See more Collapse

ER Case Manager

1 month ago

Bedford, United Kingdom East of England Ambulance Service Full time

Great healthcare requires great people. That’s why we are doing everything we can to recruit committed, skilled people – and to make sure we support our new and existing employees, so they choose to stay with us.

#WeAreEEAST

We encourage you to ensure that your application relates to the Person Specification (provided as part of the Job Description or as a separate attachment).
Please visit our recruitment support page for advice on completing your application.

Job overview

CallEEAST are after a dynamic, fun, hardworking individual to join our team within the Contact Centre in Norwich, as a CALLEEAST Supervisor managing a team of Call Handlers.

Supervisors are the centre of everything we do - they run the shifts, manage teams and oversee the day to day running of the call centre - they are an integral part of our operation. 

Amongst other things, we are looking for someone who demonstrates:
- An understanding of Patient Transport
- Previous experience of Managing a Team
- A track Record of training and mentoring Staff
- Good at maintaining Morale during tricky periods
- Excellent Communication Skills (both written and oral)

Main duties of the job

We are looking for an individual with good process management skills, an understanding of the pressures of a contact centre (especially within the NHS) as well as excellent communication skills as you will be dealing with members of the public, healthcare professionals and contract holders as well as a vast number of internal and external departments. The successful candidate will also demonstrate they have an understanding of managing a team and the associated issues that can occur as well as the varying personalities. 

The contact centre runs 24/7, 365 days a year and it is a requirement of the job that Supervisors will be available to work weekends and bank holidays, including Christmas Day and Easter, in accordance with allocated rostered duties.

Be under no illusion - this is a very challenging role at times with high demand on the services we provide, as well as numerous other issues to resolve on a daily basis, but the successful applicant will demonstrate an ability to thrive under such pressures and help move the contact centre forward under the guidance of the CallEEAST Leadereship Team. We're looking for the person with the right attitude and personality to come on board and move us forward. 

Working for our organisation

CallEEAST is a fairly unique contact centre in that it is a commercial entity within the NHS. It's focus is on excellent customer service, building strong relationships with our clients, supporting patients and health inequalities, all while generating revenue to support the East of England Ambulance Service. This role may also involve occasional visits to Stakeholders and Expos to promote CallEEAST services as well as to understand latest contact centre trends.

Detailed job description and main responsibilities

The role of the Commercial Contact Centre Supervisor is to lead through example. To provide direction, supervision, feedback and support to the Commercial Call Handlers, ensuring that all operational calls that come into the Commercial Contact Centre are answered promptly; that the triage software is applied in order to facilitate the right outcome for the patient/client; that information is entered into the various software packages accurately and efficiently; that commercial customer processes are followed in line with contractual service level agreements. To be accountable for the shift and what occurs on the shift. To document accurately and in a timely manner all events that occur on shift. To be accountable for the service levels, staffing levels and general running of the shift whilst on duty. To liaise, and work with, the Commercial Contact Centre Manager to ensure the smooth running of the Contact Centre. To be knowledgeable in all clients that are contracted within the Commercial Contact Centre and to fully engage with all clients contracted within the Commercial Contact Centre. To ensure that client/patient satisfaction is 
priority.

The role will require an understanding of commercial customers and PTS screening process and systems, and will contribute to the development of outbound contact centre activities in line with business needs, although training will be given. 

Person specification

Experience

Essential criteria

Experience of Managing a Team Demonstrates previous training and development of Staff

Desirable criteria

Experience Managing Processes

Personal Skills

Essential criteria

Outstanding Communication Skills both written and oral Ability to Multi-task

Desirable criteria

Previous experience with Conflict Resolution

References and Employment History: All references from current and previous employers, will be sought via their Human Resources Department and must cover a minimum of 3 years employment. Therefore, when completing the reference section of your application form, please give the address, telephone number and email address of the Human Resources Department and indicate your current/previous line manager and their departmental details.

All appointments will be subject to currently having a clean disciplinary record.

Please be advised that a No Smoking Policy is in operation throughout the Trust.

Guaranteed Interview Scheme - Under the Trust's commitment 'Positive about Disabled People', if you consider yourself as having a disability and you meet the minimum selection criteria for any post, you will get an automatic interview. By minimum selection criteria we mean that you must provide us with evidence in your application form which demonstrates the essential requirements as set out in the person specification and advertisement for a post.

We aim to represent and value the diversity of our local communities through our workforce and service provision. We therefore positively encourage applications, regardless of age, race, religion & belief, sex, gender reassignment, sexual orientation, marriage & civil partnership, pregnancy & maternity or disability.

We have other current jobs related to this field that you can find below

  • Er Case Investigator

    1 month ago

    Bedford, United Kingdom East of England Ambulance Service Full time

    Work autonomously as the lead investigator on complex and highly complex/multifaceted employee relations cases relating to staff from all staff groups and levels within the organisation, in line with the Trust Policies and procedures. Conduct fair and equitable investigations, working within the terms of reference agreed, whilst using a Just Culture approach...

  • Er Case Investigator

    1 month ago

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

    We are seeking a highly experienced investigating officer to join the Trust’s Employee Relations team. The post holder requires experience in undertaking highly complex investigations. At the East of England Ambulance Service Trust we have a dedicated employment relations team who are committed to providing the best possible experience for our employees...

  • Er Specialist

    3 weeks ago

    Bedford, United Kingdom Hays Specialist Recruitment Limited Full time

    ER Advisor / ER Specialist, 2-3 Months, 100% remote, £150-£175 per day **Your new company** Hays are excited to represent an opportunity for an ER Specialist-2-3 months, (could extend) 100% remote and flexible working hours, within a charity organisation, who truly offer work life balance. **Your new role** As an Interim ER Specialist - 2-3 Months, (could...

  • Er Specialist

    2 weeks ago

    Bedford, Bedford, United Kingdom Hays Specialist Recruitment Limited Full time

    ER Advisor / ER Specialist, 2-3 Months, 100% remote, £150-£175 per dayYour new companyHays are excited to represent an opportunity for an ER Specialist-2-3 months, (could extend) 100% remote and flexible working hours, within a charity organisation, who truly offer work life balance.Your new roleAs an Interim ER Specialist 23 Months, (could extend) you...

  • Er Advisor

    3 weeks ago

    Bedford, United Kingdom The One Group Full time

    The One Group are currently recruiting an Employment Relations Advisor for our client based in Bedford this a great role for someone who has experience in ER they are open to all levels of experience within ER as they are happy to develop someone’s skills or someone that can hit the ground running. You will be a part of a business who pride themselves on...

  • Er Advisor

    4 weeks ago

    Bedford, United Kingdom The One Group Full time

    We are currently recruiting an Employment Relations Advisor for our client based in Bedford. Managing your own caseloads and assisting the in-house legal team on employment issues for members. Responsible for providing comprehensive employment law and employee relations advice and support members, including representation when required. Prior demonstrable...

  • Case Worker

    3 weeks ago

    Bedford, United Kingdom Ministry of Justice Full time

    **CASE WORKER - PRISON OFFENDER MANAGER- HMP Bedford - 74992** **£28,477** **Bedford**: **Overview of the job**: The job holder will lead the management and assessment of selected low to medium risk prisoners and prepare, implement, review and evaluate their sentence plans with them. The job holder will build effective, appropriate and supportive...

  • Case Worker

    2 weeks ago

    Bedford, United Kingdom Red Snapper Managed Services Full time

    **Red Snapper Managed Services require an Out of Court Disposal Case Worker in Bedfordshire.** **What we offer**: - £14.42 per hour - Full or part time **What we require from you**: **You must have a cleared NPPV level 2 vetting.** A relevant professional qualification relevant to working with under supported and/or marginalised individuals e.g. Social...

  • Case Worker

    2 weeks ago

    Bedford, Bedford, United Kingdom Red Snapper Managed Services Full time

    Red Snapper Managed Services require an Out of Court Disposal Case Worker in Bedfordshire.What we offer:- £14.42 per hour Full or part timeWhat we require from you:You must have a cleared NPPV level 2 vetting.A relevant professional qualification relevant to working with under supported and/or marginalised individuals e.g. Social Care, Substance Misuse,...

  • Conveyancing Case Handler

    4 weeks ago

    Bedford, United Kingdom Infinity Recruitment Consultancy Limited Full time

    Do you have a minimum of 2 years conveyancing case handling experience?Our successful client, with offices based in Bedford, are seeking an experienced Conveyancing Case Handler to join them on a permanent full time basis working Monday to Friday 9am - 5.30pm.As an experienced Conveyancing Case Handler, you will be responsible for:- * Handling transactions...

  • Conveyancing Case Handler

    2 weeks ago

    Bedford, Bedford, United Kingdom Infinity Recruitment Consultancy Limited Full time

    Do you have a minimum of 2 years conveyancing case handling experience?Our successful client, with offices based in Bedford, are seeking an experienced Conveyancing Case Handler to join them on a permanent full time basis working Monday to Friday 9am - 5.30pm.As an experienced Conveyancing Case Handler, you will be responsible for:-Handling transactions from...

  • Conveyancing Case Handler

    4 weeks ago

    Bedford, United Kingdom Infinity Recruitment Consultancy Limited Full time

    Do you have a minimum of 2 years conveyancing case handling experience?Our successful client, with offices based in Bedford, are seeking an experienced Conveyancing Case Handler to join them on a permanent full time basis working Monday to Friday 9am - 5.30pm.As an experienced Conveyancing Case Handler, you will be responsible for:- * Handling transactions...

  • Conveyancing Case Handler

    2 weeks ago

    Bedford, United Kingdom Infinity Recruitment Consultancy Limited Full time

    Do you have a minimum of 2 years conveyancing case handling experience?Our successful client, with offices based in Bedford, are seeking an experienced Conveyancing Case Handler to join them on a permanent full time basis working Monday to Friday 9am - 5.30pm.As an experienced Conveyancing Case Handler, you will be responsible for:* Handling transactions...

  • HR Business Partner

    1 month ago

    Bedford, United Kingdom Cameron James Professional Recruitment Full time

    We are working with a well-established and market leading health equipment business, and they are looking for an experienced HR Business Partner to join the business ASAP.This is a busy position and responsible for providing HR support on a range of generalist areas to a client group across 7 sites in the Southeast. The role would be ideal for a HR Business...

  • HR Business Partner

    1 month ago

    Bedford, United Kingdom Cameron James Professional Recruitment Full time

    We are working with a well-established and market leading health equipment business, and they are looking for an experienced HR Business Partner to join the business ASAP. This is a busy position and responsible for providing HR support on a range of generalist areas to a client group across 7 sites in the Southeast. The role would be ideal for a HR...

  • Medical Case Manager

    2 weeks ago

    Bedford, Bedford, United Kingdom AdvantageCare Physicians Full time

    Careers at AdvantageCare Physicians: At AdvantageCare Physicians, our providers and care teams reflect our commitment to population health. Improving the health of our patients is our goal; Using our state-of-the-art electronic medical record (EMR) system, our providers, care teams, and practice administration staff work together to deliver high-quality,...

  • HR Business Partner/ Senior HR Advisor

    1 month ago

    Bedford, Bedfordshire, United Kingdom Cameron James Professional Recruitment Full time €5,000

    We are working with a well-established and market leading health equipment business, and they are looking for an experienced HR Business Partner to join the business ASAP. The role would be ideal for a HR Business Partner or experienced HR Advisor looking for a new opportunity with a well-established business. Supporting a regional client group, you will...

  • HR Business Partner/ Senior HR Advisor

    1 month ago

    Bedford, Bedfordshire, United Kingdom Cameron James Professional Recruitment Full time €5,000

    We are working with a well-established and market leading health equipment business, and they are looking for an experienced HR Business Partner to join the business ASAP. The role would be ideal for a HR Business Partner or experienced HR Advisor looking for a new opportunity with a well-established business. Supporting a regional client group, you will...

  • HR Business Partner

    1 month ago

    Bedford, Bedfordshire, United Kingdom Cameron James Professional Recruitment Full time €5,000

    We are working with a well-established and market leading health equipment business, and they are looking for an experienced HR Business Partner to join the business ASAP. This is a busy position and responsible for providing HR support on a range of generalist areas to a client group across 7 sites in the Southeast. The role would be ideal for a HR...

  • HR Business Partner

    1 month ago

    Bedford, Bedfordshire, United Kingdom Cameron James Professional Recruitment Full time €5,000

    We are working with a well-established and market leading health equipment business, and they are looking for an experienced HR Business Partner to join the business ASAP. This is a busy position and responsible for providing HR support on a range of generalist areas to a client group across 7 sites in the Southeast. The role would be ideal for a HR...