To act as point of contact for the senior management team in reference to the day to day management and performance of the Appointment Centre. To provide line management support and leadership to the Appointment Centre To optimise team performance by ensuring all team members are competent and motivated and working effectively in line with trust standards and policies and Appointment centre Standard Operating Procedures (SOPs) and Quality standards. To delegate tasks appropriately to team members, to encourage their personal development and ensure effective use of departmental time, particularly during periods with low call volumes. To support the recruitment of staff including preparation of job descriptions, personal specifications, adverts and documentation required for submission for divisional approval of vacancies. To participate in recruitment panels for Appointment Centre posts To devise and regularly review staff rotas ensuring optimum cover for required operational hours and identifying areas of peak demand to maximise team and shift performance. Build, maintain and promote positive working relationships with colleagues across the trust with regards to the appointment centre, to ensure agreed quality measures are consistently met and the booking service operates effectively and efficiently for all involved. This will require a range of diplomacy, motivational and negotiating skills. To ensure that all staff are well informed of Trust, Divisional and local issues and have an opportunity to contribute ideas by applying Trust communication policies and developing local strategies. To regularly formulate, produce and present reports and recommendations for service development and performance improvement carrying out benchmarking as required. Work with colleagues and divisional teams to optimise appointment booking and template work. To oversee the budget for the Appointment Centre ensuring efficient use of resources and delivery of a balanced budget. To contribute to the annual CIP To ensure the prompt ordering and receipting of departmental supplies as needed. Developing and maintaining key departmental documents including SOPs and risk assessments. Help with maintaining trust appointment related systems (EPR, eRS) understanding and guiding team members in their use and liaising with internal and external support services to ensure their efficient functioning. To be responsible for ensuring updates of booking rules kept by the appointment centre for relevant specialities is completed in conjunction with service general manager and operational managers. To identify and escalate any untoward technological, telephony or other service-effecting issues to appropriate colleagues and support frontline staff in the event of unexpected software or telephony failure. To receive, investigate and respond to complaints where appropriate from patients and colleagues and process them within relevant deadlines, responding with tact and sensitivity. The post holder will support the General Manager and Operational Manager in ensuring that the directorate functions as an integral part of the division and contributes to achievement of divisional and trust wide objectives.