Contact Centre Duty Manager

Location: Huddersfield, HD2
Ref: TAP1678
Pay: £28,098.72 pa

Our client is looking for an experienced Duty Manager with strong people management and leadership experience to join their well-established organisation. You will be the single point of contact during out of hours for service delivery issues, supporting the Lead Duty Manager.

Leadership & Management

  • 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
  • To provide strong real time leadership and people management to the Contact Centre Operations team
  • To implement the agreed Contact Centre Team objectives
  • To promote personal development within the West Yorkshire Urgent Care team
  • To ensure that own teams adhere to standards, policies and protocols and also uphold and promote this to the wider teams across West Yorkshire
  • To promote effective teamworking across clinical and non-clinical staff within the team and effective cross-functional working with other directorates

Service Delivery

  • To be the point of contact for operational issues within the Contact Centre and the wider service area in operational periods
  • Identify and evaluate new and innovative ways for service improvements and cost effectiveness making recommendations to the Lead Duty Manager
  • Ensure own teams work within the Care Quality Commission framework at all times and promote continuous improvement/development
  • Real time monitoring of productivity to ensure agreed productivity levels from the Contact Centre teams and the Clinical hub are achieved
  • Work in partnership with Support Service Departments to ensure appropriate levels of staffing are operating within an agreed framework which supports the recruitment and the retention of the workforce
  • Work in partnership with Support Service Departments to ensure Standard Operating Procedures are adhered to
  • Ensure Business Continuity plans are implemented when necessary
  • Work with external partners, commissioners, and other service providers to support urgent care transformation and integration of urgent care across all services
  • Work with the Lead Duty Manager to support change management principles whilst adapting to changing needs and new developments
  • Work within the scope of agreed Business Objectives as set out in the Operational Plan

Out of Hours

  • To deliver the operational management plan within the designated area(s)
  • To monitor demand and manage any peaks in demand in line with the OPEL Protocol
  • To ensure that a clear and accurate record of any issues that arise whilst on shift, together with any action taken are recorded on the daily handover document
  • To ensure that any changes to shift times worked or enhanced payments made are reflected accurately on the daily handover document
  • Real time allocation of resources to ensure effective patient flow
  • To ensure relevant performance data is monitored and used to support continuous improvement within service delivery
  • To ensure appropriate and comprehensive root cause analysis techniques are used in the review of performance and corrective action plans are developed and implemented where performance does not meet required standards
  • To be directly responsible for the day-to-day management of resources including premises and equipment in the provision of services
  • To manage staff effectively including staff attendance, training, performance and conducts and ensures issues are dealt with promptly and in accordance with policy and standards

About You:
PLEASE NOTE: This position requires you to agree to having an enhanced DBS completed – including child and adult barring.

Candidates Must Have:

  • Previous experience of managing a multi-disciplinary team is ESSENTIAL
  • Previous experience of working within a healthcare environment, in particular - urgent care services
  • Ability to manage shift-based teams across a 24/7 period
  • Experience of implementing change and leading others through change

Benefits of working for our client include:
The role is 36 hours per week working flexibly over 24/7, this will include working Bank Holidays and other seasonal and celebratory/religious periods. Shifts will be on a 2 week fixed rota basis. You will be flexible at times to meet the demands of the business which operates on a 24/7, 365 days per year basis.

There is free onsite parking and a friendly team environment.



THE Application

How to Apply

When you forward your details using the form below, 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.