Head of Contact Centre Operations

Local Care Direct
Published
27/06/2024
Location
Unit 2, Longbow Close, Bradley, HD2 1GQ & Lexicon House, Wilmington Grove, Leeds, LS7 2BQ
Category
Job Type
Job Reference
B0250-24-0025
Department
Corporate
Job Location
Huddersfield
Salary
£54,034.56 per annum
Working pattern
37.5 hrs per week worked flexibly across 7 days (some evenings & weekends) + on call rota 1 week in 5
APPLY HERE
https://www.jobs.nhs.uk/candidate/jobadvert/B0250-24-0031

Description

Head of Contact Centre Operations

The closing date is 26 July 2024

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 & urgent health care services across West Yorkshire.

We have a full time position available for a Head of Contact Centre Operations working 37.5 hours per week across our Contact Centres based in Bradley & Leeds.

The Head of Contact Centre Operations is a senior management position reporting directly to the Director of Operation, and where agreed the post-holder will be required to act on behalf of the Director of Operations. They will be responsible for leading operational teams in a customer focused environment.

The Head of Contact Centre Operations will be responsible for the leadership, management & development of our two contact centres & the services which are delivered from them. Keeping Patient Care & Safety at the heart of the operations which are managed effectively & efficiently in line with up-to-date best practice.

Working Hours: 37.5 hours per week worked flexibly across 7 days including some evenings & weekends plus on call rota 1 week in 5

Salary: £54,034.56 per annum

Base Locations: Unit 2, Longbow Close, Bradley, HD2 1GQ AND Lexicon House, Wilmington Grove, Leeds, LS7 2BQ

If you are successful at the shortlisting stage the prospective interview dates for this position are 14th & 15th August 2024.

For further information please contact our Director of Operations Carol Gilchrist via email at carol.gilchrist@lcdwestyorks.nhs.uk

Main duties of the job

The Head of Contact Centre Operations will lead the development of the Contact Centre Operations ensuring the effective implement of the LCD Operations Plan in order to meet the relevant contractual & performance standards within organisational & financial frameworks.

They will work as part of the wider Operations Senior Management team to support the delivery of end-to-end care pathways. Identifying & evaluating service improvements, including cost effectiveness & anticipated improvements to service delivery performance & risk.

They will ensure plans are developed, implemented & tested to maintain business continuity for the contact centre operations at all sites. Making sure contact centre teams always work within the Care Quality Commission framework.

They will effectively line manage a team of multi-disciplinary service managers ensuring that their service KPI are being achieved. Supporting them to ensure appropriate levels of staffing & equipment are maintained, within budgetary constraints.

They will lead the contact centre management (CCM) team, promoting team working across the operations team. Liaising with the Head of Area Operations, Rota Manager & other service managers to ensure service plans are comprehensive, accurate & timely. Supporting the CCM team to ensure that all contact centre staff are managed effectively including staff attendance, training, performance & conduct, and to ensure issues are dealt with promptly and in accordance with LCD policy & standards.

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
  • Management Support available 24/7
  • Health & Wellbeing group to support staff
  • Supportive and Friendly teams
  • Annual Awards recognising our colleagues amazing contributions

Internal Reference Number: LB3701

Job description

Job Title: Head of Contact Centre Operations

Team: Operations

Base Location: Contact Centres

Line Manager: Director of Operations

Hours of Work: 37.5 hours per week

DBS Check Level Required: Basic Check

Vaccination Requirement Statement:

  • Covid19 double vaccination not required but recommended.
  • This job has been rated as Low Risk for requiring Hep B immunisation.
  • Flu jab recommended & will be offered.

Job Purpose:

This is senior management position reporting directly to the Director of Operations and, where agreed, the post-holder will be required to act on behalf of the Director of Operations. You must have demonstrable experience of leading operational teams in a customer focused environment.

Key Principles:

As part of the senior leadership team in Local Care Direct (LCD) Operations, the Head of Contact Centre Operations will be responsible for the leadership, management, & development of our two contact centres.

Patient Care & Safety should remain at the heart of the operations which are managed effectively and efficiently in line with up-to-date best practice.

The services within the remit include but are not exclusive to:

  • West Yorkshire Urgent Care Services (WYUC)
  • Covid Medicine Delivery Unit (CMDU)
  • Dental Clinical Advice and Booking Service - Yorkshire and Humber (DCABS)
  • Extended Access Services (EA)
  • Clinical Assessment Services
  • Urgent Community Response (UCR)

Hold a SILVER / TACTICAL health commander role within the EPRR functions for LCD. Ensuring that business continuity plans are enacted appropriately, consistently & provide assurance of business resilience across all LCD services.

Accountabilities

  1. Lead the development of the Contact Centre Operations and ensure the effective implement of the LCD Operations Plan.
  2. To always meet relevant contractual & performance standards within organisational & financial frameworks.
  3. Identify & evaluate service improvements, including cost effectiveness & anticipated improvements to service delivery performance & risk.
  4. Ensure call Contact Centre teams always work within the Care Quality Commission framework.
  5. Work as part of the wider Operations Senior Management team to support the delivery of end-to-end care pathways.
  6. Effectively line manage a team of multi-disciplinary service managers ensuring that their service KPI ae being achieved.
  7. Support the contact centre management team to ensure appropriate levels of staffing & equipment are maintained, within budgetary constraints.
  8. Ensure plans are developed, implemented & tested to maintain business continuity for the Contact Centre Operations at all sites where contact centre activities are carried out.
  9. Ensure reports on Contact Centre performance are provided as agreed.
  10. Prepare plans and business cases as required.

Key Responsibilities

  1. Champion LCD values & promote an inclusive leadership approach with your team, the organisation and with partners & stakeholders.
  2. Maintain the highest standards of conduct acting as a role model for the organisation & meeting all statutory responsibilities as a member of the senior operations team.
  3. Ensure that the quality of patient care, safety & experience is firmly at the centre of activities.
  4. Ensure LCD policy & procedure is always adhered to.
  5. Facilitate continuous development for all team members.

Operational

  1. Deliver the operational management plan with the designated area.
  2. Ensuring maintenance of & participate in a management roster to provide effective on-call support to LCD operations 24 / 7 / 365.
  3. Work across the health care system with partners & other stakeholders.
  4. Ensure relevant performance data is monitored & used to support continuous improvement & reduction of risk.
  5. Ensure appropriate & comprehensive root cause analysis techniques are used in the review of performance & corrective action plans are developed & implemented where performance does not meet required standards.
  6. Lead the contact centre management team to ensure that a regime of reporting of Significant Events is maintained; and that Patient Safety Incidents are reported in accordance with LCD protocols, and to support the Quality team in their investigations.
  7. Lead the contact centre management team & promote team working across the operations team, to liaise with the Head of Area Operations, Rota Manager & other service managers to ensure service plans are comprehensive, accurate & timely.
  8. Support the contact centre management team to ensure that all contact centre staff are managed effectively including staff attendance, training, performance & conduct, to ensure issues are dealt with promptly and in accordance with LCD policy & standards.
  9. To ensure preparation of Business Continuity Plans & Risk Management mitigations are in place and regularly reviewed.

Team

  1. To set clear objectives for your team which support the delivery of LCDs Operating Plans & monitor these within LCDs agreed performance management framework.
  2. Review the performance of your team in line with the organisational & performance objectives & standards, identify team & individual development needs and agree team and personal development plans & activities.
  3. To ensure that own teams adhere to LCD standards, policies & protocols.
  4. To promote effective team-working across clinical & non-clinical staff within the team & effective cross-functional working with other directorates.

Communications & Relationships

  • To be responsible for creating a positive culture where openness, fairness & transparency are embedded.
  • Consult & listen to comments from Employee representatives, staff, & other stakeholders in order to develop ways that the service could be improved.
  • Ensure agreed lines of communication & reporting are implemented within the team to support all employees understanding LCD business plans, objectives, priorities & changes.
  • Promote effective cross-functional working and that the operational team supports the achievement of objectives, standards & protocols of other LCD areas.
  • Attend internal & external meetings representing LCD and engaging in discussions appropriate to the role and level of the post.

Organisational

  • Uphold & promote LCD values & ensure these are translated into working practices & service design.
  • Contribute to the development of the organisation & ensuring it always remains fit for purpose.

Patient Care

  • Ensure that the quality of patient care is firmly at the centre of the organisations objectives and vision.
  • Using the NHS Just Culture principles ensure that safety events are managed fairly & openly.
  • Ensure the management & monitoring of the highest standards of safety & quality in the delivery of healthcare & related services & manage risk within LCD.

Financial Resources

  • Ensure financial policies & procedures are maintained & the budget is adhered to and that best value for money is achieved.

Confidentiality

  • Operate & ensure the team operates within information governance protocols & that business confidentiality is maintained at all times.

Health, Safety, and Security

  • Monitor Health & Safety in the workplace & implement corrective action plans where issues are identified.
  • Attend meetings of the LCD Health and Safety Committee & play an active role in disseminating information & delivering on the KPIs.
  • As a tactical health commander ensure that your EPRR minimal occupational standards portfolio is developed in line with NHSE expectations.
  • Ensure drugs & medicines are managed in accordance with LCD Policy and Protocols.

Training

  • Complete the defined company induction programme & core training for this role and mandatory refresher training thereafter ensuring that accurate records of training are maintained.
  • Ensure all staff have received the defined company induction programme & core training for their role and mandatory refresher training thereafter ensuring accurate records of training are maintained.
  • Ensure all staff receive an annual PDR incorporating the development of a personal development plan.
  • To ensure all staff receive appropriate training to achieve operational excellence.
  • To seek feedback on their leadership

Infection Prevention & Control

  • Healthcare workers have a duty of care to patients & are expected to comply fully with the companies Infection Prevention & Control (IP&C) policies and attend/complete IP&C training, for personal & patient safety & for prevention of healthcare-associated infection (HCAI). Knowledge, skills & behaviour in the workplace should reflect this.

Safeguarding

  • Individuals have a duty of care to children & vulnerable adults that they come into contact with whilst at work to safeguard & promote their welfare & to work to prevent, recognise, respond, appropriately refer & record potential neglect or abuse, adhering to the companys Safeguarding Children & Safeguarding Vulnerable Adults policies & procedures.

MANAGING SELF

  • Ensure that relevant professional practice is evidence based & current.
  • Ensure that continual professional development is maintained & facilitates the ability to provide care to a high standard in a way that is both safe & cost effective.
  • Ensure that mandatory training is up to date & participate in training as appropriate.
  • Effectively utilise time management, organisational, co-ordination and management skills.
  • Identify own professional development needs through the Personal Development Review process.

Additional

The post holder will be required to promote and adhere to all Company policies & as a manager will have specific responsibilities relating to:

  • Standing Financial Instructions
  • Equality & Diversity
  • Health & Safety
  • Infection Prevention & Control
  • Risk Management
  • EPRR

The post holder will be expected to act in accordance with the Code of Conduct & other terms of their Contract of Employment at all times.

The main duties and responsibilities shown here are not exhaustive and the postholder will be expected to carry out any reasonable activities according to the needs of the business as directed by the line manager.

It is likely that duties may be altered from time to time in the light of changing circumstances, in discussion with the post holder.

Person Specification

Skills

Essential

  • Excellent communications written and oral
  • Strong analytical skills, a data driven approach to decision making.
  • Interpreting, and presenting complex data.
  • Able to make critical decisions quickly and rationally.
  • Good interpersonal skills and able to develop effective working relationships & professional creditability with colleagues at all levels.
  • Effective engagement and influencing skills.
  • Strong IT skills in using Microsoft Office and an ability to use bespoke systems.

Desirable

  • Use of root cause analysis techniques.
  • Project Management.
  • A flexible approach to work / willingness to carry out tasks outside of areas of responsibility.

Experience

Essential

  • Experience of delivering excellent customer service preferably in a contact centre or healthcare environment.
  • Managing shift-based teams across 24/7 period.
  • Implementing new services including the development of non-clinical Standard Operating Procedures (SOPs).
  • Effective operational leadership and management with the ability to inspire and coach teams.
  • Meeting contractual service KPIs and standards.
  • Implementing change and leading others through change.
  • Implementing policies, procedures and working practices.
  • Meeting Health and Safety requirements.
  • Dealing with difficult behaviour and associated HR processes to manage those behaviours.

Desirable

  • Working in a 24/7 environment.
  • Experience of working in the Healthcare Sector.
  • Experience in the use of SystmOne and RotaMaster.

Knowledge

Essential

  • Urgent Care Services.
  • Contact centre operations.
  • Business continuity.

Desirable

  • Relevant IT systems used in urgent care.
  • Emergency Planning Resilience & Response.

Qualifications

Essential

  • Leadership and Management qualification or equivalent relevant experience.

Desirable

  • General Management Qualification.
  • Customer Service Qualification.

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