CallEEAST Supervisor

CallEEAST are after a dynamic, fun, hardworking individual to join our team within the Contact Centre in Norwich, as a CALLEEAST Supervisor managing a team of Call Handlers.



Supervisors are the centre of everything we do - they run the shifts, manage teams and oversee the day to day running of the call centre - they are an integral part of our operation.



Amongst other things, we are looking for someone who demonstrates:

• An understanding of Patient Transport


• Previous experience of Managing a Team


• A track Record of training and mentoring Staff


• Good at maintaining Morale during tricky periods


• Excellent Communication Skills (both written and oral)

We are looking for an individual with good process management skills, an understanding of the pressures of a contact centre (especially within the NHS) as well as excellent communication skills as you will be dealing with members of the public, healthcare professionals and contract holders as well as a vast number of internal and external departments. The successful candidate will also demonstrate they have an understanding of managing a team and the associated issues that can occur as well as the varying personalities.



The contact centre runs 24/7, 365 days a year and it is a requirement of the job that Supervisors will be available to work weekends and bank holidays, including Christmas Day and Easter, in accordance with allocated rostered duties.



Be under no illusion - this is a very challenging role at times with high demand on the services we provide, as well as numerous other issues to resolve on a daily basis, but the successful applicant will demonstrate an ability to thrive under such pressures and help move the contact centre forward under the guidance of the CallEEAST Leadereship Team. We're looking for the person with the right attitude and personality to come on board and move us forward.



CallEEAST is a fairly unique contact centre in that it is a commercial entity within the NHS. It's focus is on excellent customer service, building strong relationships with our clients, supporting patients and health inequalities, all while generating revenue to support the East of England Ambulance Service. This role may also involve occasional visits to Stakeholders and Expos to promote CallEEAST services as well as to understand latest contact centre trends.



The role of the Commercial Contact Centre Supervisor is to lead through example. To provide direction, supervision, feedback and support to the Commercial Call Handlers, ensuring that all operational calls that come into the Commercial Contact Centre are answered promptly; that the triage software is applied in order to facilitate the right outcome for the patient/client; that information is entered into the various software packages accurately and efficiently; that commercial customer processes are followed in line with contractual service level agreements. To be accountable for the shift and what occurs on the shift. To document accurately and in a timely manner all events that occur on shift. To be accountable for the service levels, staffing levels and general running of the shift whilst on duty. To liaise, and work with, the Commercial Contact Centre Manager to ensure the smooth running of the Contact Centre. To be knowledgeable in all clients that are contracted within the Commercial Contact Centre and to fully engage with all clients contracted within the Commercial Contact Centre. To ensure that client/patient satisfaction is

priority.



The role will require an understanding of commercial customers and PTS screening process and systems, and will contribute to the development of outbound contact centre activities in line with business needs, although training will be given.