West ACC – Calidonia House – Cardonald

Ambulance Control Centre’s opportunity for a relief permanent Call-Handling Supervisor, full time 37.5 hours per week.

£24,670 - £30,742 pro rata per annum (AfC Band 5)

An opportunity has emerged for a Permanent Relief Call Handling Supervisor in the West Ambulance Control Centres. The post will manage a team of Emergency Call Handlers as a call handling supervisor within West ACC. It would be preferable to have significant experience in a contact centre or emergency control room environment with supervisory experience. The role will support the duty call handling teams with a focus on service delivery, feedback, performance and quality.

The Ambulance Control Centres are responsible for handling 999 calls and medical requests for urgent ambulances for the whole of Scotland. They handle a range of calls including 999 and health care professional call and deal with over half a million calls each year. The call handling teams triage 999 calls through a recognised system prioritise patients so an appropriate response can be put in place and offer care and instructions to all levels of patients including immediately life threatening.

The Call Handling Supervisor post is responsible for the management and leadership of a team of call handlers during their period of duty including all people management related activity such as absence management, performance management and people development.

The post covers a variety of shifts over 24 hours a day, seven day a week which will include working bank holidays and festive periods.

The post will also include maintaining an overview of activity within emergency call taking and other operational areas within the Control Centre’s anticipating changes in patterns of demand due to environmental conditions, events and historical patterns, taking action to ensure such demands are met.

The post holder will be a focal point for NHS communications at levels of escalation and co-ordination of response with all other emergency response agencies and communication providers.

The post holder will report to the Duty Manager on day and managed by the Call Performance Manager in areas relating to performance, quality and development.

As well as Above applicants should meet the minimum essential requirements below:

• Significant experience in a call centre or emergency control centre environment with some supervisory experience.
• Be confident dealing with people and motivating people in a fast-paced environment.
• Be able to deliver feedback constructively to improve key areas
• Be able to evidence good communication skills
• Ability to work under high pressure
• Can demonstrate strong leadership skills underpinned by personal and service values and standards.

NHS Scotland is committed to encouraging equality and diversity among our workforce and eliminating unlawful discrimination. The aim is for our workforce to be truly representative and for each employee to feel respected and able to give their best. To this end, NHS Scotland welcomes applications from all sections of society.