Team Manager

NHS Ayrshire & Arran; Glasgow; On-site; GBP 33,000 - 42,000; Full time

Job summary

A healthcare provider in the UK is seeking an experienced Team Manager to lead a clinical contact center team. The role involves supporting staff, managing direct reports, and improving patient service processes. The successful candidate will possess strong communication and analytical skills, along with a background in team management, ideally within a contact center. This position offers competitive compensation and an opportunity to make a meaningful impact on healthcare delivery in Scotland.

Benefits

35 days annual leave (rising to 41)

Development opportunities

Enhanced pay for public holidays

Pension scheme enrolment

NHS discounts

Employee support services

Qualifications

• Previous experience of managing a team, preferably within a Contact Centre environment.
• Strong analytical skills with the ability to interpret data/KPIs for performance management.
• Enthusiastic approach with a professional manner.

Responsibilities

• Support Front Line staff across patient-facing services.
• Manage a team of 12–15 direct reports.
• Handle escalated calls.

Skills

Team management

Excellent communication

Analytical skills

Education

SCQF level 7 or equivalent experience

Job description

Are you an experienced Team Manager looking for a new opportunity? Would you describe yourself as a motivated and passionate leader who is committed to leading a team by example? Can you demonstrate the ability to evaluate performance and analyse data to support performance management?

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, and provide supervision on the use of protocols and processes together with general management support at both team and shift levels to staff working in 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
• Handle escalated calls that come through the service
• Lead by example, supporting and encouraging others to succeed
• Review processes and suggest areas for improvement with a focus on ensuring all patients are being directed to the appropriate clinical service
• Support 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

This is an excellent opportunity for a motivated and experienced individual who is looking for a challenging and rewarding role that will contribute to the success of the organisation.

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 the salary scale is dependent on confirmation of previous relevant NHS service.

• 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

This is an excellent opportunity for a motivated and experienced individual who is looking for a challenging and rewarding role that will contribute to the success of a public organisation.

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.

Our mission at NHS 24 is to create a workplace where everyone feels welcome, valued and part of the team. As an organisation that promotes inclusion, we celebrate difference, and we encourage everyone who joins us to be themselves at work.

We are progressing an Anti‑Racism Action Plan, which builds on our existing equalities work, and this will help us to measure our progress towards becoming an anti‑racist organisation.

NHS 24 is an equal opportunities employer committed to advancing equality and particularly welcomes applications from groups of people currently underrepresented within the workforce. We are a committed participant in the Disability Confident Leader Scheme and guarantee to interview all disabled applicants who meet the minimum essential criteria for our vacancies.

To work in the United Kingdom, there is a legal requirement for an individual to demonstrate that they have the relevant permission to work in the country. This permission is, without exception, granted by the UK Visa and Immigrations Service. As part of the pre‑employment checks for a preferred candidate, NHS Scotland Boards will check your entitlement to work in the UK. It can be evidenced through a number of routes including specific types of visas as well as EU settled and pre‑settled status. To find out more about these routes of permission, please refer to the GOV.UK website.

Please note that NHS 24 is NOT licensed to issue certificates of sponsorship under current UK Visas and Immigration (UKVI) regulations. Applicants must have the right to work in the UK without requiring sponsorship to work with us.

It is essential that you have checked that you already have the appropriate right to work in the UK before submitting your application form.