Contact Centre Service Manager (People)

Local Care Direct is a non-profit Social Enterprise operating across 24 hours a day, 7 days a week, 365 days a year, to provide various primary and urgent health care services across West Yorkshire. We have an exciting new role available in our Bradley based Contact Centre for a Contact Centre Service Manager (People)to join the team Your role will be to lead, motivate and develop Contact Centre colleagues, creating a high performing, inclusive and supportive working environment. The Contact Centre Service Manager (People) is accountable for day to day people management, including performance, capability, attendance, wellbeing and engagement, ensuring colleagues are equipped and empowered to deliver excellent service. The role has direct line management responsibility for Contact Centre Supervisors, providing coaching, development, performance oversight and support to build strong, effective leadership capability. Working closely with the Service Manager: Medical, the role contributes to delivering operational objectives, maintaining compliance with CQC and organisational standards, and embedding a positive culture that values continuous improvement and compassionate leadership., The responsibilities of a Contact Centre Service Manager (People) will be:

• Provide visible, effective people leadership, creating a high performing, inclusive and supportive Contact Centre culture.
• Manage colleague performance, attendance, capability and conduct, ensuring issues are addressed promptly, fairly and in line with organisational policies.
• Develop and engage colleagues through regular 121s, PDRs, coaching and personal development planning.
• Ensure operational performance and productivity targets are achieved, maintaining high standards of quality and patient care.
• Embed a focus on wellbeing, engagement and retention, promoting a positive colleague experience and compassionate leadership.
• Maintain compliance with CQC, governance and organisational standards, ensuring safe, high quality service delivery at all times.
• Monitor quality and performance through audits and data analysis, taking corrective action where standards fall below expectations.
• Support workforce planning, recruitment, induction and training, ensuring teams are appropriately skilled and resourced.
• Drive continuous improvement and support change initiatives, engaging colleagues and adapting services to meet evolving demands.
• Communicate clearly and work collaboratively with the Service Manager: Medical, clinical and nonclinical teams, and wider stakeholders., 25 days (pro rata) annual leave plus bank holidays, increasing by one day for each completed year of service, up to a maximum of 30 days
• Hybrid Working
• Comprehensive Staff Training programme
• Modern working environment with a positive atmosphere
• Health & Wellbeing group to support staff
• Supportive and Friendly team
• Annual Awards focused on raising money to support local charity
• Opportunity to build a clinical portfolio in face to face, ED Streaming, Walk in Centre, Urgent Treatment centre, home visiting and telephone/video consultation
  
  Nothing matters to us more than people - The way we treat our patients and the people who work for us; the way we do things and our commitment to keeping our promises are what we value most.
We do what we say we will do and we do it well - Local Care Direct is a Social Enterprise organisation providing a wide range of healthcare services in Yorkshire. We are a community-owned organisation, independent from the NHS, and committed to putting patients first. A few Benefits of working for Local Care Direct are