Job summary Mastercall Healthcare is social enterprise organisation. Our mission is to achieve excellence in the care of our patients, providing a safe and caring high-quality service that is easily accessible. We provide several innovative out of hospital services, that have patients at the forefront of every service we provide. An exciting opportunity has arisen to appoint permanent part time Trafford Shift Lead to work at Trafford General hospital. We work on a two-week rota, and we have approximately 16 hours per week available on the following set shift available Week 1 Monday 07.30 - 15.30 Tuesday 07.30 - 15.30 Week 2 Thursday 07.30-15.30 Friday 07.30- 15.30 Rate of Pay £14.60 to £17.51 per hour Main duties of the job The overall responsibility of a Shift Lead is to manage and coordinate the operational needs of the Trafford Primary Care Centre, ensuring services are delivered in a safe and efficient manner at all times. Including the supervision of staff, training, mentoring and peer support to all staff/employees and contractors. Daily you will work in collaboration with the management team to ensure patient flow is streamlined and efficient and that we are operating within key performance indicators, as well as any necessary administration duties. You will liaise closely with the Shift Leads at Stockport and The Management Team at Trafford as well as the Operations Manager and Assistant Managers to ensure the smooth and efficient supervision of the services during operational hours. About us Mastercall Healthcare has over 28 years experience as an innovative, highly performing, award-winning Social Enterprise organisation. We are passionate about providing the very best patient care at the very best place for the patient. Our Social Value ethos commits us to ensuring the very best use of the public pound, maximising the return on investment of our commissioners, and supporting the NHS deliver affordable, effective, safe patient centred services. Our purpose is to ensure that we deliver safe, high quality, patient centred services that support people to live and age well. We are here to support our community and our health and social care partners. We provide a range of highly effective urgent primary care services that support hospital admission avoidance and early supported discharge from hospital where clinically safe and appropriate. Employee benefits include: Living Wage Employer NHS Pension Scheme NHS Blue light card/Discount scheme Flexible working Career development Competitive rates of pay Generous holiday entitlement, long service enhancements and the option to purchase additional l eave Wellbeing schemes Date posted 26 February 2025 Pay scheme Other Salary £14.60 to £17.51 an hour depending on time of shift Contract Permanent Working pattern Part-time Reference number B0540-25-0004 Job locations Trafford Healthcare Nhs Trust Moorside Road Urmston Manchester M415SL Job description Job responsibilities Trafford Shift Lead duties will include, but are not limited to: Systems/ General Be the first point of contact for queries on shift, from staff and patients. Frontline supervision of staff and organisation of rooms/staffing/ patient flow etc (oversee and organise the shift in accordance with service requirements) Be the first point of contact for complaints on shift and deal with issues in an appropriate manner. Have an up-to-date knowledge of complaints procedures and timescales Liaise with clinicians to ensure all patients are dealt with in an appropriate manner and timeframe Act as a point of contact for signposting patients to other services as necessary Ascertain and maintain sound knowledge and understanding of the communication systems and office/computer/fax equipment. Report any incidents, complaints and compliments on the incident reporting system and to the management team in a timely fashion Take a proactive position, working flexibly to help facilitate any future/necessary changes within the department To facilitate with any administration and documentation required Take responsibility to resolve issues and undertake the first stages of disaster recovery procedures/escalation as necessary- contacting Managers in the event of a crisis Staffing/People Promote good working relationships, maintaining a professional manner at all times. To give a full and concise handover/report to colleagues Report sickness absenteeism in line with policies and procedures Assist with covering the rota in the event of absenteeism Attend regular group meetings with the management team Report/raise any staffing issues in a professional manner, liaising with Human Resources and Managers as appropriate Organisational/ Policies and Procedures Work in accordance with IG principles To keep up to date of all Mastercall policies and procedures. To uphold and promote Dignity in Care for colleagues and patients alike Undertake any other duties that are within your skills and capabilities Continuous Professional Development. The post holder will be expected to undertake ongoing personal, clinical and professional development in line with the responsibilities of the post. Responsible for developing and sustaining own knowledge, management, and skills (as appropriate) and professional awareness and maintain a professional profile. Accountable for and maintain own competence to practice along with compliance of mandatory training. Job description Job responsibilities Trafford Shift Lead duties will include, but are not limited to: Systems/ General Be the first point of contact for queries on shift, from staff and patients. Frontline supervision of staff and organisation of rooms/staffing/ patient flow etc (oversee and organise the shift in accordance with service requirements) Be the first point of contact for complaints on shift and deal with issues in an appropriate manner. Have an up-to-date knowledge of complaints procedures and timescales Liaise with clinicians to ensure all patients are dealt with in an appropriate manner and timeframe Act as a point of contact for signposting patients to other services as necessary Ascertain and maintain sound knowledge and understanding of the communication systems and office/computer/fax equipment. Report any incidents, complaints and compliments on the incident reporting system and to the management team in a timely fashion Take a proactive position, working flexibly to help facilitate any future/necessary changes within the department To facilitate with any administration and documentation required Take responsibility to resolve issues and undertake the first stages of disaster recovery procedures/escalation as necessary- contacting Managers in the event of a crisis Staffing/People Promote good working relationships, maintaining a professional manner at all times. To give a full and concise handover/report to colleagues Report sickness absenteeism in line with policies and procedures Assist with covering the rota in the event of absenteeism Attend regular group meetings with the management team Report/raise any staffing issues in a professional manner, liaising with Human Resources and Managers as appropriate Organisational/ Policies and Procedures Work in accordance with IG principles To keep up to date of all Mastercall policies and procedures. To uphold and promote Dignity in Care for colleagues and patients alike Undertake any other duties that are within your skills and capabilities Continuous Professional Development. The post holder will be expected to undertake ongoing personal, clinical and professional development in line with the responsibilities of the post. Responsible for developing and sustaining own knowledge, management, and skills (as appropriate) and professional awareness and maintain a professional profile. Accountable for and maintain own competence to practice along with compliance of mandatory training. Person Specification Qualifications Essential You must have right to work in the UK as we are unable to offer visa sponsorship for this role. Educated to GCSE or other certificates of general education Desirable Customer care or management qualification Experience Essential Experience of working with patients Experience of leading and managing a team Excellent communication skills both written and verbal can communicate at all levels using excellent interpersonal skills. Fluent in use Microsoft office and email ability to adapt to other software Good working knowledge of using a phone system Experience of managing and delivering successful performance indicators Desirable Working in a call centre environment Knowledge of Adastra and Rota master General Qualities Essential Take responsibility for decisions and actions taken Ability to remain calm under pressure demonstration motivation, reliable and Flexible, approach Strong team player commitment to team working and development of others Passionate and commitment to achieving results and providing excellent service Self- aware and ensures own behaviours and attitudes impact positively on others Committed and willingness to undergo education/training for self -development and service needs Person Specification Qualifications Essential You must have right to work in the UK as we are unable to offer visa sponsorship for this role. Educated to GCSE or other certificates of general education Desirable Customer care or management qualification Experience Essential Experience of working with patients Experience of leading and managing a team Excellent communication skills both written and verbal can communicate at all levels using excellent interpersonal skills. Fluent in use Microsoft office and email ability to adapt to other software Good working knowledge of using a phone system Experience of managing and delivering successful performance indicators Desirable Working in a call centre environment Knowledge of Adastra and Rota master General Qualities Essential Take responsibility for decisions and actions taken Ability to remain calm under pressure demonstration motivation, reliable and Flexible, approach Strong team player commitment to team working and development of others Passionate and commitment to achieving results and providing excellent service Self- aware and ensures own behaviours and attitudes impact positively on others Committed and willingness to undergo education/training for self -development and service needs Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Employer details Employer name Mastercall Healthcare Address Trafford Healthcare Nhs Trust Moorside Road Urmston Manchester M415SL Employer's website http://www.mastercall.org.uk/ (Opens in a new tab)