Outpatients Contact Centre Technology Manager

Job description

Job summary

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.

About us

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.

Job description

Job 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.

Job description
Job 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

• 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

• 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

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

Personal and People Development

Essential

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

Communication Skills

Essential

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

Desirable

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

Person Specification
Qualifications

Essential

• 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

• 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

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

Personal and People Development

Essential

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

Communication Skills

Essential

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

Desirable

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

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the .

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. .

Additional information
Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the .

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. .

Employer details

Employer name

Mid and South Essex NHS Foundation Trust
Address

The Basildon Centre

St Martin's Square,

Basildon

SS14 1DL

United Kingdom

Employer's website