Job reference:
011936
Salary:
Various
Job closing date:
24/12/2019
Job Type:
Support Services
Location:
NHS 24 - East Contact Centre
Employment type:
Permanent
Hours Per Week:
Full Time
Job posted date:
13/12/2019
Employer (NHS Board):
NHS Grampian
Department:
NHS 24
Job Advert
| Team Manager - CTH | |||
| Location: | Aberdeen | Grade: | Band 5 |
| Category: | Support Services | Salary: | £24,670 (pro-rata for P/T hrs & OOH enhancements) |
| Contract: | Permanent | Duration: | Part-time |
| Region: | Grampian | Hours: | 30 |
| Job type: | FullTime | Date posted: | 10 Dec 2019 |
| Ref: | 19/190 | Closing date: | 24 Dec 2019 |
| Description: | |||
| Job Title: Team Manager – CTH Location: North - Aberdeen (other locations can be considered) Salary Band: Band 5 - £24,670 Hours: 30 (pro-rata for part time hours worked, salary enhancements for working in the Out of Hours Period) Duration: Permanent NHS 24 is the national provider of digital and telephone based health and care services for Scotland. We provide people with access to information, care and advice through multiple channels including telephone, web and online. We work in collaboration with partners, the public and our people to co-design services using technology and a digital first approach to sustainable service development and delivery. An exciting opportunity has arisen for a Team Manager position with specific responsibility for the Cancer Treatment Helpline. The successful candidate will be ideally be based in our Aberdeen Contact Centre but other regional locations will be considered. The Team Manager will provide effective management and development of the Call Taker skill set for the Cancer Treatment Helpline ensuring standards are maintained to deliver a high quality service. The post holder will be resourceful, have a solutions focused approach and will be required to employ strong inter-personal skills due to the high level of engagement with our external partners on a regular basis. In addition, the role will entail some general management support at a national and local level, providing real time supervision. The post holder will work as part of the wider team with some in and out of hours working to ensure efficient and effective delivery of the service. The ideal post holder will take forward a number of key areas of responsibility, including the following areas: • Expert user – Sugar CRM, including compiling reports • Expert user – SAP/CRM including data extraction for performance monitoring • Contact centre monitoring systems • SSTS – payroll management system • WFM – staff forecasting and scheduling • Verint – call recording and retrieval • Training of new staff To be successful in this role applicants must be able to demonstrate the following essential criteria within their application: • Good keyboard and communication skills • Evidence of working within protocols and following appropriate escalation pathways when required. • Appropriate workload distribution to meet service requirements. • Performance management of individuals and teams and a degree of real time and historical data analysis to support this. • Experience working within a contact centre environment • Management qualification at HNC level or equivalent level of corresponding experience • Experience of analysing, interpreting and application of data, with good knowledge of Microsoft Office, particularly Word and Excel • Evidence of leadership qualities and people management skills • Evidence of effective communication and influencing skills • Evidence of change management experience Successful candidates will be required to work a varied shift pattern including; early, late, weekends and Public holidays. There may be a requirement for some night shifts as part of a flexible rota. Some travel may be required. For an informal discussion or further information about this post please contact Debbie McCarthy, Clinical Services Manager, Aberdeen - Mobile: 07917 751858 |
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| How to apply: | |||
| Please download the application pack to apply for this vacancy. Additional useful information regarding NHS 24 recruitment can be found within the application details section below. | |||
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Job packs |
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| Download | |||
| Additional vacancy information: (application pack) http://www.jobs.scot.nhs.uk/uploads/40/19_190 Job Pack.zip |
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Contact information |
| General Contact | |||
| Phone: | 0141 337 4501 (reception) | Fax: | 0141 882 6764 |
| Email: | recruitment@nhs24.scot.nhs.uk | ||
| Informal Contact | |||
| Recruitment | |||
| Phone: | 01413374483 | Fax: | Not specified |
| Email: | recruitment@nhs24.scot.nhs.uk | ||
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