Internal Mpft Applicants Only Call Handler Team

We are looking for a highly motivated, capable and proactive individual to develop and lead the Mental Health Call Handler (Access) services in Shropshire, Telford & Wrekin. The post holder will be responsible for the day to day operational management of our centralised call handling team which includes supporting staff development, HR issues, recruitment, absence management, service redesign and improvement etc. The post holder will be responsible for motivating the team and ensuring a high quality service is provided.

This is a busy, varied and challenging role. The post holder must have excellent communication and interpersonal skills, and a comprehensive knowledge and understanding of administrative procedures with the ability to analyse, prioritise workflow patterns and manage staff, as well as working flexibly in an environment where demands and priorities change quickly. The role requires confident considered decision making and personal resilience. Quality and customer service are a focus in this role. Excellent computer literacy skills are needed and an in-depth knowledge/experience of working in the NHS is an advantage. The post holder must have the ability to work calmly under pressure and have an open and collaborative approach to their work.

The post is 37.5 hours, Monday to Friday.
- The post holder will take lead responsibility for managing, developing, implementing, and organising all aspects of the Call Handler service that that supports for the 24/7 Urgent NHS Helpline across Shropshire, Telford and Wrekin.

Assist in and communicate the collection of sometimes complex data to support the evaluation of services both quantitative and qualitative.
- Providing and co-ordinating an effective, efficient and high quality administrative service that is responsive to the needs of the call handler services across Shropshire, Telford and Wrekin.
- Leadership, direction, training and support to all relevant staff, whilst developing effective working relationships, efficient practices and a motivated workforce.
- Day to day general administrative duties, rostering and dissemination of information across the call Handler team.

By joining Team MPFT, you will be helping your communities and in return for this, we will support you by;
- Supporting your career development and progression
- Excellent NHS Pension scheme
- Generous maternity, paternity and adoption leave
- Options for flexible working
- Up to 27 days annual leave (increasing with service up to 33 days) and the opportunity to purchase additional leave
- Extensive Health and Wellbeing support and resources
- If you work in our community teams, we pay for your time travelling between patients
- Lease car if you complete more than 500 business miles per annum, fully insured and maintained (including tyres), mileage paid at lease car rate
- Salary sacrifice car - fully insured and maintained (including tyres), your gross pay is reduced by the cost of the vehicle before tax, NI and pension deductions are calculated, milage paid at business rate s
- Salary sacrifice bikes up to £2k
- Free car parking at all trust sites
- Free flu vaccinations every year
- Citizens Advice support linked with a Hardship Fund for one off additional support up to £250 (if the criteria is met)

And more. We are proud to be a diverse and inclusive organisation and there is a choice of staff networks that help you meet like-minded people.

Main duties and responsibilities
1. To ensure the provision of the call handler functions to the highest possible standard for the 24/7 Urgent NHS Helpline in Shropshire, Telford and Wrekin.
2. To provide effective line management and professional leadership to all designated staff reporting directly to the Service Lead; providing supervision, appraisal and personal development plans, annual leave, sickness absence management, recording and monitoring via relevant trust systems (such as Healthroster, EOL), disciplinary, grievance and performance management and recruitment of administrative/business support staff in line with Trust Policies and Procedures.

**3. Empower administrators to**:
Support the service via the relevant sites in providing an efficient and effective high quality call handling service using appropriate software packages (including digital dictation/transcription), working to strict timescales, high standard of accuracy and following Trust communication standards and guidelines.
1. Ensure adequate cover arrangements are in place for call handler requirements over a 24/7 period, resolving conflicting rostering pressures and issues.
2. Identify and co-ordinate training needs of call handling staff.
1. Close contact with Contractors, Trust Estates, IT, Procurement and Support Services Departments to ensure ordering processes/new works are addressed effectively and efficiently.
1. High degree of autonomy to organise and plan a demanding workload and manage conflicting priorities in order to meet deadlines and require