Team Leader – Face to Face Services

PHL Group; Stoke-on-Trent; Remote; GBP 32,000 - 46,000; Full time

Benefits offered by this job

Bike2Work Scheme

DSE Eye Tests and Spectacles

Employee Assistance Program - 24 hour

Employee Recognition - ‘Extra Mile’

Family Friendly Policy

NHS Discount - Blue Light Card

Paid Sick Pay

Professional Development

Job summary

PHL Group is seeking a motivated Team Leader for Face-to-Face Services across Staffordshire to help deliver high-quality urgent care. You will line-manage receptionists and drivers and work with Clinical Team Managers to ensure safe, effective patient care.

You will oversee day-to-day operations, ensure staffing and resources meet demand, and drive quality, compliance and continuous improvement in line with Care Quality Commission requirements.

Qualifications

• Line-management experience with appraisals and return-to-work interviews.
• Commitment to high-quality, compassionate and patient-focused services.
• Strong communication and interpersonal skills with staff, patients and healthcare professionals.
• Ability to work independently and as part of a multidisciplinary team.

Responsibilities

• Oversee day-to-day operation of Face-to-Face Services across Staffordshire.
• Line manage receptionists and drivers; provide leadership and support.
• Ensure services operate in line with Care Quality Commission requirements and policies.
• Monitor performance and support audits, training and development.

Skills

Line management

Patient-focused care

Communication skills

Independent working

UK driving licence

Vehicle for work

Education

NVQ Level 3 or equivalent

Job description

Team Leader – Face-to-Face Services

PHL has an exciting opportunity for a motivated and organised Team Leader to join our Face-to-Face Services team, supporting the delivery of high-quality urgent care across Staffordshire. This is an excellent opportunity for an experienced team leader to take an active role in the day-to-day running of our services, support and develop frontline colleagues, and help ensure patients receive a safe, effective and positive experience of care. Working alongside our established team of clinical and operational professionals, you will play a key role in maintaining high standards, improving service performance and ensuring our services run smoothly.

About PHL

Founded in 2009, PHL Group is led by experienced clinicians and healthcare leaders with extensive knowledge of urgent and primary care environments. Commissioned by Staffordshire and Stoke-on-Trent Integrated Care Board, PHL delivers Integrated Urgent Care services across Staffordshire. Our wider portfolio includes custody healthcare, ADHD services, waiting-time support, GP practices, home visiting and other primary and urgent care services across the UK and internationally.

Our mission is to help people remain well and receive the best possible health and social care through the provision of high-quality healthcare services, innovative technology and skilled professionals.

About the role

As Team Leader, you will provide operational oversight of our Face-to-Face Services across Staffordshire, helping to ensure our teams, facilities and processes consistently meet the needs of patients and the wider service.

You will line manage our receptionists and drivers, work closely with Clinical Team Managers and support the wider operational leadership team to maintain safe, effective and efficient service delivery.

Key responsibilities

Operational leadership

• Oversee the day-to-day operation of Face-to-Face Services across Staffordshire.
• Support Home Visiting and Out-of-Hours Telephone Advice services during their hours of operation.
• Ensure staffing and resources are used effectively to support service delivery.
• Work collaboratively with Clinical Team Managers and the wider leadership team to address operational challenges.

People management and development

• Line manage receptionists and drivers, providing effective leadership, guidance and support.
• Conduct regular one-to-one meetings, appraisals and return-to-work interviews.
• Monitor staff performance and identify training, development and support needs.
• Promote a positive and collaborative working environment focused on high standards of patient care.

Quality, compliance and service improvement

• Ensure services operate in accordance with relevant Care Quality Commission (CQC) requirements and organisational policies.
• Monitor, evaluate and report on service performance, identifying opportunities for improvement.
• Support audits, training and development activities to maintain quality and consistency.
• Promote the delivery of safe, effective and patient-focused services.

Facilities and site management

• Oversee Face-to-Face Service locations, ensuring premises remain safe, suitable and fit for purpose.
• Liaise with landlords and premises managers to resolve facilities-related issues.
• Undertake site visits as required to support the effective running of services.

About you

We are looking for someone who is passionate about delivering high-quality patient care and has the leadership skills to support a busy and varied operational service.

You will be organised, approachable and confident in managing people, balancing competing priorities and working collaboratively with colleagues across clinical and operational teams.

Essential requirements

• Experience in a line-management role, including conducting return-to-work interviews, regular one-to-one meetings and staff appraisals.
• A commitment to delivering high-quality, compassionate and patient-focused services.
• Strong communication and interpersonal skills, with the ability to work positively with staff, patients and healthcare professionals.
• The ability to work independently, use initiative and contribute effectively to a multidisciplinary team.
• A full UK driving licence with no more than six penalty points, subject to PHL’s insurance requirements.
• Access to a vehicle for work-related travel.

Desirable experience and qualifications

• NVQ Level 3 or equivalent qualification, or significant relevant work experience.
• Previous experience within a GP Out-of-Hours or urgent care environment.

Working arrangements and practicalities

Contract: Permanent, full-time.

Location: Face-to-Face Services across Staffordshire.

Working hours: Our services operate 24 hours a day, seven days a week. The role involves working a rotating shift pattern, including evenings, weekends and overnight shifts. We have two six-week rota patterns available, each offering a different combination of working days, shifts and rest days. Candidates will have the opportunity to discuss their preferred rota pattern during the recruitment process, subject to service requirements.

RD = Rest Day

Travel: Regular travel between service locations may be required. A company vehicle may be available for use for site visits where possible; otherwise, access to your own vehicle is required and fuel expenses will be covered.

Driving requirements: Applicants must be over 25 years of age for insurance purposes and hold a full UK driving licence with fewer than six penalty points.

DBS: The required DBS check will be funded by PHL.

Benefits

• Bike2Work Scheme. Save up to 42% on bikes & equipment
• DSE Eye Tests and Spectacles. Up to £25 for eye tests, £50 for spectacles
• Employee Assistance Program - 24 hour helpline. 24/7 support for counselling, legal, medical & more
• Employee Recognition. ‘Extra Mile’ Awards
• Family Friendly Policy. Support for maternity, paternity, adoption & fertility leave
• Long Service Award. Celebrating 5 & 10 years of service
• Menopause Support. HRT subscription covered & Menopause Pledge
• NHS Discount - Blue Light Card. Staff are eligible for Blue Light Card which offers a range of official discounts
• Paid Sick Pay. 10 days per year
• Professional Development. Training, courses & team-building opportunities
• Workplace Savings and Low Interest Loans. Payroll savings & low-interest loans

As part of our ongoing commitment to support the Armed Forces community, PHL Group has been awarded the Defence Employers Recognition Scheme Silver Award and Veteran Aware accreditation. These prestigious accolades highlight our unwavering dedication to supporting ex-military personnel, recognising the value that serving personnel, both regular and reservists, veterans and military families contribute to our business and our country.