Deputy Shift Manager

Job Introduction

Do you have leadership experience in a challenging and changing environment? Primary Care 24 (PC24) is looking for contact centre Deputy Shift Managers who will support the Shift manager in providing leadership, direction and operational management to Integrated Urgent Care services. You will ensure that as a team we deliver the highest standards of patient care in line with the key performance indicators and ensure all available resources are utilised the best effect.

Salary: £32,908.75 per annum (pro rata)

Location: Wavertree Head Office - Onsite

Contract: Permanent / Fixed Term

Shifts: We operate 24/7, so you must be flexible to work in the call centre for our operating hours. We have a 4 week rolling shift pattern, including early, late, nights, weekend and bank holidays shifts.

Position 1 : Full Time, Permanent

Position 2 : Full Time, 3 months Fixed Term

• Support the operational delivery of PC24 Integrated Care services, working in partnership with the shift manager.
• Ensure patients are seen in the correct capacity based on clinical need.
• Ensure all calls into the service are handled according to relevant procedures and entered into clerical systems.
• Ensure effective management of the dispatch queue with adherence to agreed protocols and procedures.
• Support service delivery through robust handover procedures with other shift leads.
• Provide guidance and support to staff, ensuring they are appropriately directed in their roles throughout the shift.
• Utilise available resources efficiently in line with service needs throughout the shift.
• Support the Shift Manager with the interface with NHS
  111, ensuring demand and capacity align with key performance indicators (KPIs).
• Report any urgent cases to the clinical coordinator and collaborate on resource allocation.
• Track clinical and operational productivity, recommending improvements to the Service Delivery Leadership Team.
• Highlight any issues to the Shift Manager, ensuring relevant teams are informed.
• Support the Shift Manager by ensuring high operational standards are maintained throughout the shift to ensure a positive patient experience and high staff satisfaction.
• Ensure all operational tasks and services are completed effectively, especially at the Wavertree base.
• Ensure all clerical tasks are completed within the managed services.
• Support the Shift Manager with any resourcing issues promptly, putting appropriate contingency plans in place.
• Maintain accurate shift reports and ensure all administrative tasks are documented.
• Stay updated on and follow all policies and procedures related to the role.
• Take on the role of Urgent Care Coordinator when needed, ensuring smooth operations.

• Experience of working in a changing and challenging environment
• Experience of supervising a team
• Excellent communication skills and able to communicate effectively at all levels.
• Capability to motivate and develop a team.
• Excellent organisational skills with the ability to prioritise effectively.
• Knowledge of Microsoft office.

• £32,908.75 per annum, (pro rata)
• 37.5 hours – We operate 24/7, so you must be flexible to work shift patterns within our operating hours.
• 27 days annual leave (pro rata) – previous NHS service will be taken into account.
• NHS pension scheme
• NHS car fleet scheme
• NHS home electronics scheme
• Cycle to work scheme
• Eligible to apply for blue light card
• Colleague wellbeing package - which includes a doctor line, access to Westfield rewards, wellbeing support and gym discounts.
• Colleague events

Primary Care 24 (PC24) is a not-for-profit social enterprise established in 1990, delivering NHS contracts exclusively. The majority of our surplus is reinvested in patients and staff. We believe that primary…