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As a Team Leader within our Assurance Operations, you will play a pivotal role in guiding and developing a dynamic team to achieve excellence in performance, quality, and client satisfaction. Your leadership will ensure that our operational processes are executed efficiently, fostering a culture of continuous improvement and accountability.
The ICC Audit Team Leader is responsible for leading, managing, and developing the Senior Call Handlers whose key functions will be answering and providing support to the ICC Call-handlers on the Non-Clinical Advice line, carrying out preceptorship to ICC Call handlers, and carrying out Quality Assurance Audits ensuring the delivery of high-quality assurance services. The role will also be responsible for leading dispatch audit and the General Assurance team. This role offers an opportunity to make a significant impact on the quality and effectiveness of services provided by the Integrated Contact Centre, ensuring high standards of patient care and operational excellence.
Main duties of the job
Audit Team Leader
Visible Leadership: Provide consistent leadership including cross-site working across all teams, and manage individual personal files,
Communication: Ensure daily communication with all team members ensuring everyone is working to the daily focus.
Performance Reviews: Conduct regular performance reviews as required to ensure team members are fully sited on their individual KPI performance.
Monitoring Tools: Ensure real-time monitoring of call-handling performance and provide regular feedback to relevant management teams including SMART support.
Call Reviews: Facilitate individual/team levelling ensuring the team are consistently working at the same level and providing the same outcome
Quality Targets: Work with the Quality Audit Manager to produce reports for Assurance
Training Support: Work with Learning and Development and Training Leads as appropriate in the form of escalation or support
Rostering: Manage team rostering as required including annual leave
Working for our organisation
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
* Computer literate with working knowledge of Microsoft office Applications
* Demonstrate an understanding of managing a safe working environment.
* Full awareness of the importance of Mandatory & Statutory training to include CCA accreditation and the PADR process.
Qualification and knowledge
* Degree Level Education or equivalent relevant experience
* Experience of working in a call centre environment including knowledge and understanding of a range or procedures and practices within that environment.
* Experience of working with different software and IT systems
* Experience or relevant qualification in management
* Management Qualification or equivalent Experience
* Evidence of relevant professional or personal development
* Experience working with NHS Pathways and hold a current NHS Pathways license
Values and behaviours
* Ability to work and lead in a team environment
* Experience in a management/supervisory capacity
* Knowledge of telephone triage and understanding of risk management
* Commitment to providing service that meets the changing needs of external and/or internal customers
* Ability to work effectively in a team, providing support and leadership as appropriate, to achieve shared goals
* Focus on constructive evaluation and challenge of own and team performance
* Proactive in identifying opportunities for improvement and innovation
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