Job description

Job Title: Duty Manager

Team: Operations

Base Location: Unit 2, Bradley

Line Manager: Lead Duty Manager

Hours of Work: 36 hour flexible contract

Staff Group: Contact Centre Non-Clinical

DBS Check Level required: Basic

Vaccination Requirement Statement:

• Covid19 double vaccination not required but recommended.
• This job has been rated as Low Risk for requiring Hepatitis B immunisation
• Flu jab recommended and will be offered.

Job Purpose:

To oversee daily operations of all services operating out of the LCD Contact Centre, leading the operational team to ensure employee productivity, monitoring efficiency of all processes and creating a positive work environment for employees. Being the single point of contact during out of hours for service delivery issues, meeting regularly with the senior management team to stay up-to-date with organisational changes, issues and improvements and supporting the Lead Duty Manager to deliver business objectives and meet the CQC framework and targets at all times.

Accountabilities

• To support the Lead Duty Manager with the delivery and development of the contact centre operation and implementation of the LCD Operations Plan.
• To meet relevant contractual and performance standards within organisational and financial frameworks at all times
• To identify and suggest service improvements, making recommendations to Line Manager.
• To ensure the Contact Centre team works within the Care Quality Commission framework at all times.
• To ensure that the quality of patient care is firmly at the centre of the organisations objectives and vision
• Key Principles
• To uphold and promote LCD values and ensure these are translated into working practices and service design.
• To maintain the highest standards of conduct ensuring LCD policy and procedure is adhered to at all times.
• Compliance with IPC principles and Safeguarding.

Operational

• To work with Area teams and Rota Team to ensure a robust plan is in place where rota gaps may lead to service issues.
• To assist with communication to the wider Contact Centre team internal bulletin (with input from Head of Contact Centre Operations and Lead Duty Manager)
• To use effective problem solving techniques to solve real time issues, using insight from the events to drive improvement and reduce the risk of further occurrences.

Performance

• To identify, act on and escalate instances of real time performance and productivity issues within the shift team.
• To act on objectives set by the Line Manager with a view to developing and improving performance.
• To ensure mandatory training is completed and maintained at all times.

Communications & Relationships

• To consult and listen to comments from Employee representatives, staff and other stakeholders in order to develop ways that the service could be improved
• To build effective working relationships with peers and the wider team, contributing to a supportive and empowering environment.
• To attend internal and external meetings representing LCD and engaging in discussions appropriate to the role and level of the post.
• To ensure agreed lines of communication and reporting are implemented within the team to support all employees understanding LCD business plans, objectives, priorities and changes.
• To promote effective cross-functional working and that the operational team supports the achievement of objectives, standards and protocols of other LCD areas.

Quality

• To investigate SEs providing thorough, impartial feedback to mitigate risk.
• To monitor consistency and adherence to protocol in the Contact Centre both in real time and retrospectively.

Health, safety and security

• To monitor Health & Safety in the workplace and implement corrective action plans where breaches are identified.
• To ensure drugs and medicines are managed in accordance with LCD Policy and Protocols.

Confidentiality

• To operate and ensure the team operates within information governance protocols and that business confidentiality is maintained at all times.

Financial Resources

• To ensure financial policies and procedures are maintained and the budget is adhered to and that best value for money is achieved.

Patient Care

• To ensure that the quality of patient care is firmly at the centre of the organisations objectives and vision.
• To ensure the management and monitoring of the highest standards or safety and quality in the delivery of healthcare and related services, and manage risk within Local Care Direct.

Managing Self

• Ensure that relevant professional practice is evidence based and current.
• Ensure that continual professional development is maintained and facilitates the ability to provide care to a high standard in a way that is both safe and cost effective.
• Effectively utilise time management, organisational, co-ordination and if required - management skills.
• Identify own professional development needs through the Personal Development Review process (PDR).

Training

• To complete the defined company induction programme and core training for this role and mandatory refresher training thereafter and ensure that accurate records of training are maintained.

Infection Prevention and Control

• Healthcare workers have a duty of care to patients and are expected to comply fully with the companies Infection Prevention and Control (IP&C) policies and attend/complete IP&C training, for personal and patient safety and for prevention of healthcare-associated infection (HCAI). Knowledge, skills and behaviour in the workplace should reflect this.

Safeguarding

• Individuals have a duty of care to children and vulnerable adults that they come into contact with whilst at work to safeguard and promote their welfare and to work to prevent, recognise, respond, appropriately refer and record potential neglect or abuse, adhering to the companys Safeguarding Children and Safeguarding Vulnerable Adults policies and procedures.

The main duties and responsibilities shown here are not exhaustive and the postholder will be expected to carry out any reasonable activities according to the needs of the business as directed by the line manager.

Person Specification

Qualifications

Essential

• Level 2 English & Maths (GCSE Grade C or equivalent).

Desirable

• General Management Qualification.
• Customer Service qualifications.

Experience

Essential

• Experience of delivering excellent customer service preferably in a contact centre environment.
• Experience in conflict resolution.
• Managing people in a service environment.
• Effective operational leadership and management.
• Meeting Health and Safety requirements.
• Meeting contractual service targets and standards.
• Supporting the implementation of policies, procedures and working practices.

Skills

Essential

• Communications written and oral.
• Able to make critical decisions quickly and rationally.
• Good interpersonal skills and able to develop effective working relationships & professional creditability with colleagues at all levels.

Desirable

• Use of root cause analysis techniques in managing real time issues.
• A flexible approach to work / willingness to carry out tasks outside of areas of responsibility.

Knowledge

Essential

• Urgent care services.

Desirable

• Relevant IT systems used in urgent care.

Competencies

Essential

• The ability to think ahead.
• Time management.
• Ability to motivate and engage the team.
• Ability to show managerial courage.
• Adaptability.
• Decision Making.
• Problem Solving.
• Resilience.
• Emotional Intelligence.

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.