Outpatients Contact Centre Technology Manager

Job description

Mid and South Essex NHS Foundation Trust is the only acute hospital provider in the Mid and South Essex Integrated Care System (ICS), which is a system of health and care partners working together for our local population.

Within Mid and South Essex there are 149 GP practices, operating from over 200 sites, forming 27 Primary Care Networks and one Ambulance Trust. There are also three main community and mental health service providers who work together through a community collaborative.

We collaborate with other valuable partners, including three Healthwatch organisations, nine voluntary and community sector organisations and three top tier local authorities, with seven district, borough and city councils, as well as our local universities.

Job overview

As the Contact Centre Technology Manager you will be responsible for the end-to-end design, performance, resilience, governance and continuous improvement of contact centre technology systems supporting patient access across Mid and South Essex NHS Foundation Trust.

It will be your responsibility to provide specialist expertise in telephony systems, Interactive Voice Response (IVR), digital access channels, chatbot technology, Workforce Management (WFM), quality monitoring, call recording and reporting solutions.

Main duties of the job

• Acts as the principal link between operational services, Digital teams, Information Governance, IT Services and external technology suppliers, ensuring technology solutions support safe, efficient and patient-centred access to services.
• Responsible for translating highly complex operational requirements into effective technical solutions, leading technology-enabled service improvements, driving adoption of digital technologies and ensuring systems remain robust, secure and fit for purpose.
• Operates as the Trust's subject matter expert for Outpatient contact centre technology and provides specialist advice on the development and optimisation of patient access systems.

Working for our organisation

Our ambition is to deliver excellent local and specialist services, to improve the health and well being of our patients, and provide a vibrant place for staff to develop, innovate and build careers.

We aim to make the most of our skills and experiences so we can become the best we can be. As one organisation we will recruit the finest and retain more specialist staff due to more employment opportunities across our Trust.

Detailed job description and main responsibilities

For full details about this varied and rewarding role, please see attached job description.

We look forward to your application.

Please be aware that we reserve the right to close this vacancy early if we receive a suitable number of applications.

Person specification

Qualifications

Essential criteria

• Educated to Master's level degree in Digital health / informatics or equivalent specialist knowledge gained through experience
• Continuing professional development relevant to digital management / operational service improvement

Knowledge / Experience

Essential criteria

• Experience of managing a complex contact centre
• Experience configuring / optimising IVR, chatbot, telephony platforms
• Experience of service ownership, incident management and structured change delivery

Desirable criteria

• Experience of managing large scale contact centres
• NHS experience
• Experience producing technical documentation

Personal and People Development

Essential criteria

• Ability to work autonomously as a subject matter expert, prioritise demand and maintain accuracy under pressure

Communication Skills

Essential criteria

• Ability to communicate highly complex information to a wide ranges of audiences
• Strong stakeholder management skills

Desirable criteria

• Experience of chairing or leading workings groups or supplier review meetings

Please be aware as per the new Immigration guidelines we cannot sponsor candidates with a salary (full time or pro Rata) under the current minimum threshold.

Please note, the selection processes at Mid and South Essex NHS Foundation Trust are in place to ensure we recruit candidates with the right skills and values, please be advised that the use of AI in applications are monitored. We remain vigilant against candidates who misuse these tools to generate an application that doesn't accurately reflect their skills, and you will be required to declare on your application if AI has been used before submitting your application.

Employer certification / accreditation badges