To supervise all aspects of Operational Delivery on your shifts. To effectively run the shift and resources in line with Badger policies and procedures. To be compliant with Badger policies and procedures, including Health and Safety and GDPR. To support the implementation of staff training programmes. To demonstrate an accurate and professional attitude at all times. To liaise with the On-Call Management Team should any issues arise on shift. To attend meetings and training as and when required, supporting any changes to systems and processes. To ensure all work is carried out to a high level of accuracy and to always ensure compliance with all company and other relevant standards/regulations and procedures To participate in duties as designated by management. To ensure that all Primary Care Centres are open on time and adequately staffed. To ensure that workload for the Primary Care Centres and visiting teams are evenly balanced to prevent unnecessary delays in patient care To ensure comfort calls to patients are carried out at busy times Monitor incoming telephone call traffic and make interventions to ensure staffing and service levels are maintained at all times To ensure all calls are cleared from the system at the end of each shift To arrange for medical equipment/supplies to be sent to PCC centres as required To ensure accurate recording of hours for all duty staff, arranging cover for sickness and absence To ensure that all duty staff swipe in and out at the start and finish of a shift To ensure that at the end of shift all working areas are left clean and tidy To submit a Shift Report for every shift. Any other duties as and when required (Adhoc) Additional key accountabilities Work on your own initiative with minimal daily supervision and oversee the daily management of the Call Centre. Application of Human Resources policies for staff within the team including recruitment, induction, performance management, disciplinary and sickness absence monitoring taking appropriate action as required in accordance with Badger policies. Proactive management of changing priorities to include coordinating daily cover across the Call Centre, maintaining service levels. To be first point of contact when dealing with concerns, queries and complaints in regard to operational service delivery. In conjunction with the Head of Operations ensure that demand and capacity of the Call Centre are revised in accordance with the agreed processes. Development of excellent working relationships with key stakeholders such as Heads of Departments, GPs, HR and colleagues. Involved in the planning and implementation of the organisational strategic plan and contribute towards ongoing service improvement. Undertake an active role in projects relating to the development and evolution of services ensuring relevant SOPs are implemented in line with service developments and redesign. Investigate any incidents relating to administrative functions within the Call Centre. Undertake quality audits of call handling and administrative work of Call Handlers within a team setting. Develop and empower all members of your team to undertake the roles to the highest standards. Ensure that a supportive team management style is in place and carry out monthly personal development reviews for direct reports. Ensure all direct reports receive an annual PDR which outlines key objectives and training outcomes. Develop team knowledge and skills which promote equality and diversity and address inequalities through respectful practice. Conduct 1:1 meeting, performance management and line management duties. Providing best practice to operational team and to assigned team members. Development of excellent working relationships with key business partners and stakeholders such as Heads of Service, Clinicians, students, Informatics along with colleagues in other Specialty Management Groups.