Support Centre Duty Manager

3 weeks ago

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

Job overview

A vacancy has arisen for a Duty Manager within the NWAS Support Centre. As a Support Centre Duty Manager, you will be responsible for the efficient management of the NWAS Support Centre whilst on shift. You will oversee all duties within the Support Centre, ensuring appropriate support is provided to EOCs and Service Delivery.

You will be directly responsible to the Support Centre Manager, or their nominated deputy, and will assist with the effective leadership of the Support Centre team and it’s evolving duties.

We have 2 positions available at 22.5 hrs per week each. 

Main duties of the job

To meet the needs of this challenging role, you will have experience as a manager/supervisor, with excellent leadership and motivational skills, gained in a call centre environment. You will require an in-depth knowledge of the Support Centre, its practices and procedures, as well as the Support Centres’ IT systems. In addition to this you will have excellent organisational skills, be a strong team player, plus be innovative and inclusive. Applicants need to demonstrate a commitment to the vision and values of the service, along with a willingness to engage in developmental training.

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

Qualifications / Attainments

Essential criteria

Educated to GCSE standard or above, or equivalent vocational qualification (Certificates will need to be presented at Interview)Demonstrate experience, or achieve formal training for the management of NWAS systems *NVQ Level 3 Call Handling *

Desirable criteria

NVQ Level 4 Managerial qualification

Skills and Abilities

Essential criteria

Excellent keyboard and computer skills – minimum speed of 30 words per minute – applicants will be testedProfessional telephone manner – demonstrated in application, interview and referenceExcellent listening skills – applicants will be testedBasic literacy skills – applicants will be tested

Desirable criteria

Counselling Skills

Knowledge/ Experience

Essential criteria

Experience of using computers – demonstrated in application & testedDemonstrable supervisory experience gained in a call centre environment

Personal

Essential criteria

Ability to work effectively in a pressurised environment – demonstrated in application, interview and referenceAbility to follow protocols – demonstrated in application, interview and referenceExcellent communication skills – demonstrated in application, interview and referenceMaintain confidentiality – demonstrated in application, interview and referenceAbility to understand people and make appropriate judgementsBe able to work on own initiative for protracted periods

General

Essential criteria

Flexible approach to work due to the unsocial hours that the post requires – demonstrated at interviewAbility to undertake responsibility for own personal development

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