Service Manager Improvement, Performance and Development

Local Care Direct
Published
27/06/2024
Location
Contact Centre, Unit 2, Longbow Close, Bradley, Huddersfield, HD2 1GQ
Category
Job Type
Job Reference
B0250-24-0024
Department
Corporate
Job Location
Huddersfield
Salary
£33,774 per Annum
Working pattern
37.5 hrs per week working flexibly across a 24 / 7 service (this will include some evenings and weekends)
APPLY HERE
https://www.jobs.nhs.uk/candidate/jobadvert/B0250-24-0024

Description

Service Manager Improvement, Performance and Development

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 and urgent health care services across West Yorkshire.

We have an exciting new full time position available for a Service Manager Improvement, Performance and Development to join our team working 37.5 hours per week from our Bradley Contact Centre.

The Service Manager Improvement, Performance and Development will drive continuous improvement within the Contact Centre, deploying performance management tools, data and technology to improve productivity, patient service and care to the highest standards.

They will work collaboratively with both non-clinical & clinical managers across LCD and our partners within the healthcare system, ensuring that our services are improved, planned and designed using patient and data insight. Along with identifying, designing & developing training and support packages to ensure our services are delivered in a consistent manner and are of the highest of standards.

Working Hours: 37.5 hours per week working flexibly across a 24 / 7 service (this will include some evenings and weekends)

Salary: £33,774 per Annum

Base Location: Local Care Direct, Contact Centre, Unit 2, Longbow Close, Bradley, Huddersfield, HD2 1GQ

If you apply and are successful at shortlisting the prospective Interview Dates for this position are 14th & 15th August 2024.

Main duties of the job

The Service Manager Improvement, Performance & Development will support service delivery, understanding & interrogating LCD Management Information to ensure that the hub services are delivering at optimum performance & productivity. Providing regular performance updates & reports to the Director of Operations.

They will monitor & support the Head of Contact Centre Operations to deliver hub services that are highly productive.

They will support the Director of Operations & Head of Contact Centre Operations to operationalise new services in a timely & safe manner.

They will ensure that all hub services have up to date non-clinical Standard Operating Procedures (SOPs) that are signed off by Clinical Governance.

They will provide strong leadership & management to the Contact Centre Operations team.

They will effectively manage staff including staff attendance, training, performance & conduct and ensures issues are dealt with promptly and in accordance with LCD policy and standards. Along with promoting effective teamworking across clinical and non-clinical staff within the team & effective cross-functional working with other directorates.

They will deliver new starter & NHS Pathways training sessions along with any ad hoc training & briefing sessions where needs are identified.

They will manage, develop & deliver an up-to-date training plan for all non-clinical staff working across hub services ensuring that records are kept up to date.

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: LB3702

Job description

Job Title: Service Manager Improvement, Performance and Development

Team: Contact Centre

Base Location: Bradley, Unit 2

Line Manager: Head of Contact Centre Operations

Hours of Work: 37.5 hrs per week, hours to be worked flexibly across 24/7

Staff Group: Corporate Contact Centre

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 Hepatitis B immunisation.
  • Flu jab recommended and will be offered.

Job Purpose:

To drive continuous improvement, deploy performance management tools, data and technology to improve productivity, patient service and care to the highest standards.

Working collaboratively with both nonclinical and clinical managers across LCD and our partners within the healthcare system, you will ensure that our services are improved, planned and designed using patient and data insight.

Identify, design and develop training and support packages to ensure our services are delivered in a consistent manner and are of a high standard.

Service Delivery

  1. Understand and interrogate LCD Management Information to ensure that the hub services are delivering at optimum performance and productivity.
  2. Monitor and support the Head of Contact Centre Operations to deliver hub services that are highly productive.
  3. Ensure that all hub services have up to date non-clinical Standard Operating Procedures (SOPs) that are signed off by Clinical Governance.
  4. Support the Director of Operations and Head of Contact Centre to operationalise new services in a timely and safe manner.
  5. Provide regular performance reporting to the Director of Operations.

Leadership & Management

  1. To provide strong leadership and management to the Contact Centre Operations team.
  2. To promote personal development within the Contact Centre Operations.
  3. To set clear objectives for members of team via regular 1-1 meetings and annual PDR process
  4. To manage staff effectively including staff attendance, training, performance and conduct and ensures issues are dealt with promptly and in accordance with LCD policy and standards.
  5. To promote effective teamworking across clinical and non-clinical staff within the team and effective cross-functional working with other directorates

Development & Training

  1. To deliver NHS Pathways training sessions.
  2. To deliver ad hoc training and briefing sessions where needs identified.
  3. To manage and develop and deliver an up-to-date training plan for all non-clinical staff working across hub services ensuring that records are kept up to date.
  4. To work with managers to ensure all new staff have a training plan in place at the start of their employment.

Communications & Relationships

  1. Support staff in their understanding of LCD business plans, objectives, priorities and any service changes.
  2. Provide clear and timely communication and support when new services are introduced into the hub. Holding responsibility for ensuring all non-clinician staff understand the Standard Operating Procedure(s).
  3. To attend internal and external meetings representing LCD and engaging in discussions appropriate to the role and level of the post.
  4. To ensure agreed lines of communication and reporting are implemented within the team to support all employees understanding LCD business plans, objectives, priorities and changes.
  5. To promote effective cross-functional working and that the operational team supports the achievement of objectives, standards and protocols of other LCD areas.

Professional Standards & Organisational

  1. To uphold and promote LCD values and ensure these are translated into working practices and service design.
  2. To maintain the highest standards of conduct.
  3. To ensure that the quality of patient care and experience is firmly at the centre of activities.
  4. Ensure LCD policy and procedure is always adhered to.
  5. Contribute to the development of the organisation and ensuring it always remains fit for purpose
  6. 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 LCD.

Health, safety and security

  • To be responsible and 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 LCD Policy and Protocols.

FINANCIAL RESOURCES

  • To ensure financial policies and procedures are maintained and the budget is adhered to and that best value for money is achieved.
  • Ensure all financial regulations are adhered to and budgets managed in line with policy and protocols.

CONFIDENTIALITY

  • To operate and ensure the team operates within information governance protocols and that business confidentiality is maintained at all times.

TRAINING

  • To seek feedback on their leadership and engage with LCD leadership development.
  • To complete the defined company induction programme and core training for this role and mandatory refresher training thereafter and ensure that accurate records of training are maintained.

INFECTION PREVENTION AND CONTROL

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

SAFEGUARDING

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

PATIENT CARE

  • To ensure that the quality of patient care is firmly at the centre of the organisations objectives and vision.
  • To 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 Local Care Direct.

MANAGING SELF

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

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.

Person Specification

Knowledge

Essential

  • Contact Centre Operations.
  • Performance management.

Desirable

  • Clinical services operations.
  • Urgent Care Services.

Experience

Essential

  • Project or programme management.
  • Staff management.
  • Delivering training both individually and in group settings.
  • Interpreting data and insight into action.
  • Implementing change and leading others through change.
  • Implementing policies, procedures and working practices.

Desirable

  • Working in a contact centre or call centre environment.
  • Quality assurance processes.

Skills

Essential

  • Report writing.
  • Effective organisational skills.
  • Effective communication skills verbal and written.
  • Analysing, interpreting and presenting data.
  • Good interpersonal skills and able to develop effective working relationships & professional creditability with colleagues at all levels.
  • Conflict resolution skills.

Desirable

  • Working knowledge of IT systems including SystmOne, Adastra, My Office and the Microsoft Office suite.

Qualifications

Essential

  • Level 2 English & Maths (GCSE Grade C or equivalent).

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