Job summary Hertfordshire Community NHS Trust (HCT) provides community-based healthcare services in Hertfordshire, West Essex and parts of the East of England with a value driven approach that is innovative, caring and agile. HCT's Child Health Information Service and Community and School Aged Immunisation Service (CSAIS) work together with other stakeholders to identify eligible individuals and provide immunisations in community and school settings, as well as providing dynamic responses to disease outbreaks wherever required. The role is to manage a team of call and recall administrators and develop the service offer. The call and recall service is a virtual call centre which contacts parents and carers of defined cohorts of children and young people, and other adults, to advise them that vaccines are due and either books into existing HCT clinics or directs individuals to the GP. Main duties of the job To provide leadership to a team of administrators who work on a rota basis across Monday to Saturday, 10am to 8pm, to contact individuals, or the parents/carers of children and young people, eligible for vaccination. To provide team lead support for Call & Recall processes, including sickness reporting and monitoring, performance reporting and monitoring, annual and other leave processes, working closely with EoE CHIS Operational Management. To work with Specialist Immunisation Practitioners who will provide clinical advice and support. Act as a point of contact for the team in an appropriate and sensitive manner supporting new staff with training when required and providing staff with support where needed, applying leadership skills across the team and its hybrid homeworkers across the region. Take responsibility for co-ordinating staff in the event of having to implement business continuity plans, including responses to emerging incidents in stakeholder organisations, keeping senior leadership informed. About us A big thank you for considering joining us at Hertfordshire Community NHS Trust You'll find it a great place to work with many benefits offered to you as a member of our staff We put our patients, their families and carers at the centre of our vision - Outstanding Services and Healthier Communities Our staff are proud to be Innovative, Caring and Agile in their work to help achieve the Trust vision We welcome diversity in our workforce and are interested in applicants from all backgrounds and ages We don't want you to miss out so we'd like you to know that if we have a high level of interest in this role, the vacancy may close prior to the advertised closing date, so please make your application as soon as possible - Apply now You've made a great decision to apply to join to HCT - we're looking forward to taking the next steps of the journey with you. Date posted 22 October 2024 Pay scheme Agenda for change Band Band 5 Salary £29,970 to £36,483 a year per annum (pro rata) Contract Fixed term Duration 12 months Working pattern Full-time Reference number 812-EC-03-CHIS-CR Job locations HCT wide Tewin Road Welwyn Garden City AL7 1BW Job description Job responsibilities To be supportive providing oversight for and ensuring that agreed SOPs are followed by the Call & Recall Team to ensure that data is processed safely and accurately with the intention of meeting service key performance indicators. Use established processes to assess and monitor team and individual performance, resolving issues locally where possible but escalating when required. Efficiently manage the call and recall administrator team to ensure a seamless delivery of administrative services for HCT call and recall. Management will include handling rotas, roster, leave requests, sickness and all other aspects of team management, as required. To support the team to work towards agreed objectives, which may change daily. Liaise with the Call and Recall Leads as required. To support the team with difficult conversations and challenging interactions, as they arise. To ensure the team keep accurate records both on the Electronic Patient Record and the trackers. To liaise with the CSAIS teams when needed to ensure clinics provided are suitable for the need. To use own judgement to plan and organise work within the agreed priorities and timescales referring to the Call & Recall Team Lead for support and clarification when necessary. Maintain a high degree of professionalism, particularly when interfacing with the public, team members and other stakeholders. Develop the process of client and user satisfaction feedback to help develop service provision. Maintain and update Standard Operating Guidance as needed for the Call and Recall team. To meet with external stakeholders, including NHS England commissioners, as required. This interview will include a short test on MS Excel - please ensure you have access to computer in order to complete the test. Interview date will be 13th November 2024 via MS Team. Job description Job responsibilities To be supportive providing oversight for and ensuring that agreed SOPs are followed by the Call & Recall Team to ensure that data is processed safely and accurately with the intention of meeting service key performance indicators. Use established processes to assess and monitor team and individual performance, resolving issues locally where possible but escalating when required. Efficiently manage the call and recall administrator team to ensure a seamless delivery of administrative services for HCT call and recall. Management will include handling rotas, roster, leave requests, sickness and all other aspects of team management, as required. To support the team to work towards agreed objectives, which may change daily. Liaise with the Call and Recall Leads as required. To support the team with difficult conversations and challenging interactions, as they arise. To ensure the team keep accurate records both on the Electronic Patient Record and the trackers. To liaise with the CSAIS teams when needed to ensure clinics provided are suitable for the need. To use own judgement to plan and organise work within the agreed priorities and timescales referring to the Call & Recall Team Lead for support and clarification when necessary. Maintain a high degree of professionalism, particularly when interfacing with the public, team members and other stakeholders. Develop the process of client and user satisfaction feedback to help develop service provision. Maintain and update Standard Operating Guidance as needed for the Call and Recall team. To meet with external stakeholders, including NHS England commissioners, as required. This interview will include a short test on MS Excel - please ensure you have access to computer in order to complete the test. Interview date will be 13th November 2024 via MS Team. Person Specification Qualifications and Training Essential Educated to level 6 (degree level) or equivalent in a relevant specialism or demonstrable equivalent level of knowledge gained through experience in similar roles Previous team leadership experience Proficiency in Excel Desirable Evidence of CPD Proficiency in SystmOne Experience Essential Previous working experience in a team leader role Ability to organise work for self and others in an environment where there are conflicting demands and needs Ability to communicate when barriers to understanding exist Experience of accurate, efficient record keeping Desirable Experience of managing resources cost effectively Knowledge Essential Able to learn specific internal IT programmes and be able to competently use on a daily basis A basic understanding of the UK routine immunisation schedule Skills Essential Flexible approach to working practices Ability to prioritise workload and assist others in their time management, role modelling excellent organisation skills Be able to cope with constant changes in work patterns and at times conflicting expectations for output, whilst continuing to work in a role that demands extremely high levels of accuracy and working at pace with frequent interruptions Good time management Other Essential Able to work from home Able to attend team meetings as required at specified locations Experience Essential Ability to motivate others and provide a positive role model Able to work both independently and in a team To be accurate, flexible, and proficient working under pressure Adept at developing positive working relationships amongst groups of colleagues and across varied stakeholders Skills Essential Clear, confident, and effective communication and leadership skills - able to apply empathy in a sincere, but professional manner to engage and appease stakeholders and engage team positively Assertive when necessary and appropriate Ability to communicate confidently and effectively with internal and external agencies Other Essential Willingness to uphold the Trust and NHS values Person Specification Qualifications and Training Essential Educated to level 6 (degree level) or equivalent in a relevant specialism or demonstrable equivalent level of knowledge gained through experience in similar roles Previous team leadership experience Proficiency in Excel Desirable Evidence of CPD Proficiency in SystmOne Experience Essential Previous working experience in a team leader role Ability to organise work for self and others in an environment where there are conflicting demands and needs Ability to communicate when barriers to understanding exist Experience of accurate, efficient record keeping Desirable Experience of managing resources cost effectively Knowledge Essential Able to learn specific internal IT programmes and be able to competently use on a daily basis A basic understanding of the UK routine immunisation schedule Skills Essential Flexible approach to working practices Ability to prioritise workload and assist others in their time management, role modelling excellent organisation skills Be able to cope with constant changes in work patterns and at times conflicting expectations for output, whilst continuing to work in a role that demands extremely high levels of accuracy and working at pace with frequent interruptions Good time management Other Essential Able to work from home Able to attend team meetings as required at specified locations Experience Essential Ability to motivate others and provide a positive role model Able to work both independently and in a team To be accurate, flexible, and proficient working under pressure Adept at developing positive working relationships amongst groups of colleagues and across varied stakeholders Skills Essential Clear, confident, and effective communication and leadership skills - able to apply empathy in a sincere, but professional manner to engage and appease stakeholders and engage team positively Assertive when necessary and appropriate Ability to communicate confidently and effectively with internal and external agencies Other Essential Willingness to uphold the Trust and NHS values 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. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Additional information 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. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Employer details Employer name Hertfordshire Community NHS Trust Address HCT wide Tewin Road Welwyn Garden City AL7 1BW Employer's website https://www.hct.nhs.uk (Opens in a new tab)