We have an exciting fixed term position available for a new Duty Manager working 36 hours flexibility to support the 24 / 7 services provided for our exceptional Social Enterprise client who deliver health care services across Yorkshire and the Humber. The Duty Manager oversees the daily operations of all services operating out of the Contact Centre. Leading the team to ensure employee productivity, efficiency of all processes & a positive work environment for employees. They will proactively manage & remain accountable for the hour-by-hour performance & patient demand, call advisors & clinicians, ensuring that all available resources are used effectively to deliver key performance indicators. Contract: Fixed term for approximately 12 months (ending on 31/03/2026) Salary : £16.24 per hour 'In Hours' (Monday to Friday 08.00 to 18.00), £17.24 per hour 'Out of Hours' (Monday to Friday 18.00 to 08.00 and all day Saturday Sunday) Location : Bradley, Huddersfield, HD2 1GQ Hours: 36 hours per week worked flexibly across a 24/7 rota. Shifts will be set a minimum of 1 month in advance where possible, but flexibility of shift pattern is required. Please Note : If successful at shortlisting the provisional Interview date for this position is 28th March 2025 Main duties of the job The Duty Manager will act as the single point of contact during the out of hours period for service delivery issues, meeting regularly with the senior management team to stay up to date with organisational changes, issues & improvements and supporting the Medical Service Manager to deliver business objectives and always meeting the CQC framework and targets. They will be the point of contact for operational matters on a 24/7 shift basis, supported by the on-duty Operational (Bronze) and Tactical (Silver) commanders where necessary. They will proactively manage and remain accountable for the hour-by-hour performance, patient demand, call advisors and clinicians, ensuring that appropriate action is taken in line with the protocol for Operational Pressures Escalation Levels. The Duty Manager will support the Medical Service Manager with the delivery and development of the contact centre operation, and implementation of the Operations Plan. Along with ensuring the Contact Centre team always works within the Care Quality Commission framework. They will ensure that the quality of patient care is firmly at the centre of the organization's objectives and vision, and this is adhered to on every operational shift you lead. About our Client Established as a social enterprise in 2004 to deliver health services across West Yorkshire, our aim is to meet the needs and expectations of our patients, and our NHS and social care partners. Over the years, we have developed a broad range of services for patients across Yorkshire and the Humber including: a centralised contact centre, GP out of hours services, Urgent Treatment Centres, walk-in facilities, a dental assessment and booking service, as well as a number of bespoke services for our NHS clients. Benefits : Employee Assistance Programme Comprehensive Staff Training programme Modern working environment with a positive atmosphere NHS Pensions NHS Discounts (Blue light card) Various hours available in a 24/7 environment Support available 24/7 Health & Wellbeing group to support staff Supportive and Friendly teams Annual Awards focused on raising money to support a local charity Job description & Job responsibilities Job Title: Duty Manager Team: Operations Base Location: Unit 2, Bradley Line Manager: Service Manager - Medical Hours of Work: 36-hour contract Staff Group: Contact Centre Non-Clinical DBS Check Level required: Basic Vaccination Requirement Statement: Covid19 double vaccination not required but recommended. This job has been rated as Low Risk for requiring Hepatitis B immunisation Flu jab recommended and will be offered. Job Purpose: To oversee daily operations of all services operating out of the Contact Centre, leading the operational team to ensure employee productivity, efficiency of all processes and a positive work environment for employees. Proactively manage and remain accountable for the hour-by-hour performance and patient demand, call advisors and clinicians, ensuring that all available resources are used effectively to deliver against agreed key performance indicators. Act as the single point of contact during out of hours for service delivery issues, meeting regularly with the senior management team to stay up to date with organisational changes, issues and improvements and supporting the Medical Service Manager to deliver business objectives and always meet the CQC framework and targets. Accountabilities: To be the on-duty management point of contact for operational matters on a 24/7 shift basis, supported by the on-duty Operational (Bronze) and Tactical (Silver) commanders where necessary. Proactively manage and remain accountable for the hour-by-hour performance, patient demand, call advisors and clinicians, ensuring that appropriate action is taken in line with the protocol for Operational Pressures Escalation Levels. To support the Medical Service Manager with the delivery and development of the contact centre operation, and implementation of the Operations Plan. To ensure the Contact Centre team always works within the Care Quality Commission framework. To ensure that the quality of patient care is firmly at the centre of the organisations objectives and vision, and this is adhered to on every operational shift you lead. Key Principles: To uphold and promote LCD values and ensure these are translated into working practices and service design. To maintain the highest standards of conduct ensuring LCD policy and procedure is always adhered to. Compliance with IPC principles and Safeguarding. Operational Duties and Responsibilities: To maintain a duty overview of the hour-by-hour resourcing requirements and proactively manage abstractions, in accordance with current procedure and through maintaining an effective working relationship with colleagues in other departments, including the Area Team and Rota Team. Co-ordinate duty requirements of resilience and business continuity plans, escalating matters appropriately to more senior managers or Operational (Bronze) and Tactical (Silver) commanders as appropriate. To use effective problem-solving techniques to solve real time issues quickly and effectively, minimising any disruption to operations, and use insight from the events to drive improvement and reduce the risk of further occurrences. To identify, act on and escalate instances of real time performance and productivity issues within the shift team. Maintaining clear and open communication with team members to ensure everyone is aware of their responsibilities and any changes in priorities during the operational shift, in line with patient demand. Performance Duties and Responsibilities: To maintain a good working awareness of the contractual and financial performance requirements of the organisation and always meet these frameworks. To ensure financial policies and procedures are maintained, the budget is adhered to, and that best value for money is achieved. To ensure you complete and maintain your mandatory training modules. Maintain your own continuous professional development, including a working operational understanding of NHS pathways across all Contact Centre services. Identify professional development needs through the Personal Development Review process (PDR). Proactively identify Clinical and Non-Clinical staff who are underperforming and escalate any performance concerns to the relevant Line Manager for further review. Communication Duties and Responsibilities: To build effective working relationships with peers and the wider team, contributing to a supportive and empowering environment. To attend internal and external meetings representing and engaging in discussions appropriate to the role and level of the post. To promote effective cross-functional working and that the operational team supports the achievement of objectives, standards and protocols of other areas. To work closely with Call Centre Management to ensure that healthcare professional and support staff work collaboratively to deliver excellence in patient focused care. To proactively manage and contribute to departmental and organisational change programmes, communicating and engaging these changes effectively with staff. Quality Performance Duties and Responsibilities: To investigate SEs providing thorough, impartial feedback to mitigate risk. To monitor consistency and adherence to protocol in the Contact Centre both in real time and retrospectively. Provide a point of contact for initial complaint resolution during your duty supervision, recording and escalating formal complaints where appropriate. Health, Safety and Security Duties and Responsibilities: To be responsible for the day-to-day health, safety and welfare of the staff under your duty supervision in accordance with Policy and Protocols. To ensure drugs and medicines are managed in accordance with Policy and Protocols. Other Duties and Responsibilities: To operate and ensure the team operates within information governance protocols and that business confidentiality is always maintained. To ensure that the quality of patient care is firmly at the centre of the organisations objectives and vision. To ensure the management and monitoring of the highest standards or safety and quality in the delivery of healthcare and related services and manage risk within Local Care Direct. To complete the defined company induction programme and core training for this role and mandatory refresher training thereafter and ensure that accurate records of training are maintained. Healthcare workers have a duty of care to patients and are expected to comply fully with the companies Infection Prevention and Control (IP&C) policies and attend/complete IP&C training, for personal and patient safety and for prevention of healthcare-associated infection (HCAI). Knowledge, skills and behaviour in the workplace should reflect this. Individuals have a duty of care to children and vulnerable adults that they encounter whilst at work to safeguard and promote their welfare and to work to prevent, recognise, respond, appropriately refer and record potential neglect or abuse, adhering to the company's Safeguarding Children and Safeguarding Vulnerable Adults policies and procedures. The main duties and responsibilities shown here are not exhaustive and the postholder will be expected to carry out any reasonable activities according to the needs of the business as directed by the Line Manager. The postholder will be required to remain flexible in terms of duties and operating base and carry out any other reasonable requests from Service Managers and Commander roles. During our Friday Monday OOH period, the Duty Manager post runs alongside a Queue Manager posts and Duty Managers flex between the two positions. Both roles have the same pay award attached to them. If you work a Friday Monday OOH shift and are in the Queue Manager rota, a non-exhaustive list of the duties are as follows: Continuously assess service demand and plan break times accordingly to maintain optimal service levels. Inform staff promptly about any changes to break schedules and ensure they are understood. Ensure adherence to company policies by checking for mobile phone usage and eating at desks. Observe and provide feedback to staff to maintain focus and productivity during work hours. Ensure comfort breaks are taken in line with company policies. Report any deviations or issues related to break times to Team Leaders or the People Service Manager in a timely manner. Handle incoming sickness calls from employees, ensuring all relevant details are recorded accurately. Inform relevant team leaders and update the attendance records promptly. Maintain confidentiality and provide support to employees as needed. Effective queue management - oversee the patient cases in our queues and ensure cases are worked in time order, so the eldest patient case is triaged first. Monitor the performance of GPs on queues, including how long they take on calls, and assign them further cases when appropriate. Managing Clinician diaries out of our PCCs, checking for unauthorised modifications, and managing the addition of extra catch-up slots requested by GPs or receptionists. Address any concerns or questions from GPs or receptionists regarding the diary entries and modifications. Accurately record incidents, near misses, or safety concerns on Datix when required. Handle sensitive information with the utmost confidentiality and professionalism. Regularly check the patient inboxes for new messages and documents. Forward relevant messages to the appropriate individual for further action. Provide timely and accurate responses to enquiries and ensure that all questions are addressed. Person Specification Qualifications Essential Level 2 English & Maths (GCSE Grade C or equivalent). Desirable General Management Qualification. Customer Service qualifications. Essential Experience Effective and experienced in operational delivery, with experience ideally gained in a call centre or clinical hub environment which undertakes incoming and outgoing calls. Experience of delivering excellent service user experience, preferably in a contact centre environment. Experience in conflict resolution. Experience of change management. Knowledge and experience in maintaining standards and meeting national targets set around KPIs, demonstrating ability to achieve excellence in service delivery. Desirable Experience in a healthcare setting. Skills, Knowledge and Essential Ability Ability to support organisational and local service delivery strategy. Excellent communicator able to consult with key stakeholders. Strong Leadership qualities in line with values. Communication and presentation skills. Analytical skills and problem solving in real time. Influencing skills. Basic IT literacy and ability to use programmes such as word, excel and PowerPoint. Excellent verbal and written communication skills. Desirable Use of root cause analysis techniques in managing real time issues. Aptitude and Personal Essential Characteristics Flexibility and the will to work unsociable hours. Open, transparent and professional management style, always demonstrating a professional approach. Proactive, self-motivated, acts on own initiative. Team player. Strong communicator. Committed to continuous improvement. Desirable A flexible approach to work / willingness to carry out tasks outside of areas of responsibility. 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. Interviews will be competency and scenario based