This job has expired

Operations Centre Team Leader

North East Ambulance Service NHS Foundation Trust
£28,407 to £34,581 a year Plus Unsocial Hours payment as per Section 2 NHS T&Cs
Closing date
28 Sep 2023

View more

Other Health Profession
Band 5
Contract Type
Full Time
2 x Full Time Permanent - Hebburn

1 x Full Time - Secondment to 31/03/24 - HQ

1 x 30 hpw - Permanent - HQ

Please see attached rota patterns. Will be expected to work at any of the three operations centre if required

Do you have experience of managing and leading teams of telephony call takers?

Are you ambitious for progression and ready for the next step in your career?

Are you enthusiastic, a self-starter, motivational, an excellent communicator, and driven to ensure excellent service quality?

Are you passionate about inspiring others leading, coaching and developing them to be the best they can be, ensuring the highest level of care is given to customers/patients?

If you have answered yes to these questions, North-East Ambulance Service (NHS) Foundation Trust is looking for Team Leaders to join our 999, NHS111 and Patient Transport telephone care services, leading teams of dedicated call handlers.

The role of Team Leader is diverse, challenging and very rewarding as you can directly support your team to help those most in need. You will work as part of a close-knit team of Team Leaders who have a passion for motivating and leading others, where no two days are the same. Ongoing training and continuous professional development will be provided.

This role could be a great step in your career and can give you the knowledge and experience to go even further in the Trust, through a range of career opportunities

Main duties of the job

In this role, you will:

Lead and manage a team of around 12-15 Health Advisor Call Handlers, delivering 999, NHS111 and Patient Transport calls.

Coach, motivate and develop your team, ensuring they are supported in providing the highest level of service quality and care.

Lead by example, living the values of the Trust.

Monitor and audit a range of NHS111, 999 and Patient Transport calls.

Performance manage your team, including some statistical analysis, and where necessary manage through disciplinary and capability processes.

Work closely with other Team Leaders and Section Managers, to ensure your team is a fully integrated part of the whole service provision.

About us

We employ 3,500 staff in 63 locations and serve a population of 2,600,000 in Northumberland, Tyne & Wear, County Durham, and Tees over 3230 square miles.

Many people think the job of the ambulance service is to collect patients and take them to hospital, but we do much more!

Paramedic skills have developed hugely in recent years, meaning we carry out more treatment at the scene and en-route to hospital.

We have a dedicated clinical assessment service that allows us to provide patients with the most appropriate care from the beginning of the patient journey.

We have a specialised branch of the Trust called HART which deal with explosions or terrorist attacks.

Ultimately patients are the heart of everything that we do to support our mission of safe, effective and responsive care for all.

We value and respect the diversity employees bring to our workplace. We recruit a workforce that reflects the community we serve, and welcome applications from people from all backgrounds. To ensure we deliver on our aims in relation to diversity and inclusion we assess ourselves against a range of frameworks. We are ENEI Gold employer, Disability Confident Leader, Dyslexia Smart Award employer, Dementia Friendly, and part of Mind Blue Light programme and the Race at Work Charter from the Princes Responsible Business Network and are achieving across all objectives in NHS Equality Delivery System.

Job description

Job responsibilities

For full details of the role and responsibilities of this role please refer to the attached job description.

Person Specification



  • Educated to Degree level in relevant discipline or Significant relevant knowledge and experience of managing and leading teams of telephony call takers



  • Substantial management and leadership experience in a contact centre environment, managing teams of up to 20 wte with significant professional knowledge of forecasting planning, performance management and staff management through formal training and experience.
  • Experience of how to maximise efficiencies within a multi-site contact centre whilst enhancing quality performance
  • Experience of staff motivation in large customer/patient focused contact centres
  • Understanding and experience of contact centre management metrics and how to use them to enhance performance, coach, give 1 to 1's and annual appraisals
  • The performance management of team members through statistical analysis, monitoring and auditing of calls, coaching and developing individuals, and where necessary managing through the disciplinary and capability processes.

Employer details

Employer name

North East Ambulance Service NHS Foundation Trust


Ambulance Headquarters Newcastle or Hebburn


NE15 8NY

Any attachments will be accessible after you click to apply.


Get job alerts

Create a job alert and receive personalised job recommendations straight to your inbox.

Create alert