Team Manager

Team Manager

Are you an experienced Team Manager looking for a new opportunity?

Would you describe yourself as a motivated and passionate leader who is committed to leading a team by example?

Can you demonstrate the ability to evaluate performance and analyse data to support performance management?

Who We Are

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

Where We Are:

Our Regional Centres are located at Hillington, Cardonald, Clydebank, South Queensferry, Dundee and Aberdeen. This post will be based in South Queensferry.

The Role

NHS 24 are looking for an experienced Manager to become part of a multi-disciplinary team. A role where you can make a real difference to peoples lives with a career that is exceptionally rewarding.

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

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. 

Key Responsibilities

• 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

The successful applicant will:

• 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 KPIs
• Be educated to a minimum of National 5 level
• Have an enthusiastic approach with a professional manner
• Demonstrate performance management experience
• Possess strong analytical skills with the ability to interpret data/KPIs to support performance management

This is an excellent opportunity for a motivated and experienced individual who is looking for a challenging and rewarding role that will contribute to the successful of the organisation.  

Working patterns

The shift pattern available is 24 hours.

Benefits

NHS 24 offers a complete benefits package, with a permanent contract on Band 5 £30,229 - £37,664 Per Annum (pro rata if applicable). Placement on salary scale is dependent on confirmation of previous relevant NHS service.

We also offer you many supportive policies to enhance your employee journey and have a comprehensive Employee Assistance Programme Provider, Cycle to Work Scheme, bursary scheme and a range of learning and development. As an NHS Scotland employee you will be entitled to:

• 35 days annual leave (rising to 41) pro-rata
• Development opportunities including study bursaries, e-learning and classroom-based courses
• Enhanced pay for working public holidays
• Enrolment into the Scottish Public Pensions Agency (SPPA) pension scheme
• NHS discounts on goods and services
• HELP, employee support and assistance

This is an excellent opportunity for a motivated and experienced individual who is looking for a challenging and rewarding role that will contribute to the success of a public organisation.

Interested?

For an informal chat, please contact Marlis Plumb, East Clinical Services Manager on marlis.plumb@nhs24.scot.nhs.uk

Please download the Job Pack and Person Specification for full details of NHS 24 and this opportunity as well as the Digital Candidate Application Guide which will support you in your application. 

We recommend that prior to application candidates read all the information provided in the Job Pack as it contains much of the information about NHS 24 and this vacancy to support a successful application.

NHS Scotland is reducing their full time working week from 37.5 to 37 hours per week from 1 April 2024 but with no change in pay.  This reduction will also be applied pro rata for part time staff.  This advert and any subsequent offer/contract of employment therefore reflects the new working hours.  However, as not all service areas will be able to adopt the 37 hour working week immediately from 1 April 2024, you may be required to work up to an additional 30 minutes per week for a temporary period for which you would be paid until the service you are working in changes rosters or working patterns to accommodate the new reduced working week.  If you have any questions or concerns please contact the Recruiting Board. 

NHS 24 is an equal opportunities employer committed to advancing equality and particularly welcomes applications from groups of people currently underrepresented within the workforce.  We are a committed participant in the Disability Confident Leader Scheme and guarantee to interview all disabled applicants who meet the minimum essential criteria for our vacancies.