Shift Lead

Mastercall Healthcare; Stockport; On-site; GBP 80,000 - 100,000; Part time

Job summary

A healthcare organization in Stockport is looking for a part-time Shift Lead. The role involves managing call centre operations, supervising staff, and ensuring high-quality patient care. Candidates should have strong communication skills and experience in a similar environment. The pay ranges from £15.04 to £19.43 per hour, based on experience and shift time.

Benefits

Generous holiday entitlement

Long service enhancements

Option to purchase additional leave

Qualifications

• Experience of working with patients.
• Strong written and verbal communication skills.
• Ability to manage performance indicators.

Responsibilities

• Manage and coordinate operational needs of the call centre.
• Supervise, train and mentor staff.
• Act as a senior point of contact during the shift.

Skills

Customer service

Team leadership

Communication skills

IT skills

Education

GCSE Standard Maths & English

Customer Care or Management Qualification

Tools

Microsoft Office

Adastra

Rotamaster

Job description

Mastercall Healthcare is social enterprise organisation. Ourmission is to achieve excellence in the care of our patients, providing a safeand caring high-quality service that is easily accessible. We provide severalinnovative out of hospital services, that have patients at the forefront ofevery service we provide.

An exciting opportunity has arisen to appoint a part timeShift Lead. We work on a two-week rota and have the following set shiftsavailable.

Week 1

Saturday1800-2200

Week 2

Tuesday0800-1300

Thursday0800-1300

Friday1300-1800

Saturday1300-1800

Saturday1800-2200 (1 in 4)

Saturday1800-2315 (1 in 4)

Sunday1300-1800

Rate of Pay £15.04 to £19.43 per hour depending on shifttime

You must have right to work in the UK as we are unable tooffer graduate or visa sponsorship, and no visa extensions can be offered forthis role.

Main duties of the job

The overall responsibility of the Shift Lead is to manage andco-ordinate the operational needs of the call centre services department,ensuring services are delivered in a safe and efficient manner at all timesincluding the supervision, training, mentorship and peer support to allstaff/employees and contractors working across all service streams. As ShiftLead you will act as a senior point of contact on shift, liaise with externalagencies and deal with queries, complaints and incidents.

You will liaise closely with the Head of Operations and Service Leads to ensure the smooth and efficient supervision of the services duringoperational hours.

About us

Mastercall Healthcare has over 29 years experience as aninnovative, highly performing, award-winning Social Enterprise organisation.

We are passionate about providing the very best patient careat the very best place for the patient.

Our Social Value ethos commits us to ensuring the very bestuse of the public pound, maximising the return on investment of ourcommissioners, and supporting the NHS deliver affordable, effective, safepatient centred services.

Our purpose is to ensure that we deliver safe, high quality,patient centred services that support people to live and age well. We are hereto support our community and our health and social care partners. We provide arange of highly effective urgent primary care services that support hospitaladmission avoidance and early supported discharge from hospital whereclinically safe and appropriate.

Employee benefits include:

Living Wage Employer

Competitive rates of pay

Generous holiday entitlement, long service enhancements andthe option to purchase additional l eave

Job responsibilities

The overall responsibility of the ShiftLead is to manage and co-ordinate the operational needs of the call centreservices department, ensuring services are delivered in a safe and efficientmanner at all times including the supervision, training, mentorship and peersupport to all staff/employees and contractors working across all servicestreams. As Shift Lead you will act as a senior point of contact on shift,liaise with external agencies and deal with queries, complaints and incidents.

You will liaise closely with the Headof Operations and Service Leads to ensure the smooth and efficient supervisionof the services during operational hours.

Staffing/People

Linemanagement responsibility for a team of Operators. Carrying out 1-2-1s,appraisals, probationary reviews and conducting return to work interviews.

Promotegood working relationships, taking a pro-active role in maintaining effectiveand supportive teamwork

Providedaily supervision, training, mentorship and peer support to all staff withinthe CCS services

Assistwith covering the staff rota in the event of absenteeism. Liaise with Rota Leadand Operations Manager as necessary

Monitorand assist training progress ensuring that competency on all levels isachieved. Reporting any concerns to the Service Leads/Learning and DevelopmentManager

Attendregular Shift Lead meetings with the Service Leads

Undertakeback to work interviews following periods of sickness and highlight any issuesto Service Leads

Assistwith staff appraisals

Assistin the measurement of key performance indicators by means of call audit andraise concerns/ training needs as necessary

Dealwith any staff issues in a professional manner, liaising with Human Resourcesand Service Leads as appropriate

Systems/GeneralTo receive & accept calls frompatients and health care professionals accessing the service streams within CCSand Dental, and ensure their needs are met by appropriate referral to thecorrect service.

Ascertain and maintain sound knowledge and understanding of the patientrecord systems, communication systems and office/computer/fax equipment.

Escalate and report any incidents, complaints and compliments onUlyssess in a timely fashion

Be the first point of contact for complaints on shift and deal withissues in an appropriate manner. Have an up-to-date knowledge of complaintsprocedures and timescales

To oversee and organise the shift in accordance with servicerequirements.

To facilitate with any administration and documentation required (egcontrolled drugs key)

Produce statistics and informational data if required.

To give a full and concise handover/report to colleagues

Ensure all databases/files are maintained and updated on a daily basis

Assist the Service Leads with general administration duties which ariseand are within your capabilities

Person Specification

Qualifications

• Educated to GCSE Standard Maths & English
• Customer Care or Management Qualification

General Qualities

• Strong team player, values and makes use of the skills and knowledge of others
• Takes responsibility for decisions and actions taken
• The post holder has the ability to remain calm under pressure, be self-motivated, with a flexible approach.
• Works co-operatively and supportively, remains tolerant and fair towards others, values diversity.
• Self-aware and ensures own behaviour and attitude impacts positively on others.
• Committed to own development and learning
• Passion/commitment to achieving results, providing excellent services.

Experience

• Experience of working with patients
• Excellent communication skills, is articulate and able to communicate at all levels using good interpersonal skills
• Portrays a positive image of the Company when communicating both inside the company and externally
• Good IT Skills, competent in the use of email systems, Microsoft office. Ability to adapt to other software.
• Able to manage and deliver successful performance indicators
• Strong written communication skills- ability to write clearly, logically.
• Successful track record of leading a team working in a call centre environment
• Knowledge of Adastra and Rotamaster
• To have good knowledge of the phone system and be able to log any issues with the phone systems or IT with the service desk and elevate as needed

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

£15.04 an hour£15.04 to £19.43 depending on experience and shift time