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Job overview

The Team Leader will work as an integral part of the Commercial Services Team, providing supervision and line management to a team based within a Contact Centre relating to the Patient Transport Service.

The Team Leader is responsible for the day to day activity and line management of the Contact Centre Team in liaison with the Contact Centre Manager to ensure service delivery.

The Team Leader will facilitate and undertake both formal and work-based training across the full spectrum of training programmes in line with the needs and requirements of the team as designated by the Contact Centre Manager.

Please note: the contract is due to end with SCAS in March 2025 and will be taken over by new provider, therefore a TUPE process may apply.

Main duties of the job

A few of the duties are listed here, but please see attached Job description

1. The Team Leader is responsible for the day-to-day activity of the team, Call Handlers, Dispatchers and Planners in liaison with the Contact Centre Manager to ensure service delivery; carrying out line management of the team, to include performance / sickness management and annual leave.

2. To provide liaison between NEPTS and its Customers which include Hospital Management, Health Service Colleagues, Patients, Relatives, Carers and Operational Ambulance personnel to ensure that an effective and efficient quality

3. To undertake investigations relating to Complaints/concerns and Datix; this will include if required visiting and responding to the complainant in liaison with the Contact Centre Manager and to produce a case file in accordance with the Trusts Policies and Procedures.

4. Ensure that all records, correspondence and statistics, whether manual or computerised are accurately produced and maintained and in line with current legislationManage all Contact Centre activity in conjunction with the Contact Centre 

5. Manager ensuring agreed Key Performance Indicators (KPI’s) and quality standards are achieved. This will include quality monitoring/auditing of calls and statistics and providing both individual and team feedback.

Working for our organisation

SCAS Core Values: Teamwork, Innovation, Professionalism, Caring.

Equality and Diversity:
South Central Ambulance Service NHS Foundation Trust is committed to the fair treatment of all people, regardless of their gender, race, colour, ethnicity, ethnic or national origin, citizenship, religion, disability, mental health needs, age, domestic circumstances, social class, sexuality, beliefs, political allegiance or trades union membership.

Health and Safety:
It is the general duty of every employee to take reasonable care for the Health and Safety of themselves and others including the use of necessary safety devices and protective clothing and co-operation with the trust in meeting its responsibilities under the Health and Safety At Work legislation. The post holder must be aware of individual responsibilities under the Health and Safety at Work Act and identify and report, as necessary, any untoward accident, incident or potentially hazardous 
environment.

It is the Trusts responsibility to ensure that staff are able to work in a safe and conducive working environment and that responsibilities regarding Health and Safety and staff welfare legislation and best practice are fulfilled throughout their area of responsibility, this will also include undertaking Risk Assessments as and when required.