Senior Call Handler

To assist the Call Centre Lead in the day to day operations.

Deputise for the Call Centre Lead during periods of absence.

To assist in dealing with the daily queries from Call Handlers, associated Teldoc staff and NHS professionals.

To assist the Patient Experience Lead and Call Centre Lead in dealing with complaints and incidents. Ensuring they are reported on and compliments are communicated.

Participate in all Practice training, team activities as necessary

To become familiar with Practice procedures and protocols, and ensure team comply with them

Assess individual Call Handler knowledge and understanding, and prepare written evaluations identifying key skills and areas for development and mentoring with the help of the Call Centre Lead

Promote a positive learning environment

Help Call Centre Lead develop, maintain and regularly review training and induction plans and materials in line with Teldoc policies and procedures. Include training guides, Call handler desk packs, and Call Centre notice boards.

To assist with carrying out live call audits and provide individual feedback to Call Handlers

To assist with ensuring staffing levels are maintained at a consistent level, in line with leave policies to ensure operational needs are met.

To assist Call Centre Leads in ensuring tasks and other Call Handler admin related duties are completed in a timely manner and in accordance with any policies.

To assist Call Centre Leads in meeting business continuity needs.

To assist the Call Centre Lead in the day to day operations.

Deputise for the Call Centre Lead during periods of absence.

To assist in dealing with the daily queries from Call Handlers, associated Teldoc staff and NHS professionals.

To assist the Patient Experience Lead and Call Centre Lead in dealing with complaints and incidents. Ensuring they are reported on and compliments are communicated.

Participate in all Practice training, team activities as necessary

To become familiar with Practice procedures and protocols, and

ensure team comply with them

Where necessary, help CC Lead with rotas, meetings,

inductions, one to ones, appraisals, audits.

Assess individual Call Handler knowledge and understanding, and prepare written evaluations identifying key skills and areas for development and mentoring with the help of the Call Centre Lead

Promote a positive learning environment

Help Call Centre Lead develop, maintain and regularly review training and induction plans and materials in line with Teldoc policies and procedures. Include training guides, Call handler desk packs, and Call Centre notice boards.

To assist with carrying out live call audits and provide individual feedback to Call Handlers

To assist with ensuring staffing levels are maintained at a consistent level, in line with leave policies to ensure operational needs are met.

To assist Call Centre Lead in ensuring tasks and other Call Handler admin related duties are completed in a timely manner and in accordance with any policies.

To assist Call Centre Lead in meeting business continuity needs.

To understand, enforce and uphold Teldoc practice policies, standards and guidance

We are a growing super Practice with over 60,000 patients. This role is working part time, 37.5 hours per week and is based in central Telford, TF3.

Previous unsuccessful applications will not be considered.

Experience

Essential: - Experience within a GP Practice