Hub Services Supervisor

3 weeks ago

Huddersfield, United Kingdom Local Care Direct Full time

**Description**:
**Hub Services Supervisor**:
**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 position available for Hub Service Supervisors working at our Bradley Contact Centre either full-time or part-time supporting Hub services in order to meet relevant contractual and performance standards at all times.**

**Salary**: £11.03 per hour weekdays, £11.95 per hour weekends

**Location**: Local Care Direct, Unit 2, Longbow Close, Bradley, Huddersfield, HD2 1GQ

**Shifts Available**:

- Monday 09:00-17:00
- Tuesday 09:00-17:00
- Wednesday 09:00-17:00
- Thursday 09:00-17:00
- Friday 09:00-17:00
- Saturday 09:00-17:00
- Sunday 09:00-17:00

**Main duties of the job**:

- Providing real time supervisory support to Hub services, in order to meet relevant contractual and performance standards - within both organisational and financial frameworks - at all times.
- Undertaking duties as necessary and ensure that all necessary activities have been completed by the end of the Supervisor shift.
- Ensuring that all diaries are “maximized” and that appointments are filled, via real time management.
- Ensuring that rota sessions are defined and staffed accordingly, as required.

**About us**:**Benefits of working for Local Care Direct**:

- Comprehensive Staff Training programme
- Training and development available
- Modern working environment with a positive atmosphere
- **NHS Pensions**:

- **NHS Discounts (Blue light card)**:

- Various hours available in a 24/7 environment
- Health & Wellbeing group to support staff
- Supportive and Friendly teams
- Annual Awards focused on raising money to support a local charity

**Local Care Direct’s core values**:

- We are open and honest
- We are professional
- We respect each other
- We inform, involve and listen
- We do what we say we will do
- We support each other

**We care about people -** Our core mission is to care about people, not only our patients but also the people we work with.

**We do what we say we will do and we do it well -** Local Care Direct is a Social Enterprise organisation providing a wide range of healthcare services in Yorkshire. We are a community owned organisation, independent from the NHS and committed to putting patients first.
- Internal reference number: LB3198_

**Job description**:**Job Title**: Hub Services Supervisor

**Team**: Contact Centre Hub

**Hours of Work**: Monday to Sunday 09:00-17:00 available

**Base location**: Unit 2, Bradley

**Line Manager**: Contact Centre Operations Team Manager

**Job Purpose**:

- To provide real time supervisory support to Hub services, in order to meet relevant contractual and performance standards - within both organisational and financial frameworks - at all times. To undertake duties as necessary and ensure that all necessary activities have been completed by the end of the Supervisor shift.
- To ensure that all diaries are “maximized” and that appointments are filled, via real time management
- To ensure that rota sessions are defined and staffed accordingly, as required.
- To ensure that all services comply with the Care Quality Commission framework and Local Care Direct quality standards at all times, in order to promote continuous improvement and development.
- To take appropriate and immediate action where work performance falls below the defined standard, ensuring that relevant Key Performance Indicators are met wherever possible.
- To work closely with Duty Managers & Operations Team Manager to deliver a seamless service to patients - acting as the main first line contact point relevant services.
- To monitor referral inboxes and ensure that all referrals and queries are dealt with promptly and appropriately, within relevant target timescales.
- To provide real time support to the Duty Managers
- To monitor the workloads of the clinical and non clinical teams to ensure target timescales are met and to escalate to Duty Managers when target timescales are at risk of being breached.
- Establish and maintain up-to-date and accurate information regarding access to NHS treatment in Yorkshire and Humber. To ensure that such information is made available to patients as appropriate.
- To be responsible for maintaining all service procedures and ensuring that these are correct and up-to-date. To ensure that hub staff maintain “good housekeeping”.
- Training of Contact centre Agents, to include ‘on the job’ training e.g. SystmOne, Horizon,
- Regular auditing of Contact Centre Agents and telephone calls, against agreed indicators and real time as necessary
- To assist the Operations Team Manager & Duty Managers as required.

**General**
- To contribute to the development of Local Care Direct and to support managers in the implementation of new or changed services which impact on LCD.
- To help

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