipated impact on performance, and risk mitigation.
* Work as part of the wider Operations Management team to support the delivery of end-to‑end care pathways and integrated service provision.
* Manage the Duty Management team and maintain a robust shift rota to provide 24/7/365 cover, including stepping in to provide cover when necessary.
* Partner with LCD support services to ensure staffing levels, equipment, and resources are maintained within budgetary constraints.
* Develop, implement, and regularly test business continuity plans for all sites where contact centre activities are carried out.
* Produce agreed performance reports, prepare operational plans, and develop business cases to support service development and strategic objectives.
* Create and promote an inclusive, supportive, and high‑performing culture within the contact centre team.
About Us
Local Care Direct is a social enterprise delivering health services across West Yorkshire. We care for people with a focus on kindness, respect, fairness, consistency, honesty and integrity.
Benefits
* Employee Assistance Programme
* Hybrid Working Available
* 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
Job Details
Salary: £38,840 a year
Contract: Permanent
Working pattern: Full‑time
Reference number: B0250-25-0052
Job locations: Local Care Direct, Longbow Close, Bradley, Huddersfield, HD2 1GQ
Experience
Essential
* Experience in conflict resolution
* Effective operational leadership and management
* Meeting contractual service targets and standards
* Implementing change and leading others through change
* Developing and implementing policies, procedures and working practices
Desirable
* Managing budgets
* Experience of working in the Healthcare Sector
Skills
Essential
* Report writing
* Analysing, interpreting and presenting data
* Able to make critical decisions quickly and rationally
Desirable
* Use of root cause analysis techniques in managing performance
* Project Management
Knowledge
Essential
* Urgent care services
* Performance Management techniques
* Absence Management processes
Qualifications
Essential
* GCSE English & Maths at Grades A‑C / 6‑9 or equivalent
Desirable
* General Management Qualification
Person Specification
Essential – GCSE English & Maths at Grades A‑C / 6‑9 or equivalent
Desirable – General Management Qualification
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and requires a Disclosure and Barring Service check for any previous criminal convictions.
Employer details
Local Care Direct
Longbow Close, Bradley, Huddersfield, HD2 1GQ
Website: https://www.localcaredirect.org/
#J-18808-Ljbffr