Job Vacancy Details

Title

Contact Centre Duty Manager

Categories Fixed-Term Contract, Full-Time
Date Posted
April 17, 2019
Ref No
TAP1467
Salary – £
Competitive
Contract
Until March 2020
Location of Job
Huddersfield
Job Details

Contact Centre Duty Manager

Our prestigious Client is looking for an experienced Contact Centre Manager to join their ever changing and fast paced organisation as part of a fixed term contract concluding 31st March 2020.

The Contact Centre is the single point of contact during out-of-hours service delivery issues, and the Duty Manager is responsible for Leading and managing the operational team delivery of Contact Centre services to meet the relevant contractual and performance standards within organisational and financial frameworks at all times as well as delivering business objectives and meeting the CQC framework and targets. The Duty Manager is also responsible for the day-to-day management of resources, including premises and equipment in the provision of services.

The role:

  • To provide strong leadership and people management skills to the Contact Centre Operations team, promoting personal development, setting objectives for team members, holding regular 1-1 meetings and annual PDR process, undertaking audits of team performance and actioning where necessary and ensuring staff receive appropriate training
  • Ensuring our Client’s standards, policies and protocols, and upholding and promoting these to the wider teams across the business
  • To implement the agreed Contact Centre Team objectives by monitoring productivity, identifying and evaluating new and innovative ways for service improvements and cost effectiveness, making recommendations to the Lead Duty Manager
  • To be the point of contact for operational issues within the Contact Centre and the wider service area in operational periods
  • Work in partnership with other departments to ensure appropriate levels of staffing are operating within an agreed framework which supports the recruitment and the retention of the workforce and that Standard Operating Procedures are adhered to
  • Work with the Duty Team Manager team to support change management principles and adapting to the needs of the company as well as liaising with external partners, commissioners and other service providers to support urgent care transformation and integration of urgent care across all services
  • To consult and listen to comments from employee representatives, staff and other stakeholders in order to develop ways that the service could be improved
  • To attend internal and external meetings representing the Company and engaging in discussions appropriate to the role and level of the post
  • Ensure the management and monitoring of the highest standards or safety and quality in the delivery of healthcare and related services, and manage risk within the organisation
  • To ensure financial policies and procedures are maintained and the Out of Hours budget is adhered to
  • To monitor Health & Safety in the workplace and implement corrective action plans where breaches are identified; to ensure drugs and medicines are managed in accordance with policy and protocols

About you:

The role of Duty Manager is ideally suited to somebody who can work flexibly and has excellent people management skills. The demands of the role require someone able to efficiently and effectively multi-task and handle pressure.

Candidates must have: 

  • GCSEs in Maths and English at grade C or above, or equivalent
  • Experience in managing a multi-disciplinary team within a Health Care Environment, or similar
  • Experience managing shift-based teams across a 24/7 period
  • Familiarity in meeting Health and Safety requirements
  • Strong problem-solving skills, a calm and rational decision maker
  • Conflict resolution experience
  • Excellent communication skills – both verbal and written
  • Strong analytical experience and the ability to interpret and present data
  • Root cause analysis experience in managing performance (desired)
  • Experience managing budgets (desired)
  • Experience working in a contact centre or call centre environment (desired)
  • Working knowledge of SystmOne and Rota Master (desired)

This role follows the following shift pattern:

Week 1

  • Thursday 11.59pm – 6.00am
  • Friday 6.00pm – 6.00am
  • Saturday 6.00pm – 11.59pm
  • Sunday 6.00pm – 11.59pm

Week 2

  • Tuesday 6.00pm – 11.59pm
  • Wednesday 6.00pm – 11.59pm
  • Thursday 11.59pm – 6.00am
  • Friday 6.00pm – 6.00am
  • Saturday 6.00pm – 11.59pm
  • Sunday 6.00pm – 11.59pm

This role is to start immediately, and interviews will take place week commencing 22nd April 2019.

GDPR Disclaimer: Please appreciate that whilst we review all CVs and applications, due to the high volume that we receive on a regular basis, we only respond to candidates that have been successful with their application. As such, if you do not hear from us within 14 working days, please accept that your application has been unsuccessful. Additionally, please note that sending a CV does not constitute a registration with THE Agency (Recruitment) Limited. In line with GDPR we will permanently delete information for all unsuccessful applications, and we will not keep candidate information on file for future vacancies at this stage of our process.

 

How to Apply

You can apply by emailing us: talent@theagency.org.uk.

To apply for this vacancy, please include the vacancy title: Contact Centre Duty Manager and Reference Number: TAP1467 in the email subject line.

When you forward your details, please make sure that you clearly outline how you meet the criteria for required skills and experience.

Don’t forget to attach the most recent copy of your CV as a Microsoft Word™ or as an RTF (Rich Text Format) document. Please do not send a PDF or Microsoft Publisher™ documents, as these may be rejected.

Candidates must be available to attend our offices in Cleckheaton for registration. You may need to be available for interview with our client at short notice. Please check the vacancy information carefully for further information on this. If you are unsure, please do not hesitate to ask.

Please note: We review all CVs and applications that are sent to us, however due to the large volume that we receive on a regular basis, please be aware that we only respond to those candidates that have been successful with their application. As such, if you do not hear from us within 14 working days, your application has been unsuccessful.

GDPR Disclaimer: Please note that sending a CV does not constitute a registration with THE Agency (Recruitment) Limited. In line with GDPR we will permanently delete information for all unsuccessful applications and we will not keep candidate information on file for future vacancies at this stage of our process.

 

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