Team Manager

NHS 24; City of Edinburgh; On-site; GBP 33,000 - 42,000; Full time

Job summary

A national health service provider in Scotland is seeking a Manager to join their multi-disciplinary team. You will manage a team in a contact centre environment, providing leadership and support to ensure excellent patient care. Ideal candidates need experience in team management and must possess strong communication and analytical skills. This role comes with a comprehensive benefits package including up to 41 days annual leave and development opportunities.

Benefits

35 days annual leave (rising to 41)

Development opportunities

Enhanced pay for public holidays

Enroll in pension scheme

Employee support and assistance

Qualifications

• Previous experience of managing a Team, preferably within a Contact Centre environment.
• Enthusiastic approach with a professional manner.
• Demonstrate ability to interpret data and KPIs.

Responsibilities

• Provide leadership to staff within a clinical contact centre environment.
• Manage a team of direct reports.
• Handle escalated calls that come through the service.
• Support Front Line staff to ensure quality patient care.
• Review processes for improvement.

Skills

Excellent communication skills

Performance management experience

Strong analytical skills

Ability to support and guide a team

Education

Educated to SCQF level 7 or equivalent experience

Job description

Who We Are

As NHS Scotland's unique provider of a national tele-health and tele-care service, we are responsible for the delivery of health advice and information by telephone and online services to the population of Scotland 24 hours a day, 365 days a year. NHS 24 is a patient-focused service providing the people of Scotland with triage, advice, guidance, referral and information on health and healthcare services

Where We Are:

Our Regional Centres are located at Hillington, Cardonald, Clydebank, South Queensferry, Dundee and Aberdeen. This post will be based in South Queensferry.

The Role

NHS 24 are looking for an experienced Manager to become part of a multi-disciplinary team. A role where you can make a real difference to people’s lives with a career that is exceptionally rewarding.

The Team Manager will provide visible and accessible leadership to staff within a clinical contact centre environment, managing their own team of direct reports.

Provide supervision on the use of the protocols and processes together with general management support, both at team and shift management level to staff who are working within a patient facing environment.

Key Responsibilities

• Play a pivotal role within the management team to support Front Line staff across a number of patient facing services to ensure that patients and the public are first in everything NHS Scotland does
• Support the management and development of 12 – 15 direct reports
• Handling escalated calls that come through the service
• Lead by example, supporting and encouraging others to succeed
• Reviewing processes and suggesting areas for improvement with a focus on ensuring all patients are being directed to the appropriate clinical service
• Supporting with all aspects of HR including absence management and time sheet authorisation

The successful applicant will:

• Have previous experience of managing a Team, preferably within a Contact Centre environment
• Have excellent communication skills
• Be able to demonstrate the ability to support, guide and develop a team to achieve operational KPI’s
• Be Educated to SCQF level 7 or equivalent experience
• Have an enthusiastic approach with a professional manner
• Demonstrate performance management experience
• Possess strong analytical skills with the ability to interpret data/KPI’s to support performance management

Benefits

NHS 24 offers a complete benefits package, with a permanent contract on Band 5 £33,247 - £41,424 Per Annum (pro rata if applicable). Placement on salary scale is dependent on confirmation of previous relevant NHS service.

We also offer you many supportive policies to enhance your employee journey and have a comprehensive Employee Assistance Programme Provider, Cycle to Work Scheme, bursary scheme and a range of learning and development. As an NHS Scotland employee you will be entitled to:

• 35 days annual leave (rising to 41) pro-rata
• Development opportunities including study bursaries, e-learning and classroom-based courses
• Enhanced pay for working public holidays
• Enrolment into the Scottish Public Pensions Agency (SPPA) pension scheme
• NHS discounts on goods and services
• HELP, employee support and assistance

Interested?

Please download the Job Pack and Person Specification for full details of NHS 24 and this opportunity as well as the Candidate Application Guide which will support you in your application.

We recommend that prior to application candidates read all the information provided in the Job Pack as it contains much of the information about NHS 24 and this opportunity as well as the Digital Candidate Application Guide which will support you in your application.