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National Operations Service, Call Centre Team Leader
3 months ago
Are you looking for a new challenge?
We are currently looking for motivated individuals to join the National Operations Service (NOS) as the National Operations Service, Call Centre Team Leader for the Multi-Cancer Blood Test (MCBT) Programme.
The NHS Long Term Plan has set out key ambitions for cancer diagnosis and care. This aims to ensure that an extra 55,000 people each year will survive their cancer for five years or more, and 75% of people with cancer will be diagnosed at an early stage. Increasing earlier-stage diagnosis rates, raises the likelihood of curative treatment and improves long-term survival. The plan aims to maximise the number of cancers identified through screening.
Should the NHS-Galleri Trial meet interim goals, to be assessed in spring 2024, the NHSE MCED Blood Test Screening Pilot will offer up to 1 million Galleri tests (which has been found to predict the tissue of origin of >50 types of cancer) to asymptomatic people from summer 2024 for two years. Participants who receive a ‘Cancer Signal Detected’ result will be referred to secondary care for diagnostic testing to confirm if cancer is present.
The National Operations Service will support the NHSE MCED Blood Test Screening Pilot through the provision of 3 main operational functions:
Demand Management Team
Call Centre Team
Clinical Team
The National Operations Service Call Centre Team Leader will be responsible for the supervision and day to day management of staff working in the Call Centre.
The National Operations Service Call Centre Team Leader will support the senior management team in the delivery of the strategic priorities of the NHSE Multi-Cancer Blood Test Pilot Screening Programme by:
The post holder will work as part of the NOS team to provide critical enabling support to the Interim Implementation Pilot.
Supervisory Management including the maintenance of personal files Health Roster and Time and Attendance.
Provide supervisory cover for other Team Leaders in their absence
Liaise closely with NOS staff in the clinical team and administration teams
To participate in the recruitment and selection of new staff
To ensure clerical staff adhere to all Trust Policies and Procedures
Act upon own initiative with regard to issues/problems/trends relating to the day to day running of the service, reporting to Manager as appropriate.
To undertake the lead role in organising staff availability for the NOS, taking the initiative to problem solve alerting the Senior Supervisor to any difficulties in staffing levels.
Based in the North East of England we provide a range of hospital and community health services from our leading facilities, including the Queen Elizabeth Hospital, Blaydon urgent care centre and Bensham Hospital, all within Gateshead.
Established in 2005, we were one of the first foundation trusts in the country and since then have consistently achieved the highest levels of care for patients.
We now employ around 4,800 staff and currently provide 444 hospital beds across the Gateshead region.
Our values should be the ‘golden thread’ which runs through everything we do - they are the core of who we are. Our five values can easily be remembered by the simple acronym ICORE; Innovation, Care, Openness, Respect, Engagement.
We have a number of staff networks including the Global Ethnic Majority (GEM) network, D-Ability network, LGBTQ+ Network and the Women’s Network, to challenge us and help us to constantly improve. Our Armed Forces network is one of our emerging networks.
**The National Operations Service Call Centre Team Leader will**:
Deal with anxious participants with tact, patience, and discretion e.g., appointment queries or resolving potential complaints.
Demonstrate a sensitive and professional approach to all staff, participants, and other groups.
Undertake tasks such as induction, training, appraisals, investigating complaints, incidents, and accidents.
Recognise where communication difficulties arise and overcome barriers to understanding.
Communicate and work alongside all staff internal and external to the organisation including clinical directors, SLM and Trust staff for all matters relating to the NOS.
Maintain effective communication and ensure accurate and timely information is exchanged between Trust colleagues, Participants, and other service users as applicable.
