Job summary
- Main area
- CallEEAST
- Grade
- NHS AfC: Band 4
- Contract
- Permanent
- Hours
- Full time - 37.5 hours per week (Will include weekends and evenings on a rotational pattern)
- Job ref
- 247-SS-CES-0325
- Employer
- East of England Ambulance Service Trust
- Employer type
- NHS
- Site
- 18 Central Avenue
- Town
- Norwich
- Salary
- £26,530 - £29,114 per annum
- Salary period
- Yearly
- Closing
- 07/04/2025 23:59
Employer heading
CallEEAST Supervisor
NHS AfC: Band 4
EEAST is a great place to work, great people, great career opportunities and a career that can take you anywhere. No two days are the same, if you are looking for a varied and supportive environment EEAST can offer you that and more!
Hear why our employees think it is such a great place to work:
- Great employee benefits: https://www.eastamb.nhs.uk/join-the-team/working-for-us/employee-benefits
- Our equality networks: https://www.eastamb.nhs.uk/about-us/equality-diversity-and-inclusion/our-equality-networks
- Our vision & values: https://www.eastamb.nhs.uk/about-us/our-vision-and-value
Before you apply, please visit our how to apply page for full guidance: https://www.eastamb.nhs.uk/join-the-team/working-for-us/how-to-apply
#Careerforlife
Job overview
CallEEAST are after a dynamic, fun, hardworking individual to join our team within the Contact Centre in Norwich, as a CALLEEAST Supervisor managing a team of Call Handlers.
Supervisors are the centre of everything we do - they run the shifts, manage teams and oversee the day to day running of the call centre - they are an integral part of our operation.
Amongst other things, we are looking for someone who demonstrates:
- Previous experience of Managing a Team
- A track Record of training and mentoring Staff
- Good at maintaining Morale during tricky periods
- Excellent Communication Skills (both written and oral)
- An understanding of Patient Transport (not essential)
Main duties of the job
We are looking for an individual with good process management skills, an understanding of the pressures of a contact centre (especially within the NHS) as well as excellent communication skills as you will be dealing with members of the public, healthcare professionals and contract holders as well as a vast number of internal and external departments. The successful candidate will also demonstrate they have an understanding of managing a team and the associated issues that can occur as well as the varying personalities.
The contact centre runs 24/7, 365 days a year and it is a requirement of the job that Supervisors will be available to work weekends and bank holidays, including Christmas Day and Easter, in accordance with allocated rostered duties.
Be under no illusion - this is a very challenging role at times with high demand on the services we provide, as well as numerous other issues to resolve on a daily basis, but the successful applicant will demonstrate an ability to thrive under such pressures and help move the contact centre forward under the guidance of the CallEEAST Leadereship Team. We're looking for the person with the right attitude and personality to come on board and move us forward.
Working for our organisation
You'll have the opportunity to work in one of the most diverse regions in the country, with the vibrant capital city just a stone's throw away and the invigorating North Sea coast to the east.
At EEAST we bring together all our skills to provide 24 hour, 365 days a year urgent care to those in need of emergency and non-emergency medical treatment and transport in Bedfordshire, Hertfordshire, Essex, Norfolk, Suffolk and Cambridgeshire.
We are always looking to innovate our approaches and work together to offer the best possible patient care across our counties.
We aim to represent and value the diversity of our local communities through our workforce and service provision. We therefore positively encourage applications from under-represented groups, such as Black, Asian, or other ethnic groups, individuals with a Disability, or LGBTQ+ individuals who meet the specific criteria.
We at EEAST want to support our employees achieve a balance between work and other priorities, such as caring responsibilities, family commitments, further learning, and other interests. We therefore welcome flexible working requests.
Detailed job description and main responsibilities
For a thorough and comprehensive understanding of the role, including all its specific requirements and responsibilities, please consult the attached Job Description and Person Specification. This document provides an in-depth overview that will give you a clear and detailed picture of what the position entails.
Please note, should you be successful in your application, you will be required to undergo pre-employment checks, prior to receiving an unconditional offer, if full employment checks cannot be achieved (this will include existing and unserved disciplinary sanctions), then your offer may be withdrawn.
How to apply
Step 1 - Read the advert and the Job Description and Person Specification (attached)
Step 2 - Complete the Supporting Statement - Your statement needs to indicate how you meet each of the criteria contained within the Person Specification.
Step 3 - Complete the online application and upload your statement. Please note, CVs are not accepted.
Person specification
Experience
Essential criteria
- Experience of Managing a Team
- Demonstrates previous training and development of Staff
Desirable criteria
- Experience Managing Processes
- Understanding of Patient Transport
Personal Skills
Essential criteria
- Outstanding Communication Skills both written and oral
- Ability to Multi-task
Desirable criteria
- Previous experience with Conflict Resolution
Employer certification / accreditation badges
Applicant requirements
This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.
Documents to download
Further details / informal visits contact
- Name
- Damon Pritchard
- Job title
- CallEEAST Operations Manager
- Email address
- [email protected]
- Telephone number
- 07846 387543
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