EOC Call Handling Team Leader

4 weeks ago

Preston, United Kingdom North West Ambulance Service NHS Trust Full time

Job overview

Internal Candidates Only

Broughton, Preston Site

We are looking to recruit a Team Leader on a Secondment basis.

This role, reporting directly to the EOC Call Handling Manger will work a 24/7 rota, will have or oversee first line management responsibility of a multidisciplinary EOC team including Supervisors.

In conjunction with Team Leaders at the other EOCs apply specific and consistent focus on all aspects of call handling performance including demand and skill set management, maximising Supervisor and EMA availability, reducing down/offline time, as well as ensuring Supervisor and EMA KPIs are being monitored and managed supporting performance management processes where required.

Main duties of the job

Team Leaders will also be responsible for ensuring absence and conduct issues are managed or escalated and will also have responsibility for the auditing of the non-clinical hunt advice calls once the process has been developed and rolled out.

Team Leaders will also ensure all types of audits are fed back in a timely manner and ensuring all Supervisor/EMA Mandatory Training, PADRs and NHS Pathways version updates are profiled and completed within the required timescales/deadlines. This list of duties is non exhaustive.

Working for our organisation

North West Ambulance Service NHS Trust provides 24 hour, 365 days a year accident and emergency services to those in need of emergency medical treatment and transport.

Our highly skilled staff provide life-saving care to patients in the community and take people to hospital or a place of care if needed.
We also provide non-emergency patient transport services for those patients who require non-emergency transport to and from hospital and who are unable to travel unaided because of their medical condition or clinical need.

Alongside the other emergency services, we also work to ensure the safety of the public and treatment of patients in the event of a major incident.

We also deliver the NHS 111 service in the North West. NHS 111 replaced NHS Direct in 2013. This service was introduced to make it easier for people to access local NHS healthcare services in England. It provides non-emergency medical help fast, and is available 24 hours a day, 365 days a year.

Person specification

Education/Knowledge

Essential criteria

Degree Level education or equivalent qualification or equivalent relevant experienceEvidence of relevant professional or personal development

Desirable criteria

Management qualification or equivalent experience.

Values & Behaviours

Essential criteria

Commitment to providing service that meets the changing needs of external and/or internal customersAbility to work effectively in a team, providing support and leadership as appropriate, to achieve shared goalsFocus on constructive evaluation and challenge of own and team performanceProactive in identifying opportunities for improvement and innovation

Knowledge & Experience

Essential criteria

Experience of inbound/outbound call taking in a contact centre environmentExperience in a EOC/111 management/supervisory capacity for at least 12 months.Evidence of coaching and mentoringExcellent communication, listening and interpersonal skills

Personal Behaviours & Knowledge

Essential criteria

Ability to work and lead in a team environmentUnderstanding of the Trust’s Business Objectives and commitment to performance improvement

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