Team Leader – OOH Sandwell Services

Salary: £13.19 per hour

Positions Available:

• 1 x Full-Time Position (40 hours per week)
• 2 x Part-Time Positions (20 hours per week)

Location: Staffordshire House, Campbell Rd, Stoke-on-Trent ST4 4RJ

About the Role

We are looking for motivated and experienced Team Leaders to join our Out of Hours Service team. This is an exciting opportunity to lead and support a team of Despatchers, Drivers and Receptionists while ensuring the delivery of a high-quality, safe and accessible service for patients.

As a Team Leader, you will act as a shift lead, providing operational oversight and leadership to a multi-disciplinary team. You will play a key role in maintaining service standards, supporting staff development, and ensuring the smooth day-to-day running of the service.

Key Responsibilities

• Line manage a team of Despatchers, Drivers and Receptionists.
• Manage annual leave, attendance and workforce planning in line with company policies.
• Conduct appraisals, quarterly reviews, monthly one-to-one meetings and performance monitoring activities.
• Provide coaching, support and development opportunities for team members.
• Ensure staff complete mandatory training and identify ongoing learning needs.
• Maintain effective communication within the team regarding policies, procedures and service developments.
• Lead shifts efficiently, monitoring service performance and quality standards.
• Escalate operational issues appropriately and liaise with on-call managers when required.
• Ensure effective shift handovers and accurate recording of incidents and operational issues.
• Support investigations into complaints and provide constructive feedback to staff.
• Promote positive employee relations and manage staff fairly and consistently.
• Contribute to quality monitoring and continuous service improvement initiatives.
• Maintain a safe working environment and ensure incidents are reported in line with company policy.
• Manage day-to-day staffing issues to ensure adequate service coverage.
• Comply with confidentiality, Data Protection and GDPR requirements at all times.
• Undertake mandatory training and contribute to your own professional development.
• Support the Operations Manager with additional duties as required.

About You

We are looking for candidates who can demonstrate:

• Previous experience in a supervisory or team leadership role.
• Strong people management and communication skills.
• The ability to motivate, coach and develop team members.
• Excellent organisational and problem-solving abilities.
• Experience of managing performance and quality standards.
• Confidence working in a fast-paced operational environment.
• A commitment to delivering outstanding patient and customer service.
• Knowledge of confidentiality, data protection and GDPR principles.
• Flexibility to work shifts as required within an Out of Hours service.

Apply today to join our dedicated Out of Hours Service team.

Benefits

• Bike2Work Scheme. Save up to 42% on bikes & equipment
• DSE Eye Tests and Spectacles. Up to £25 for eye tests, £50 for spectacles
• Employee Assistance Program – 24 hour helpline. 24/7 support for counselling, legal, medical & more
• Employee Recognition. ‘On the Spot’ & ‘Extra Mile’ Awards
• Family Friendly Policy. Support for maternity, paternity, adoption & fertility leave
• Long Service Award. Celebrating 5 & 10 years of service
• Menopause Support. HRT subscription covered & Menopause Pledge
• NHS Discount – Blue Light Card. Staff are eligible for the Blue Light Card which offers a range of official discounts
• Paid Sick Pay. 10 days per year
• Professional Development. Training, courses & team-building opportunities
• Workplace Savings and Low Interest Loans. Payroll savings & low-interest loans

As part of our ongoing commitment to support the Armed Forces community, PHL Group has been awarded the Defence Employers Recognition Scheme Silver Award and Veteran Aware accreditation. These prestigious accolades highlight our unwavering dedication to supporting ex-military personnel, recognising the value that serving personnel, both regular and reservists, veterans and military families contribute to our business and our country.