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NHS 111 Call Centre Manager, Wakefield

Role: NHS 111 Call Centre Manager
Company: Yorkshire Ambulance Service
Location: Wakefield
Salary: £40,428 to £48,514 per annum
Closing: 13/05/2018 23:59

At Yorkshire Ambulance Service (YAS) we aspire to deliver world class care to the communities we serve, and are the commissioned provider for NHS 111 Call Centre services across the Yorkshire, Humber and Northern Lincolnshire regions. We are able to offer the pivotal role of Call Centre Manager in Wakefield within our NHS 111 Operational Delivery Team. This role is part of a Call Centre Manager Team, working closely with the Rotherham Call Centre Manager and directly managing a team of 3 Operational Service Managers. The post holder will work a range of shifts, incorporating weekends, public holidays and evenings in line with patient call demand (65% of all calls are received in an evening, from 18:30, or weekend) with an appropriate unsocial payment made.

As Call Centre Manager you will be responsible for providing operational senior leadership in the NHS 111 / Integrated Urgent Care (IUC) centres, nurturing a culture of openness; which supports individuals to deliver a high quality service for patients in Yorkshire and Humber.

Behaviors within the role will be as important as results and it’s essential for the Call Centre Manager to be flexible in their approach to manage the day to day running of a busy call centres, in order to ensure that the service is best set to meet the needs of patients. This will be underpinned by strong staff-centred management, the ability to inspire, guide and support staff and their personal well-being in this challenging environment.

Holistically performance focused across the Care Quality Commission (CQC) domains you will motivate and engage staff to ensure the delivery of the key performance indicators (KPIs) for the service ensuring effective and efficient quality of care is provided 24 x 7 x 365.

To succeed in this role you will have:

  • Extensive knowledge of call centre environments with a track record of achievement in operational delivery through planning and resource allocations skills
  • Call Centre Management qualification or equivalent knowledge in call centre management
  • Strong people centred leadership skills, approachable with excellent communication skills and the ability to professionally and empathetically deal with colleagues and direct reports
  • Senior leadership and management experience within a multi-site, 24 x 7 call centre operation
  • Experience in developing a culture of staff engagement, inclusion, support creating an effective working environment
  • Experience of building and maintaining relationships with internal and external stakeholders
  • Experience of developing and managing a performance framework; covering a range of metrics to ensure key performance indicators are met and staff within the service contribute to these targets
  • We pride ourselves on absolutely everyone that works within the Trust contributing to the achievement of our Vision 'To be trusted as the best urgent and emergency care provider, with the best people and partnerships, delivering the best outcomes for patients'.

We also want people to join us that can equally uphold and share our organisational values:

  • Compassion
  • One Team
  • Innovation
  • Resilience
  • Empowerment
  • Integrity

YAS actively pursues a policy of equal opportunities and welcomes applications from all sections of the community, particularly ethnic and minority groups who are presently under-represented in YAS. We support the ‘Positive about Disabled People’ scheme (the two ticks system) which means we guarantee to invite to assessment all applicants with a disability who meet the minimum criteria for a job vacancy and to consider them on their abilities. Please note that reasonable adjustments for successful applicants with a disability will be made on appointment.

Please note the salary range stated in advertisements is calculated on a pro rata basis if the vacancy is part time. 

Disclosure and Barring Service

Yorkshire Ambulance Service NHS Trust is committed to safeguarding & promoting the welfare of children & vulnerable adults. Many of our posts are subject to a Disclosure & Barring Service check (DBS). Should this position be subject to a DBS check the cost will be recovered from your salary as a one-off payment. Currently the charges made by the Disclosure and Barring Service are £44.00 for an enhanced check and £26 for a standard check.

All invites to attend appointments regarding the selection process will be sent electronically via the Trac Jobs Website to the email address that was provided at the time of the application. IT IS IMPORTANT, therefore, that you read your emails on a regular basis and respond as necessary. 

Benefits We Offer: 

  • Flexible working arrangements
  • Childcare/Carer support
  • Ongoing Learning and development 
  • Free Occupational Health and counselling services
  • An excellent pension scheme

Please note that we operate a Smoke Free policy

Apply now.



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