ER Case Manager

4 weeks ago


Bedford, Bedford, United Kingdom East of England Ambulance Service Full time

Job Overview

We are seeking a highly skilled and experienced individual to join our team as a Commercial Contact Centre Supervisor. This role is responsible for leading a team of Commercial Call Handlers, ensuring that all operational calls are answered promptly, and that commercial customer processes are followed in line with contractual service level agreements.

Main Duties

The successful candidate will be responsible for:

  • Providing direction, supervision, feedback, and support to the Commercial Call Handlers
  • Ensuring that all operational calls are answered promptly and that commercial customer processes are followed
  • Liaising with the Commercial Contact Centre Manager to ensure the smooth running of the Contact Centre
  • Being accountable for the service levels, staffing levels, and general running of the shift while on duty
  • Documenting accurately and in a timely manner all events that occur on shift

Person Specification

The ideal candidate will have:

  • Experience of managing a team
  • Demonstrated previous training and development of staff
  • Excellent communication skills, both written and oral
  • Ability to multitask

Working for Our Organisation

CallEEAST is a commercial entity within the NHS, focusing on excellent customer service, building strong relationships with clients, supporting patients, and health inequalities, all while generating revenue to support the East of England Ambulance Service.

Guaranteed Interview Scheme

We are committed to representing and valuing the diversity of our local communities through our workforce and service provision. We positively encourage applications from individuals with disabilities and from underrepresented groups.


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