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Team Leader

3 months ago


Gosforth, Newcastle upon Tyne, United Kingdom Everyturn Mental Health Full time

Provide Facilitation, and coordination of the MHFRS pathway and efficiently processing enquiries from patients, carers and external agencies in relation to process and general enquiries to support the service.

Support the Service Manager with reviews of administration systems and processes to ensure quality, adapt and implement changes and updates where needed to meet a variety of needs, coordinating with clinical and administrative staff to establish and streamline administrative processes across all pathways identified.

Support the Service Manager to embed expected patient care standards ensuring they are achieved and maintained in all aspects of administration work and communicationsto support the patient.

Provide a point of contact for patient complaints/incidents, reviewing and actively seeking to resolve, escalating to the Service Manager as required.


Support with the ongoing training and development needs within the 111 Mental Health Advisor Teams, with the ability to complete 121s, Appraisals, Probation Reviews and Absence Management meetings.

Undertake any reasonable duties/responsibilities to meet the needs of the organisation.

About you Demonstrable experience of managing teams and associated HR processes Demonstrable experience of meeting agreed performance targets Demonstrable experience of working in a multidisciplined department with responsibility for managing projects and day-to-day activities Demonstrable experience gained in an administrative or contact centre setting Significant experience gained in a customer service setting Demonstrable experience of complaints management Understanding of NHS 111 Understanding of Mental Health Crisis Services Awareness of care pathways Understanding of GDPR Developed communication skills, orally and in writing Developed relationship building skills Developed interpersonal skills Developed presentational skills Developed IT skills including Office 365 What we offer in return We are proud to have been recognised and certified as a Great Place to Work, which speaks volumes on how much we value our staff members.


In return for the hard work and dedication from our teams, we offer the following benefits: 30 days annual leave plus bank holidays (rising to 32 days at 5 years service) and the option to purchase or sell day Enhanced pension Wagestream-ability torelease earnings, giving youinstant access to your pay Vitality Wellbeing Programme including Employee Assistant Programme, GP and priority physiotherapy access and shopping discounts with the opportunity to sign up for a Blue Light Card Enhanced life assurance scheme, payment being three times your annual salary Plus, many more great benefits on offer Here at Everyturn Mental Health we champion equality, diversity and inclusion within the organisation by ensuring our opportunities are open to all and our approach is inclusive.