Job summary
Local Care Direct is a non-profit Social Enterprise operating across 24 hours a day, 7 days a week, 365 days a year, to provide various primary and urgent health care services across West Yorkshire.
We have three exciting new roles available in our Bradley based Contact Centre for a Contact Centre Team Leader to join the team working across a choice of three different shift patterns (Attached as supporting evidence).
This is a supervisory level role working within the contact centre, reporting to the Service Manager within medical services operations. We are looking for someone who has experience of staff supervision including setting performance targets and managing HR related incidents such as sickness absence. A key aspect of the role is to provide support and training for contact centre staff.
Hourly Rate: £14.50 in hours & £15.50 out of hours.
(In Hours = Monday to Friday 08.00 to 18.00 & Out of Hours = Monday to Friday 18.00 to 08.00 and all day Saturday Sunday)
Location: Unit 2, Longbow Close, Bradley, Huddersfield, HD2 1GQ
Main duties of the job
This supervisory role within the contact centre reports to the Service Manager in medical services operations. The postholder must have experience in staff supervision, including setting performance targets and managing HR issues such as sickness absence. A key responsibility is to support and train contact centre staff.
You will supervise Contact Centre Agents and Controllers to ensure contractual and performance standards are consistently met within organisational and financial frameworks. Staff must operate within Care Quality Commission and Local Care Direct standards, promoting continuous improvement. You will deliver annual performance reviews and personal development plans, and take prompt action where performance falls below expected standards, ensuring KPIs are achieved.
In collaboration with the Service Manager, you will maintain and update Standard Operating Procedures (SOPs). You will provide on-the-job training (e.g. SystmOne, call handling, SOPs), ensure scheduled audits of inbound/outbound calls are completed and reported, and conduct timely DATIX investigations with findings shared appropriately.
About us
We care about people at Local Care Direct. Together, we act with kindness & respect, fairness & consistency, and honesty & integrity. Every one of our values is essential, but our impact is greater when we use all of them together.
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. Over the years, 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 of working for Local Care Direct:
* 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
Details
Date posted
13 February 2026
Pay scheme
Other
Salary
£14.50 an hour working in hours (£15.50 an hour working out of hours)
Contract
Fixed term
Duration
3 months
Working pattern
Full-time
Reference number
B
Job locations
Local Care Direct
Longbow Close
Bradley
Huddersfield
HD2 1GQ
Job description
Job responsibilities
To see the full job description and shift patterns, please look at the attached supporting documents below.
This can also be downloaded as a PDF
Job description
Job responsibilities
To see the full job description and shift patterns, please look at the attached supporting documents below.
This can also be downloaded as a PDF
Person Specification
Knowledge
Essential
* People process including Absence Management, Disciplinary and Grievance policies, and knowledge of employment law basics (working time regulations, flexible working).
Qualifications
Essential
* Good level of English and Maths. GCSE Grade C / 4 and above
Desirable
* Management or Customer Service qualifications.
Skills
Essential
* Team building, engagement, and development.
Desirable
* Conflict Resolution.
Experience
Essential
* Managing people in a high-volume call centre environment.
* * Staff supervisory experience including effective 1-1s, Annual Performance Reviews, and managing under-performance.
* * Staff supervisors experience including end-to-end Absence Management inclusive of RTWs, and Formal Absence Hearings.
Desirable
* Understanding how to use data to manage performance.
Person Specification
Knowledge
Essential
* People process including Absence Management, Disciplinary and Grievance policies, and knowledge of employment law basics (working time regulations, flexible working).
Qualifications
Essential
* Good level of English and Maths. GCSE Grade C / 4 and above
Desirable
* Management or Customer Service qualifications.
Skills
Essential
* Team building, engagement, and development.
Desirable
* Conflict Resolution.
Experience
Essential
* Managing people in a high-volume call centre environment.
* * Staff supervisory experience including effective 1-1s, Annual Performance Reviews, and managing under-performance.
* * Staff supervisors experience including end-to-end Absence Management inclusive of RTWs, and Formal Absence Hearings.
Desirable
* Understanding how to use data to manage performance.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details
Employer name
Local Care Direct
Address
Local Care Direct
Longbow Close
Bradley
Huddersfield
HD2 1GQ
Employer's website
(Opens in a new tab)
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Employer details
Employer name
Local Care Direct
Address
Local Care Direct
Longbow Close
Bradley
Huddersfield
HD2 1GQ
Employer's website
(Opens in a new tab)
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