Job summary
- Main area
- Centralised Outpatient Services
- Grade
- Band 4
- Contract
- Permanent
- Hours
- Full time - 37.5 hours per week
- Job ref
- 339-TRB4456-A
- Employer
- North Bristol NHS Trust
- Employer type
- NHS
- Site
- Southmead Hospital
- Town
- Bristol
- Salary
- £25,147 - £27,596 Per Annum
- Salary period
- Yearly
- Closing
- 01/05/2024 23:59
Employer heading
Team Leader – Centralised Outpatient Services
Band 4
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Job overview
An exciting opportunity has arisen to join the Centralised Outpatients Team at North Bristol Trust as a Team leader.
The post holder will oversee the day-to-day running of the Contact Centre and admin teams and will be responsible for delivering KPI’s within the Centralised Outpatient Department.
Main duties of the job
We are looking for an outstanding and experienced individual to join our high performing team. The ideal candidate will have previous experience of managing administrative teams to achieve their performance objectives.
You will have excellent communication skills and work emphatically with our patients.
Ideally applicants will have experience of leading a busy telephone contact centre
A strong understanding of the Patient Access Policy, data quality and relevant performance targets such as RTT is essential.
This is an exciting and highly rewarding role and provides an excellent opportunity for the right individual to progress into further management positions. Centralised Outpatients is a high-volume service and you will work as part of a team managing a portfolio of bookings, inbound call centre, data quality and performance relevant to the Outpatients service.
As part of the role, you will receive opportunities for on-going development and support to fulfil your potential.
Working for our organisation
North Bristol NHS Trust employs over 12,000 staff providing healthcare to the residents of Bristol, South Gloucestershire and North Somerset from our award-winning hospital building at Southmead. We are the regional Major Trauma Centre, and an internationally recognised centre of excellence in a range of services and major specialities. Our vision is that by enabling our teams to be the best that they can be, we will provide exceptional healthcare, personally delivered.
We commit to treating each patient as an individual with respect and dignity, aiming to deliver excellent clinical outcomes and a first-class experience for everyone who uses our services.
North Bristol NHS Trust values all people as individuals. We aim to be an anti-discriminatory organisation and are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We welcome applicants from all underrepresented groups.
Detailed job description and main responsibilities
The post holder will oversee the daily operations and management of our Outpatient Contact Centre and admin teams, ensuring staff levels are consistently aligned with service demands and that patients receive a high-quality and efficient service. Additionally, the post holder will be accountable for the delivery of KPI’s associated with the Outpatient services, while effectively leading their team.
Please refer to job description for detailed breakdown of duties.
Person specification
Education/Training
Essential criteria
- Good GCSE or A Level (including Maths and English)
- Good understanding of IT systems including Word and Excel
Desirable criteria
- Evidence of recent Leadership/Management programme
Work Experience
Essential criteria
- Previous Experience in a Call Centre
- Experience of supervising a team
Desirable criteria
- Previous NHS experience
Knowledge and Skills
Essential criteria
- Tracking KPI's or experience of reviewing performance
Desirable criteria
- Experience of undertaking call audits
- Experience of resolving complexed calls
Employer certification / accreditation badges
Documents to download
Further details / informal visits contact
- Name
- Tom Upton
- Job title
- Outpatient Support Manager
- Email address
- [email protected]
- Telephone number
- 01174149934
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