Role: 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
