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.