Job vacancy: EOC Operational Service Delivery Manager – Call Handling, Yorkshire Ambulance Service NHS Trust, Wakefield

Job summary

Main area: EOC Operational Service Delivery Manager – Call Handling
Grade: Band 8a
Contract: Permanent
Hours: Full time - 37.5 hours per week
Job ref: 174-EOCOSDM-040724

Employer: Yorkshire Ambulance Service NHS Trust
Employer type: NHS
Site: Yorkshire EOC's (Wakefield & York)
Town: Wakefield
Salary: £50,952 - £57,349 Per annum
Salary period: Yearly
Closing: 22/07/2024 23:59
Interview date: 07/08/2024

EOC Operational Service Delivery Manager – Call Handling

Band 8a

Main duties of the job

Communicate effectively with managers and staff at all levels.
To proactively gather and listen to comments from key stakeholders including staff, staff representatives and patients in order to develop ways that the EOC can be improved.
Present complex information to large groups of stakeholders, reporting on operational delivery and improvement
To build networks within the call centre industry and with other Ambulance providers to share best practice, contribute to national developments and influence the future of integrated urgent
Make judgements on the day to day and longer term management of complex call centres; ensuring staff are utilised effectively to maintain safe services and to meet patient needs; for example profiling of annual leave across the
To ensure that all EOC Services delivered by the call centres are of the highest quality, have consistent working systems applied and comply with the Trusts clinical governance strategy, NHS England and CQC essential
To manage the performance management processes for the operational service, ensuring that identified areas for improvement within the EOC are evaluated and aligned to the Trust Performance Management
Working in conjunction with the Deputy Head of Service, Clinical Response & Governance Manager and Operational Service Delivery Manager to continually manage staffing levels, overtime budget, recruitment and workforce planning, ensuring that workplace facilities, qualification and experience of staff are appropriate to provide and maintain an effective EOC
To undertake alternative roles (with appropriate training and support) within the wider Trust in a business continuity
To manage a process to ensure staff is able to contribute to the development and implementation of the Annual Business Plan for the service line that supports the delivery of the Trusts Operating
To lead on the process to ensure the effective plan with the workforce team is in place for the scheduling of staff off the telephone for training, 1 to1s, PDRs and other activities to ensure this is effective and that core service delivery is
To develop and promote call centre best practice and professional standards within the service; ensuring Trust policies and procedures are adhered to and that appropriate standard operating procedures are in place, understood and regular maintained to deliver a safe
To develop EOC strategies, processes, procedures and policies and collaborative working for whole system patient
To work with a team of Duty Managers to ensure effective delivery of the day to day operations of the EOC, ensuring that all services are managed to a high quality, delivering KPIs and meeting the needs of the patient

Detailed job description and main responsibilities

Please ensure you read and understand the attached Job Description, Person Specification and Job Risk Profile to self-assess your suitability before completing your application. Completion of the Supporting Information section within your application is essential and include all relevant experience, knowledge and role related qualities to support your application.

Person specification

Skills

Essential criteria

Call Centre Management including workforce and capacity management and resource allocation
Proven leadership and team management skills with the ability to set clear standards, empower and delegate
Developed communication skills, effective engagement, relationship management, consulting and influencing skills, including report writing skills, presentations and verbal communication.
Understands the concepts of negotiation, and can apply tactics to negotiations in order to achieve satisfactory outcomes. Able to distinguish between short term efficiency and longer term effectiveness, the need to deliver and the need to develop
Business Intelligence and analytical skills to use a range of management information to support decision making, including budget information, root cause analysis and problem solving techniques

Qualification’s/Knowledge

Essential criteria

Knowledge of performance management frameworks
Call Centre Management qualification or equivalent knowledge in call centre management

Experience

Essential criteria

Extensive knowledge of call centre environments with a track record of achievement in operational delivery through planning and resource allocations skills
Senior leadership and management experience within a multi-site, 24 x 7 call centre operation
Experience of developing and managing a performance framework; covering a range of call centre metrics to ensure key performance indicators are met and staff within the service contribute to these targets
Leading on developing major change programmes to improve service performance and staff wellbeing within the call centres
Proven organisational skills with evidence of dealing with competing priorities simultaneously, to meet required timescales within available resources
Experience of business planning, objective setting and performance management experience
Professional Planning experience within call centres; with knowledge of capacity planning cycle

Yorkshire Ambulance Service NHS Trust is committed to having a diverse and inclusive workforce which reflects the communities and patients we serve across the Yorkshire region. Our ambition is to work together to promote a more inclusive environment, which attracts candidates from all sections of the community and signals our commitment to embracing diversity and promoting inclusivity.

As an inclusive organisation we welcome applicants irrespective of people’s age, disability, sex, gender identity and gender expression, race or ethnicity, religion or belief, sexual orientation, or other personal circumstances. We particularly encourage applications from people who are underrepresented within our sector, including people with lived experienced from Black, Asian and minority ethnic backgrounds, people from the LGBT+ community, people with caring responsibilities and people with disabilities. We have policies and procedures in place to ensure that all applicants are treated fairly and consistently at every stage of the recruitment process, including an invitation to the first stage of the selection process, for applicants who meet the essential criteria for the job vacancy, and consideration of reasonable adjustments for people who have a disability under the “Disability Confident Scheme”.

Please note the salary range stated in advertisements is calculated on a pro rata basis if the vacancy is part time.

Disclosure and Barring Service

Yorkshire Ambulance Service NHS Trust is committed to safeguarding & promoting the welfare of children & vulnerable adults. Many of our posts are subject to a Disclosure & Barring Service check (DBS). Should this position be subject to a DBS check the cost will be recovered from your salary as a one-off payment. Currently the charges made by the Disclosure and Barring Service (incl. application fee) are £41.90 for an enhanced check and £21.90 for a standard check.

Any correspondence regarding an application will be sent electronically via the Trac Jobs Website to the email address that was provided at the time of the application. It is important, therefore, that you read your emails on a regular basis and respond as necessary.

The Yorkshire Ambulance Service Trust reserves the right to close adverts before the published closing date due to high volumes of applications received.

Our values underpin everything we do and how we do it; Kindness, Respect, Teamwork, Improvement.