Job Summary
Local Care Direct is a non‑profit social enterprise delivering primary and urgent health care services across West Yorkshire. We are looking for a Duty Manager to lead operations in the Bradley Contact Centre, providing 24/7 service and supporting our 24‑hour workforce.
Key Responsibilities
* Oversee daily operations of all services in the contact centre, ensuring staff productivity, process efficiency, and a positive work environment.
* Act as the single point of contact for operational matters during out‑of‑hours shifts, coordinating with senior management and supporting the Medical Service Manager.
* Monitor hour‑by‑hour performance and patient demand, taking appropriate action in line with LCD protocols.
* Deliver the LCD Ops Plan and maintain compliance with the Care Quality Commission framework and KPIs.
* Lead the team in upholding patient care quality across all operational shifts.
Qualifications and Skills
* Level 2 English & Maths (GCSE Grade C / 4 or equivalent) – essential.
* Strong communication and presentation skills.
* Excellent verbal and written communication capabilities.
* Basic IT literacy – proficiency with Word, Excel, PowerPoint.
* Analytical, problem‑solving, influencing and root‑cause analysis skills (desirable).
Experience
* Experience in operational delivery, preferably in a call centre or clinical hub environment handling incoming and outgoing calls.
* Demonstrated ability to deliver an excellent service user experience in a contact centre.
* Experience in conflict resolution, change management, and meeting national KPI targets.
* Experience working in healthcare settings (desirable).
Aptitude & Personal Characteristics
* Flexibility to work unsociable hours and adaptive shift patterns.
* Proactive, self‑motivated, and initiative‑driven.
* Team player with an open, transparent, and professional management style.
* Committed to continuous improvement.
* Willingness to support tasks beyond core responsibilities (desirable).
Salary & Working Hours
* £17.40 per hour (In Hours – Monday to Friday 08.00‑18.00).
* £18.41 per hour (Out of Hours – Monday to Friday 18.00‑08.00 and all day Saturday Sunday).
* 24 hours per week worked flexibly across a 24/7 rota.
Location
Local Care Direct, Contact Centre, Unit 2, Longbow Close, Bradley, Huddersfield, HD2 1GQ, United Kingdom.
Benefits
* Employee Assistance Programme
* Comprehensive Staff Training programme
* Modern working environment with a positive atmosphere
* National Health Service pensions
* 25 days (pro‑rata) annual leave plus bank holidays, increasing by one day per completed year up to 30 days
* NHS discounts (Blue light card)
* Various hours 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 for local charity
Other Information
This position is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975. A Disclosure and Barring Service check will be required.
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