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Carecall Team Leader

3 months ago

Colchester, United Kingdom Provide CIC Full time

The Carecall Team Leader will be an on duty call handling role with first line escalation of any call handler issues or service user problems. The Team Leader will work the same shift patterns as call handlers and carry out the responsibilities of the call handler role as well as additional admin tasks to support the service.

To carry out the responsibilities of a Control Room Operator, as well as;
- Collaborating across the service in developing staff rotas and making best use of available resources.
- Assist the Carecall Supervisor with KPI data collection about the services managed by Carecall 247 as required.
- Be a Systems Super User - available for advice and support to controllers and administrative staff.
- Answering queries, task-related problem solving and resolving issues for staff and customers.
- Data inputting into call handling system.
- Assist the Carecall Supervisor for the implementation and updating of standard processes/procedures and contributes to service development through making suggestions at team meetings etc.
- Assist in ensuring the induction process for new starters and others in the team.
- To contribute to achieving the KPI’s, service level agreements and implementing benchmarking/standards.
- Establishing effective relationships with external contacts and partnership agencies and ensuring Provide is represented as an outstanding organisation.
- Providing cover and working co-operatively with others
- Be part of the On Call Rota for any service escalations.
- To work on any other projects or other work in the department as requested by the team leader/manager.
- Any other tasks as required that are commensurate with the role.
- To deputise for the Carecall Supervisor when requested.

Provide is a Community Interest Company (social enterprise). We deliver a broad range of health and social care services in the community, and are committed to making sure that they are safe, responsive and of high quality. Provide is owned by its employees and has primarily social objectives. Any profits we make are reinvested into the local community or back into delivering services.

We work from a variety of community settings, such as community hospitals, community clinics, schools, nursing homes and primary care settings, as well as within people’s homes to provide more than 40 services to children, families and adults across Essex, Dorset, East Anglia and the North of England.

A highly respected, award winning health and social care provider. We expect our staff to demonstrate and uphold our values at all times:
**Vision**: Transforming Lives

**Values**: Care, Innovation and Compassion

**Mission**: An ambitious, employee owned social enterprise, growing in size and influence. We transform lives by treating, caring and educating people.

Provide is an equal opportunity employer committed to building a team that represents a variety of backgrounds, perspectives and skills, proud to have LGBT+ and Ethnic Minority Networks.

Eligible for GPP Pension

FACTOR

ESSENTIAL

DESIRABLE

EVIDENCE

QUALIFICATIONS

& EDUCATION

NVQ level 4 / BTEC or equivalent work related experience as detailed below

Evidence of commitment to CPD

Qualification in a service area specialism

Application

Certificates

WORK RELATED

KNOWLEDGE &
EXPERIENCE

Demonstrable success in supervising people

Experience in data collection and analysis

Proven track record of engagement with people in a customer focussed environment

Demonstrable experience of either administrative, data entry and use of IT skills in a practical setting

Demonstrable knowledge of a range of Carecall 247 services and how best to access them

An understanding and knowledge of the main health issues affecting the local population

Experience of working with individuals on a one to one basis in a health/social care setting

Knowledge of the impact of barriers to health improvement

Application

Assessment

Interview

SKILLS &
APTITUDES

People Management Skills

Demonstrable aptitude for rota creation and management

Well organised and ability to prioritise workload

Appropriate escalation of queries and concerns

Excellent communication skills both written and verbal

IT skills and data imputing

Able to manage own time and work unsupervised

Able to work under pressure and in target driven environment

An understanding of confidentiality

Excellent communications skills both written and verbal

Assessment and interview

CIRCUMSTANCES

Flexible approach to working patterns

The post holder may be required to travel to training events, meetings or to carry out duties of role.

In line with the organisations agile working strategy, there may be requirement to work in spaces other than the listed base including from home

Interview