Job overview
PLEASE NOTE THAT WE WILL ONLY ACCEPT APPLICATIONS FROM STAFF CURRENTLY EMPLOYED BY WELSH AMBULANCE SERVICE TRUST
The Call Supervisor will be responsible for supervising the EMS Call Handling team, accountable for the effective and efficient management of urgent and emergency (999) calls received by the Welsh Ambulance Service in line with Trust and EMS Coordination Centre (EMSCC) standard operating procedures (SOPs).
The Call Supervisor will undertake day to day supervision and coaching of the call handling function within the EMSCC and provide live performance management against Key Performance Indicators, undertake historical call review support, objective setting, and development.
They will also be responsible for ensuring that delays in attending WAST patients receive appropriate welfare in line with EMSCC Standard Operating Procedures (SOPs).
The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.
Main duties of the job
The successful post holder will be expected to maintain close working relationships with all roles within EMSC to ensure that information and workflow is efficient, accurate and meaningful. The role is a conduit of information from the call-handling team to the Shift Manager, this will include communicating information relating to demand and capacity and call-handling resources across the Trust. The Call Supervisor will be required to provide regular reports both verbally and written to the Shift Manager regarding performance of the Call handling team including call answering, occupancy, rest break management, and abandonment. They will be expected to support the EMSC Operations Quality team in providing information, and where necessary, contributing to an Investigation report. Where an ‘on the spot’ concern is identified, the Call Supervisor will Support the Shift Manager in gathering pertinent information and where appropriate, contact the relevant party to seek early resolution.
The post will offer an opportunity to work within a busy and challenging team led environment. Co-ordinating and problem solving daily makes the post both demanding and interesting.
This role currently operates 7 days per week, 365 days a year, 24 hours a day, and you are required to work a range of shifts. We actively seek Welsh speakers to join the team.
Working for our organisation
#RemarkablePeople
Our workforce is made up of over 4,000 remarkable people who contribute to the delivery of world-class patient care across Wales, 24 hours a day, 365 days a year. Whether you work in a patient-facing role or within our range of support services, the work that you do enables us to provide high quality care, wherever and whenever we’re needed.
The Trust recognises the need for its workforce to represent the diversity of the population it serves across the whole of Wales and seeks to create an environment where diversity is celebrated and inclusivity matters. We are also keen to break down any barriers into the Trust, and would encourage applications from under-represented groups, including those from Black, Asian and Minority Ethnic communities, LGBTQ+ communities and disability groups.
Careers within the Welsh Ambulance Services University NHS Trust are diverse and varied, with opportunities arising right across the service. Whatever your skills and background, you’re sure to find a career with us which is fulfilling, challenging, and rewarding.
In line with the Trust’s Starting Salary Procedure, all applicants will start at the bottom of the band for the position applied for, but can apply for a higher salary if they have previous experience relevant to the position.
Detailed job description and main responsibilities
You will be able to find a full Job description and Person Specification attached within the supporting documents or please click “Apply now” to view in Trac
Person specification
Qualifications and Knowledge
Essential criteria
* NVQ Level 3 in relevant subject or equivalent work experience.
* Experience of supervising staff within a contact centre environment
* Awareness of EMSC SOPs and Trust Policies
* Certified MPDS EMD
Desirable criteria
* Commitment to continuous professional development
* Understanding change management and the impact on individuals, teams and organisation.
* Willingness to work towards Grade 5 Root Cause Analysis training
* NVQ Level 3 Call Centre
* JESIP trained
* Certified EMD Mentor
Experience
Essential criteria
* Experience of supervising staff.
* Experience of supporting Emergency Contact Centre colleagues.
* Ability to demonstrate good working knowledge of call flow, skills and systems, response systems, staff management including rostering
* Experience in mentoring.
* Experience in monitoring service effectiveness
* Experienced in performance management, developing and supporting staff.
* IT literacy.
Desirable criteria
* Experience working in a call centre environment
* Delivering organisational outcomes through internal and external engagement and participation
* Optimising performance and direct reports and others.
* Delivering outcomes in line with the values and required behaviours of the organisation.
* Analytical ability and problem solving
* Implementation of equal opportunities.
Skills and Attributes
Essential criteria
* High standards of personal professionalism
* Responsive professional and positive attitude and approach
* Excellent IT Skills
* Standard Keyboard Skills
* Able to work independently and as part of a team.
* Ability to work in a pressured environment, work under pressure and meet deadlines.
* Excellent communication, listening and interpersonal skills
* Excellent written and verbal communication skills.
* Ability to work autonomously
* Good leadership, coaching and motivational skills.
* Knowledge of management, quality systems and business continuity.
* Decision making capability.
* Planning and organisational skills.
* Ability to manage change.
* Ability to manage and support others during times of crisis
Desirable criteria
* Welsh Language Skills are desirable levels 1 to 5 in understanding, speaking, reading, and writing in Welsh.
* Proven track record in achieving objectives.
* Ability to interpret statistical information.
* Research, evaluation and audit skills.
* Knowledge of analysing information in a meaningful manner in order to inform service provisions.
* Experience in report writing/presentations.
* An understanding of how bereavement and stress affects individual behaviours
Other
Essential criteria
* Ability to travel across Wales.
* Ability to work shift patterns
* Able to work hours flexibly
* Flexibility to meet service demands and competing or changing priorities