Team Manager

As NHS Scotland’s unique provider of a national tele-health and tele-care service, we are responsible for the delivery of health advice and information by telephone and online services to the population of Scotland 24 hours a day, 365 days a year. NHS 24 is a patient-focused service providing the people of Scotland with triage, advice, guidance, referral and information on health and healthcare services.

The Team Manager will provide visible and accessible leadership to staff within a clinical contact centre environment, managing their own team of direct reports.

They will also provide supervision on the use of the protocols and processes together with general management support, both at team and shift management level to staff who are working within a patient facing environment.

• Play a pivotal role within the management team to support Front Line staff across a number of patient facing services to ensure that patients and the public are first in everything NHS Scotland does
• Support the management and development of 12 – 15 direct reports
• Handling escalated calls that come through the service
• Lead by example, supporting and encouraging others to succeed
• Reviewing processes and suggesting areas for improvement with a focus on ensuring all patients are being directed to the appropriate clinical service
• Supporting with all aspects of HR including absence management and time sheet authorisation

• Have previous experience of managing a Team, preferably within a Contact Centre environment
• Have excellent communication skills
• Be able to demonstrate the ability to support, guide and develop a team to achieve operational KPI’s
• Have an enthusiastic approach with a professional manner
• Demonstrate performance management experience
• Possess strong analytical skills with the ability to interpret data/KPI’s to support performance management