Operational Team Manager

Practice Plus Group; Cowpen Bewley; On-site; GBP 31,000 - 38,000; Full time

Job summary

A leading organization in healthcare is seeking a dedicated Line Manager for the NHS 111 call center. The successful candidate will be responsible for overseeing and mentoring call handlers to excel in their roles, ensuring compliance with performance metrics and patient safety. Join a supportive workplace offering extensive benefits, including a competitive salary and growth opportunities.

Benefits

33 days holiday, increasing with service

Company pension scheme

Cycle to Work scheme

Life assurance

Retail discounts

Employee assistance programme

Healthcare Hero Awards

Themed occasions and charity days

Qualifications

• Experience leading call center teams.
• Strong understanding of KPI and performance metrics.
• Ability to mentor call handlers effectively.

Responsibilities

• Provide line management and mentoring for call handlers.
• Ensure attainment of all KPIs and performance metrics.
• Maintain patient safety standards in service delivery.

Skills

Leadership

Mentoring

Performance Management

Job description

About The Role

Are you ready to lead a new team to excellence, ensuring every call is not just answered, but exceeded?

This role is to provide line management to call handlers within the 111 call centre and to provide and mentoring of call handlers to ensure their competencies are maintained in line with the defined competency frameworks. The successful candidate will support the national team as required, ensuring attainment of all required key performance indicators (KPIs) and performance metrics and maintaining all patient safety standards.

This is a position of key responsibility for the effective delivery of Practice Plus Group`s NHS 111 services.

We are offering a contract of 37.5 hours per week, working days, nights & weekends.

What You'll Get

• A salary from £31,825.66 per annum
• 33 days holiday per annum, increasing with service up to 36 days per year, including bank holidays.
• Great job security and support.
• Practice Plus Group benefits including company pension scheme, 'Cycle 2 Work' scheme, life assurance, cycle to work scheme, retail discounts, Blue Light Card eligibility and an employee assistance programme for you and your family.
• Integrated Urgent Care team benefits that range from Healthcare Hero Awards and recognition prizes to themed occasions, charity days, and a fantastic range of social events.