Contact Centre Operations (CCO) Manager

Staffordshire NEPTS · Stoke, Staffordshire
Department Staffordshire NEPTS
Employment Type Full Time
Minimum Experience Experienced
Compensation £26,000 to £32,000 plus Benefits

ERS Medical are a leading patient transport service spanning across the UK and we provide a range of specialist patient transport and courier services to the NHS. We are a reliable, caring service that puts people at the heart of everything we do.


Are you an experienced Contact or Call Centre Manager, working in the health and care industry, that is seeking an opportunity to work for a dynamic fast-growing National Healthcare company?

If this sounds like you, this role could be for you.


Job Description 

Overall Purpose

  • The CCO Manager is responsible for the management of the contact centre, its customers and staff.
  • The CCO Manager is responsible for the day to day service delivery, from a quality and quantity perspective, of the Contract Centre across Stoke and Staffordshire.
  • The CCO Manager will oversee operations and ensure that staffing and rotas are in place to meet contractual obligations along with monitoring tools to ensure that KPIs are met on a daily basis.
  • The CCO Manager will be responsible for representing and working with Partners and Clients to identify ongoing issues and trends and produce actions to address these.

Main Tasks and Accountabilities

  • Take the lead for the contact centre operations for Stoke & Staffordshire.
  • To provide effective leadership by ensuring that standards and practices comply with policies and procedures.
  • Ensure the effective and efficient utilisation of the business’s resources to meet contractual obligations and quality standards outlined in customer's service specifications.
  • Uphold business principles of customer and patient care, and staff welfare by promoting and maintaining good working relationships and practices in all dealings with staff and outside agencies.
  • Maintain an open participative style of working practices consistent with the provision of an effective and professional service.
  • Provide a flexible, co-operative role covering for the absence of colleagues and the demands of the department. This may require working at other locations and some weekends and bank holidays, on a rota basis during contract mobilisation periods.
  • Ensure appropriate liaison with other clients and partners regarding transport issues when required
  • Ensure compliance with patient care and safety protocols and guidelines.
  • Within own competencies, assist colleagues when necessary to do so.
  • Monitor and evaluate departmental performance, identifying areas for review and improvement and producing actions plans with the dedicated Managers to address these issues and concerns.
  • Monitoring of labour costs (subsistence, contract hours and pay etc).
  • Ensure own compliance with the business’s policies, procedures, protocols, standing orders (SO’s), standing financial instructions (SFI’s) and current legislation.
  • Managing and introducing new ideas for in-house systems & processes, ensuring that they are fit for purpose.


 Performance Management

  • Manage all performance KPIs by contract, and work with the operational function and local coordination teams to identify areas requiring attention to ensure all targets are met or exceeded using
  • Develop knowledge of contractual and service requirements in order to improve/uphold operational standards.
  • Ensure that business targets are achieved on a daily and monthly basis by ensuring that regular monitoring and controls are in place and effective
  • Contribute to projects and initiatives aimed at improving patient care and service delivery and improved productivity by providing feedback on group or individual performance when necessary.
  • Take responsibility for all performance within the contact centre area and analyse activity looking for trends and make suggestions for improvement to meet and exceed contractual requirements.
  • As part of the appraisal process employees have joint responsibility with their line manager to identify any learning and development needs in order to meet the agreed performance standards.
  • Ensure regular 121s and employee performance development plans are in place for all team members and are reviewed on a monthly basis.
  • Manage internal staff performance/behaviour, undertaking performance reviews and investigations where necessary in line with company policy & procedure.

Operational Management

  • Ensure that systems and processes are in place to monitor efficiency and quality of service performance
  • Assist in monitoring staff sickness and absence by the provision of accurate information.
  • Oversee the management of annual leave and ensure records are kept up to date and accurate.
  • Ensure effective management of investigation of complaints/incidents/disciplinary matters in your operational area.
  • Ensure that reports and statistical information from your operational area is timely and accurate.
  • Ensure compliance of all the businesses policies and procedures in your operational area.
  • Take the lead role in operations in mobilising the Major Incident Plan if the business is put on standby for a Major incident.
  • Ensure that operational staff are aware of their role in the major incident plan
  • Maintain a high standard of housekeeping and cleanliness in all work areas. General housekeeping and day to day management of the team
  • Provide on-call support out-of-hours on a rota basis if required


 Training & Development

  • Ensure that training, development and mentoring of existing or new staff members, is carried out as determined by the training department.
  • Facilitate the training of staff commensurate with own training qualifications in addition to developing and coaching new staff as and when required
  • Ensure that all staff are trained and multi skilled, in order to cover operational functions as and when required
  • Ensure that apprentices working in your operational area are mentored and supported, ensuring that they attend workshops and training as and when required.


Respect for Patient Confidentiality

  • Maintain confidentiality of information, acting within the terms of the Data Protection Act and Caldicott guidance on patient confidentiality at all times.
  • Maintain an awareness of the Freedom of Information Act.
  • Have completed as a minimum mandatory CFH IG training and refresher training as required.


Safeguarding Children and Vulnerable Adults

  • Post holders have a responsibility for safeguarding children and vulnerable adults in the course of their daily duties and for ensuring that they are aware of the specific duties relating to their role.
  • Promote the protection of children and vulnerable adults by adhering to relevant guidance and procedures.
  • Provide support to staff who have been involved in an incident or situation involving vulnerable patients and arrange professional support as and when required

Thank You

Your application was submitted successfully.

  • Location
    Stoke, Staffordshire
  • Department
    Staffordshire NEPTS
  • Employment Type
    Full Time
  • Minimum Experience
  • Compensation
    £26,000 to £32,000 plus Benefits